Celcom, Huawei Malaysia to set up digital service experience center 

• Center to help Celcom enhance its digital customer experience
• Both parties collaborate  on  talent competency development

Huawei Malaysia and Celcom Axiata Bhd have inked a memorandum of understanding (MoU) to explore collaborating to develop and advance an innovative Digital Service Experience Center (DSEC),

The MoU is based on Huawei’s Customer Experience Management (CEM), Geolocation and Analytics platform.

In a statement, Huawei said its CEM aims to support Celcom’s vision to become a 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, it added.

The collaboration will see Huawei rendering its support and resources to deliver the DSEC and provide consultants to maximise the potential of the platform, thus supporting Celcom’s drive in delivering a consistent digital experience for all Malaysians, it said.

Additionally, it 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 training, it added.

Celcom’s chief executive officer, Idham Nawawi, said the company is excited to collaborate with Huawei Malaysia in the implementation of an advanced customer-centric Digital Service Experience Center.

“Celcom 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

CEO of Huawei Malaysia, Michael Yuan, said, “In this digital era, there is a need to make use of intelligent technologies and advanced analytics 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.