Company: Huawei 
Product Title:  Huawei Smart Care Solution Customer Journeys Design and Implementation in conformance with TM Forum Customer Experience Management Solution Suite 17.5
Assessment Completion Date: December 2018
Detailed Certification Report: CEM CJ Conformance Certification Report – Huawei SmartCare for STC

Solution Functionality/Capability Overview

1.1 Huawei SmartCare Solution – Product Overview

Service providers need to be able to monitor and manage the experience and satisfaction of customers and users both at an individual level and on an aggregate level measured over a range of time intervals.

Figure 1 – SmartCare Solution

1.2 Features of SmartCare Solution:

• Huawei SmartCare focuses on user experience assurance. Using a uniform platform
• Huawei SmartCare provides three major functions:
  • Network performance management (NPM)
  • Service Quality Management (SQM)
  • Customer Experience Management (CEM)
• Huawei SmartCare consists of the following solutions:
  • Data collection (from carriers’ networks)
  • SEQ Analyst (platform for service quality and user experience management)
  • Professional Service and System Integration

• Carriers can flexibly choose the components that comprise the SEQ Analyst platform. The relevant devices may by supplied by various different vendors. In addition, carriers can define user roles so that information will be displayed to users strictly based on their permissions.

Figure 2 – SmartCare Solution Features

1.2.1 Summary of Features of SmartCare Solution

Network Performance Analysis provides at least 15-minute Interval Data for CS/PS KPIs
Service Quality Analysis provides at least 15-minute Interval Data for CS/PS KQIs

• SQM
  • Voice Quality Indicator
  • SMS Quality Indicator
  • Web Quality Indicator
  • Streaming Quality Indicator
• NPM
  • CS Network Performance Indicator
  • CS Network Thematic Indicator
  • CSFB Thematic Analysis
  • Roaming Analysis Indicator
  • PS Network Performance Indicator
  • VOLTE Performance Indicator
  • TCP Quality Analysis
  • Interconnect Analysis
• CEM
  • VIP/VIP Group Analysis
  • Roaming Analysis
  • Poor Quality Analysis (VAC)
  • CCA Customer Care Analysis
  • Device Analysis (Penetration & Performance)
• Device OTT
  • OTT Traffic Analysis
  • Device Analysis (Penetration & Performance)
• Customer Journeys
  • CJ Assurance Monitoring
  • ICT CJ Analysis
  • Single User Analysis
  • Customized CJ Report

1.3 Overview of Huawei SmartCare Customer Journeys

A Customer Journey is a series of interactions that each customer has with the SP to deliver an E2E tangible customer outcome, A Customer Journey can also cross multiple business domains.

A Touch Point is any point of contact between a Customer and a Service Provider, which is measured by TM forum and STC specific metrics derived from global standards and best practices.

Figure 3 – Overview of Customer Journeys

1.3.1 Why Customer Journeys?

Customer Experience is the SUM of all interactions or touch points between the Customer and the Service Provider and involves multiple stakeholders.

Figure 4 –Customer Journeys End to End Analysis (part 1)

Figure 5 –Customer Journeys End to End Analysis (part 2)

Detailed Certification Report: CEM CJ Conformance Certification Report – Huawei SmartCare for STC

Report Misuse: Frameworx conformance is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].

Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.

For any additional information on this Frameworx Conformance Certification Report, please contact TM Forum at [email protected]