Ericsson Network Services portfolio boosted to improve customer experience through greater focus on AI, automation and digital transformation

·         Network Intelligence ensures service continuity by using data analytics to unify Ericsson’s technology and services knowledge

·         Omni Network Channel digitalizes Ericsson Support Services for quicker resolution of network issues through online collaboration

By : Shaima Hassan

Ericsson (NASDAQ: ERIC) has launched two new artificial intelligence (AI)-powered offerings in its Network Services portfolio, enabling communications service providers to secure always-on networks and deliver optimal user experiences.

The two new portfolio additions — Network Intelligence and Omni Network Channel – are part of  Ericsson’s Network Services offering. They employ AI, automation and predictive analytics to address the complex reality faced by communications service providers: exponential data growth and the continuous introduction of new technologies such as 5G, digital transformation, and scattered information sources and insights.

Network Intelligence is an AI-driven preemptive support service that allows issues to be identified and resolved before they impact network performance. The service prevents critical outages and delivers the network stability needed for service continuity and optimal end-to-end performance.  Ericsson research shows that Network Intelligence reduces critical incidents by up to 35 percent by carrying out selective data collection, and automatically resolves issues within an average of five minutes from data collection.

Omni Network Channel is a unified digital workspace for interaction between the communications service provider and Ericsson, providing easy navigation, self-help and smooth collaboration. The workspace enhances network performance and consumer satisfaction through faster resolution of both the communications service provider and Ericsson operations’ issues. It also facilitates the adoption of new technologies such as 5G and supports communications service providers with the competence development of their personnel.

Roger O’ Hargan, Head of Service Area Networks, Ericsson, says: “Our core value is ‘Technology enhanced by people’ where people, framework and technology are our main assets. These new offerings are all about putting the service provider in the center by enabling self-help as well as smooth collaboration, co-creation, and easy access to data – all of which will help secure an always-on network experience.”

Justin van der Lande, Principal Analyst at Analysys Mason, says: “There is a demand among service providers for a more transparent interaction with their vendors when dealing with network issues. Ericsson’s intelligent workplace technology, boosted by the expertise of their people, addresses this well. This approach leverages the scale of Ericsson’s operations, its well-established frameworks and its wealth of industry knowledge to bring significant benefits to the service provider. Ericsson’s AI-powered Network Services are now readily accessible with shared data insights that put the customer experience front and center.”

Network Intelligence is built for product-near use as a natural extension of the Network Services portfolio. It is complementary to the Ericsson Operations Engine, Ericsson’s offering for managed operations, design and optimization launched in January 2019.

Learn more about Ericsson Network Services