MarketScape's "Worldwide Customer Experience Platforms for Telecommunications"

According to the IDC MarketScape, the telecom industry is at a crossroads, where basic connectivity is seen as a utility with limited room for differentiation. Improving customer experience is telcos' #1 means of achieving competitive differentiation. Leveraging AI and big data analytics is a core requirement and significant differentiator among suppliers.

Huawei's SmartCare solution integrates advanced technologies, such as spatiotemporal digital twins, cross-domain (OSS + BSS + Social) data convergence, GenAl and LLM, and has achieved remarkable results in user experience optimization, satisfaction management, and differentiated experience monetization.

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