The rapid development and evolution of the telecoms industry across sub-Saharan Africa means high demand for a wide range of support services. Ericsson (NASDAQ:ERIC), the world's largest provider of telecoms services, has therefore launched a Regional Support Centre (RSC) in Accra, Ghana.
The RSC aims to ensure 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.
Speaking at the launch of the centre, Alan Triggs, Vice-President and Head of Operations in sub-Saharan Africa and Country Manager, Ericsson Ghana, said: "Ericsson is committed to providing a high quality of service to our customers. With this centre, we will be able to improve our response time by providing them with expertise closer to home.”
Triggs also said: “This shows Ericsson's commitment to nurturing local talent and driving the sustainable development of telecommunications in Africa."
The facility recently employed 20 graduate trainees from universities in Ghana, who are working with senior engineers to mentor and develop their skills base. The centre also works closely with Ericsson's global support service organisation, drawing on experience from customer support operations all over the world.
Eva Elmstedt, Vice-President and Head of Product Related Services, Ericsson, said: “Ericsson has a longstanding history of working with proactive support services, which improve the user experience by anticipating and preventing service disturbances. This is, of course, 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.”
Elmstedt adds: “Globally, Ericsson supports networks that serve over two billion subscribers, around the clock.”
Ericsson's service delivery framework is based on common processes, methods and tools shared between its global and regional operations. Ericsson has more than 65 000 service professionals in 180 countries, including an average of 15 000 subcontractors, who are well positioned to support customers' service needs around the world.
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