Huawei Malaysia & Celcom Develop Digital Service Experience Center
Huawei Malaysia and Celcom Axiata Berhad (Celcom) have sealed a Memorandum of Understanding (MoU) to explore collaborating to develop and advance an innovative Digital Service Experience Center (DSEC), based on Huawei’s Customer Experience Management (CEM), Geolocation, and Analytics platform.
Huawei’s CEM aims to support Celcom’s vision to become the Nation’s most inspiring 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.
The collaboration will see Huawei rendering their support and resources to deliver the DSEC and provide consultants to maximise the potential of the platform, supporting Celcom’s drive in delivering a consistent digital experience for all Malaysians. Huawei Malaysia 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 trainings.
The MoU was signed in Barcelona by Datuk Idham Nawawi, Chief Executive Officer of Celcom Axiata Berhad and Mr Michael Yuan, Chief Executive Officer of Huawei Malaysia. The ceremony was witnessed by Dr Howard Liang, Chairman of the Board, Huawei Technologies Co., Ltd.
Commenting on the collaboration, Celcom’s Chief Executive Officer, Datuk Idham Nawawi said, “Celcom is excited to collaborate with Huawei Malaysia in the implementation of an advanced customer-centric Digital Service Experience Center which will be powered by data and analytics, with the objective of enhancing digital experience for all customers from all walks of life. 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.”
The CEO of Huawei Malaysia, Mr 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,” said Mr Yuan.
Huawei Malaysia has made a long-standing commitment towards working closely with its partners to support Malaysia’s digital industry development.