KUALA LUMPUR: Huawei Technologies Malaysia (Huawei) and Celcom Axiata Berhad (Celcom) have sealed a Memorandum of Understanding (MoU) to develop and advance a Digital Service Experience Centre (DSEC) together.
The DSEC will be relying on Huawei's Customer Experience Management (CEM), Geolocation, and Analytics platform. It will be constructed to help visualise an interactive workspace through high-level technical cooperation, which include daily operations, improve network experience, strengthen marketing insight capabilities, and enhance personnel capabilities to accelerate digital transformation.
The MoU between the two companies was signed by Celcom Axiata Berhad's chief executive officer, Datuk Idham Nawawi and on behalf of Huawei Malaysia was its chief executive officer, Michael Yuan, in a ceremony in Barcelona during the Mobile World Congress (MWC 2022).
Commenting on the collaboration, Idham said that Celcom is excited to collaborate with Huawei in the implementation of an advanced
customer-centric Digital Service Experience Centre 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 collaboration will see the technology company rendering support and resources to deliver the DSEC and provide consultations to maximise the potential of the platform, supporting Celcom's drive in delivering a consistent digital experience for all Malaysians.
"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 Yuan.
Huawei will also be working closely with the telecommunication provider to further develop talent competency by providing a framework of network experience improvement as well as facilitating digital upskilling for Celcom employees via integrated mode of training.
Huawei Malaysia has made a long-standing commitment towards working closely with its partners to support Malaysia's digital industry development.