25 February 2014, Shenzhen, China – ZTE Corporation (“ZTE”) (H share stock code: 0763.HK / A share stock code: 000063.SZ), a publicly-listed global provider of telecommunications equipment, network solutions and mobile devices, has launched the Revolution Operation platform (ROP), a top to bottom operations and maintenance (O&M) system.

The platform is based on the customer experience management (CEM) concept and is oriented towards delivering commercial value. While traditional maintenance concepts have focused on equipment and networks, ZTE’s ROP is centred on data, and integrates O&M organisation, process flows, tools, IT and networks. As networks expand and multiply and competing 2G, 3G and 4G networks cause congestion, it becomes increasingly difficult to improve O&M efficiency. Using a CEM-based makes O&M much easier.

As a way of dealing with the explosion of data services, what is needed is a comprehensive O&M evaluation system that centres on service quality and customer experience rather than on networks. After analysing the challenges faced by operators, ZTE has put forward the concept of "next-generation O&M" in the Internet age, as opposed to O&M in the Voice Communication Age, as a means of increasing service quality, customer experience and commercial value.

By analysing the huge quantities of data produced in O&M, next-generation O&M can show operators the appropriate action to take on terminal purchase, service development, customer churn and retention, store address selection, and precision marketing, thus supporting operators effectively and precisely and raising their commercial value.

In addition, to build an O&M system that improves customer service while increasing its commercial value, the key technologies of root cause analysis (RCA) and service impact analysis (SIA) are used for the management of network devices, service quality and for the analysis of quality of experience (QoE). In this way, any faults in the network can be located accurately and can be instantly resolved.

ZTE's ROP collects signaling and in-process data from networks, and then obtains information about CEM and service quality management (SQM) through big data modelling and analysis. On this basis, the Revolution Operation Platform performs top-to-bottom association analysis of faults generated by networks and equipment to enhance the accuracy and efficiency of the O&M system. The use of the collected network data in modelling and analysis boosts the accuracy and longevity of network optimisation, and makes end-to-end CEM possible, providing guidance for the construction and improvement of telecommunication networks.

The CEM-centred concept is widely recognised by network operators including at least one major international operator which is in the process of building a model for CEM. Putting the CEM-centred concept into practice can help operators enhance O&M efficiency and accuracy, and lower O&M costs.