Ericsson has extended its relationship with C&W Communications for managed services in the Caribbean.
Owned by Liberty Global, CWC operates the retail brand Flow in the region. Ericsson will operate and manage the Flow mobile network and field services and monitor the network management for Flow in the Northern Caribbean region.
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 Centre (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.
Carlo Alloni, Executive Vice-president and CTIO, C&W, said: "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 capitalise 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 Robert Pajos, Head of Network Services, Ericsson Latin America & Caribbean.
