Huawei Announces the First Industry Service Operation Center Enabling Transformation of Telecom Operator to User-Centric Operational Excellence

Cairo, Egypt 2 July, 2013

Huawei, a leading global information and communications technology (ICT) solutions provider, today introduced the industry's first Service Operation Center (SOC) that has been established by an ICT solutions provider. The SOC is an innovative service practice competency center for telecom operators that strive to increase end-user satisfaction and retain and attract new customers while tackling the challenges of the digital flood amid fierce competition.

"We've seen more and more telecom operators embarking on the transformation from network centric to service centric operations, however there has been limited choice and support for these efforts in the market place, leaving operators in a difficult position." said, Mr. Frank Yao, Vice President of Global Marketing Execution, Global Technical Services, Huawei. "The launch of Huawei's first Service Operation Center in Indonesia comes from a period of significant research and investment into delivering Managed Services and HUAWEI SmartCare Customer Experience Management (CEM) solutions. We believe that the SOC can meet the changing needs of our customers and that the collaborative transformation journey we have taken with our customers will help them reach the next level of business success."

Huawei's first SOC delivers an enhanced approach from purely Network Operation Center (NOC) operations, with a view to ensuring and safeguarding superior service quality and customer experiences by centralizing the management of service-oriented operations, increasing awareness among key stakeholders, and prioritizing maintenance and issue resolution based on end-user experiences.

According to a recent global survey by Informa Telecoms & Media with feedback from 115 communications service providers (CSPs), service quality management and customer experience management are considered the most important operational issues facing CSPs in the next three years. "Those operators that don't make the transition will be at a disadvantage against competitors that can deliver a superior customer experience." said Kris Szaniawski, Principle Analyst at Informa and author of a report based upon the findings of the survey, "an essential component of this transition is the introduction of service quality and customer experience management techniques via a Service Operation Center."

Huawei has developed industry leading Managed Services solutions, which can improve operators' total value of ownership (TVO) while easing the transition to converged fixed and mobile network operations and IT and CT operations and management, with a focus on service quality improvement. As of December 2012, Huawei has secured over 330 contracts in Managed Services with a compounded annual growth rate (CAGR) of more than 70% over a six year period, servicing more than 114 operators in 63 countries and managed networks with 310 million subscribers. HUAWEI SmartCare CEM solutions have been further developed to accomplish the evolution of the overall solution from Per Service Per User (PSPU) Service Quality Management (SQM) to Holistic Customer Experience Management.

-Ends-

About Huawei
Huawei is a leading global information and communications technology (ICT) solutions provider. Through our dedication to customer-centric innovation and strong partnerships, we have established end-to-end advantages in telecom networks, devices and cloud computing. We are committed to creating maximum value for telecom operators, enterprises and consumers by providing competitive solutions and services. Our products and solutions have been deployed in over 140 countries, serving more than one third of the world's population. For more information, visit Huawei online: www.huawei.com

Huawei Contacts:

Mahmoud Sawan
Public Relations Manager - Northern Africa Region
Huawei Egypt
mahmoud.sawan@huawei.com

Hala Aranda
Media and Government Relations
Hala.aranda@huawei.com

Media Contacts:
Tarek Lasheen or Eva Nabil or Mariam Hamed
tarek.lasheen@ogilvy.com, eva.nabil@ogilvy.com, mariam.hamed@ogilvy.com
Tel#: 37480202