" ITREALMS: Ericsson opens regional support center


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Wednesday, September 21, 2011

Ericsson opens regional support center

The rapid development and evolution of the telecoms industry across sub-Saharan Africa may have necessitated the recent opening of Regional Support Centre in the city of Accra, Ghana by Ericsson.

A press statement from Ericsson Media Relations in sub-Saharan Africa made available to ITRealms Online, at the weekend, showed that the Accra Regional Support Centre (RSC) was the first of such regional outreach on the continent.

Confirming this, the Head, Media Relations, Ericsson West Africa, Ms Omasan Ogisi said the RSC aims at ensuring the delivery of fast, high quality support services to operators, covering core and access networks, value added services, intelligent networks and network management systems.

“It offers a pool of experts working in collaboration with existing first line support teams, dedicated to improving network availability and performance as well as the seamless deployment of new services and technologies that will enhance the user experience,” she said.

The Vice President and Head of Operations in sub-Saharan Africa and Country Manager, Ericsson Ghana, Mr. Alan Triggs, was quoted as reiterating Ericsson’s commitment to providing a high quality of service to customers.

“With this center, we will be able to improve our response time by providing them with expertise closer to home,” Triggs said, adding, this shows Ericsson’s commitment to nurturing local talent and driving the sustainable development of telecommunications in Africa.

He disclosed that the facility recently employed 20 graduate trainees from universities in Ghana who are working with senior engineers to mentor and develop their skills base.

Triggs also said the Center works closely with Ericsson’s global support service organization, drawing on experience from customer support operations all over the world. 

Vice President and Head of Product Related Services, Ericsson, Eva Elmstedt, said Ericsson has a long-standing history of working with proactive support services which improve the user experience by anticipating and preventing service disturbances, in addition to reactive support services.

“We believe this offering will become an integral part of customer operations in the African continent in the coming years,” he said, underscoring the fact that globally, Ericsson supports networks that serve over 2 billion subscribers, around the clock.

Elmstedt pointed out that Ericsson’s service delivery framework is based on common processes, methods and tools shared between its global and regional operations.

Ericsson has over 65,000 service professionals in 180 countries, including an average of 15,000 subcontractors, which are well positioned to support customers’ services needs around the world.

Remmy Nweke

ITREALMS Online ... delivering news for ICT4D

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