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Celcom, Huawei Malaysia to collaborate and develop digital service experience centre

Celcom, Huawei Malaysia to collaborate and develop digital service experience centre

03 Mar 2022

Celcom Axiata Bhd (Celcom) and Huawei Technologies (Malaysia) Sdn Bhd (Huawei Malaysia) will collaborate to develop and advance an innovative digital service experience centre (DSEC), based on Huawei’s customer experience management (CEM), geolocation, and analytics platform.

Huawei’s CEM aims to support Celcom’s vision to become Malaysia’s inspiring digital organisation with a focus on enhancing digital customer experience.

The DSEC will be constructed to visualise an interactive workspace through high-level technical cooperation and daily operations, improve network experience, strengthen marketing insight capabilities, and enhance personnel capabilities to accelerate digital transformation.

Celcom and Huawei Malaysia signed a memorandum of understanding (MoU), rendering their support and resources to deliver the DSEC and provide consultants to maximise the potential of the platform, supporting Celcom’s drive in delivering a consistent digital experience for all Malaysians.

Celcom chief executive officer Datuk Idham Nawawi said the telco has been proactive in leading innovations by adopting best practices and latest technologies in collaboration with key strategic industry leaders.

“We look forward to collaborating with Huawei and setting new benchmarks for digital customer experience in Malaysia,” he said in a statement today.

The MoU was signed in Barcelona by Idham and Huawei Malaysia chief executive officer Michael Yuan and was witnessed by Huawei Technologies Co Ltd chairman Dr Howard Liang.

Further to the deal, Huawei Malaysia will also be working closely with Celcom in talent competency development by providing a framework of network experience improvement and facilitating digital upskilling of Celcom employees via integrated mode of trainings.

Michael said there is a need to make use of intelligent technologies and advanced analytics in this digital era to enable a more efficient, error-free and proactive approach to solve business needs.

“We also believe in continuously investing in research and development to provide our partners with innovative solutions to improve user experience,” he said.

Source: NST