Accelerating the Industrial Internet of Things
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Ericsson Case Studies OTE - Achieving Customer Experience and SLA Excellence for Enterprise Customers with Service Management

OTE - Achieving Customer Experience and SLA Excellence for Enterprise Customers with Service Management

Ericsson
OTE - Achieving Customer Experience and SLA Excellence for Enterprise Customers with Service Management
OTE - Achieving Customer Experience and SLA Excellence for Enterprise Customers with Service Management
OTE - Achieving Customer Experience and SLA Excellence for Enterprise Customers with Service Management
Equipment & Machinery
Quality Assurance
Process Control & Optimization (PCO)
OTE sought to implement new practices to achieve even more reliable,
high quality service and to ensure a consistently outstanding customer experience.
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OTE (Hellenic Telecommunications Organization), the incumbent
telecommunications provider in Greece and one of the leading service providers in Southeast Europe.
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Telcordia provided OTE with Telcordia® Service Director, a Commercial-Off-The-Shelf (COTS) software product that holistically enables SQM, Service Level Agreement (SLA) management, and Customer Experience Management (CEM).
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IOT
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Emerging (technology has been on the market for > 2 years)
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Prioritizing problems according to customer and SLA impact,
managing, not merely monitoring, performance versus SLA commitments
Meeting corporate customers’ demand for “excellent” service
Earning brand loyalty and reducing churn
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