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Safaricom, East Africa's largest integrated telecommunication service provider, says its Quality of Service (QoS) is improving since it deployed the Customer Experience Management (CEM) solution it acquired from Nokia.

According to a statement released on Tuesday, Safaricom said the pilot phase of the CEM solution has been running in the western region of Kenya in the first six months of this year. The data technology enables Safaricom to provide proactive customer care, resolve network issues and prioritize capital expenditures.

The Nokia CEM on Demand helps Safaricom to derive insights on voice, SMS and MPesa traffic. Safaricom's M-PESA mobile money service is the largest mobile money service in East Africa, and one of the largest in the world. M-PESA handles almost $2 billion worth of payments every month.

"We differentiate Safaricom with our customer-centric approach, so our investments in CEM are important,” said Bob Collymore, CEO, Safaricom. “With Nokia CEM on Demand, we now have one customer experience management solution for the company. We can resolve issues before they impact subscribers. We can give individual customers a personal touch and make our constant quality of service improvements visible."

By using Nokia CEM on Demand, Safaricom said the company has reduced the time it takes to retrieve subscriber records for customer care from 2-6 hours to 15 minutes. Obtaining customer satisfaction scores for the entire network has been reduced from 30 days to near real-time. It now takes 10 minutes to determine root causes for service degradation, instead of 24 hours that the process used to take. Network-related issues are now handled real time.

“By selecting CEM on Demand, Safaricom is demonstrating once more that its main concern is providing its subscribers the best possible service in East Africa," Bhaskar Gorti, president of Applications and Analytics at Nokia, said.