Above: Jean-Claude Geha, Head of Managed Services at Ericsson.
Ericsson (NASDAQ:ERIC) will extend its long-term relationship with C&W Communications, which operates the retail brand Flow, and its new owner, Liberty Global (LiLAC Group), to provide world-class managed services, including operating and managing the Flow mobile network and field services and monitoring the network management for Flow in the Northern Caribbean region.
C&W and Liberty Global’s strategic partnership extension with Ericsson further strengthens their commitment in improving the quality and reliability of its services and strong network performance to customers.
The three-year contract will include top-of-the-line field services (including corrective and preventive maintenance of the mobile core and radio equipment) and a Network Operations Center (NOC) to monitor and maintain the mobile network for Flow in the Anguilla, Antigua, Barbados, British Virgin Islands, Cayman Islands, Dominica, Grenada, Jamaica, St. Kitts & Nevis, St. Lucia, St. Vincent and Turks & Caicos markets.
With these enhancements, Ericsson will help Flow deliver a best-in-class level of performance, such as higher network availability and reduced outages. As a result, customers will see improvements in data and voice quality and overall mobile experience, aimed at helping Flow further improve their Net Promoter Score (NPS); a measure which gauges a customer’s overall satisfaction with service as well as brand loyalty.
“This partnership with Ericsson is part of C&W’s strategy to continually invest in our network, improve the quality of service and innovate technology for our customers throughout the region,” said Carlo Alloni, Executive Vice-president and CTIO, C&W. “With this long-term business relationship with Ericsson, they will bring best practice processes, tools and methods to significantly improve our customers’ experience throughout our mobile network.”
“Continuing to provide managed services for Flow’s mobile network builds on our regional leadership, supporting our customers so that they can capitalize on innovation to increase their operational efficiencies and explore new go-to-market models. Ericsson will maintain the network at a superior quality so that subscribers enjoy the best experience available,” said Jean-Claude Geha, Head of Managed Services at Ericsson.