Use case: VIP & Handset Analysis

How to monitor and improve the customer experience?

Currently, one of the biggest challenges for a mobile operator is to proactively monitor the customer experience and assess the QoE perceived by a group of users or an individual subscriber.

Commonly, a considerable portion of the revenue is generated by a small group of subscribers - such as VIPs and corporate accounts - and any issue or service degradation, identified before the subscribers notice it, is a key factor to succeed.

On the other hand, the handset industry is continuing to have rapid growth with advanced devices (tablets and smartphones) launched in a shorter time frame, allowing users to adopt and use a wide range of new applications and services, which drives to an explosion in mobile data traffic.

Keeping track of how the subscribers are using the services, as well as how each handset model/manufacturer is performing, is crucial to better understand customer behavior and to identify any specific model influencing the user perception.

WebRadar provides a solution with event based geolocation that allows different areas to evaluate customer experience, perform intelligent optimization and troubleshoot all types of 3G/LTE voice and data services.

It is designed to handle several event based vendor technologies and all other source feeds that can enrich the subscriber information.

Regardless of vendor technology, Call Trace Analytics automatically correlates OSS PM and CM information to enable dynamic reporting tools. The most important optimization & troubleshooting workflows are already defined and deployed inside the platform, allowing quick access and analysis.

Call Trace Analytics has an advanced positioning (geolocation) engine that uses several auto adaptive algorithms to estimate UE positions more accurately than standard cell area maps.

Using advanced spatial data analysis and geoprocessing functions that easily correlate non-spatial and spatial data to gather insights, Call Trace Analytics provides several maps, GIS tools, graphical reports and wizards to enable performance optimization and troubleshooting more easily, quickly and efficiently than current softwares available in the market.

Benefits:

OPEX Reduction

  • Eliminate excessive drive tests
  • Reduce man power to post process drive tests
  • Reduce resources related to coverage prediction software
  • Reduce time and improve accuracy on troubleshooting customer complaints

Customer Centric Optimization

  • Respond to customer complaints efficiently and accurately
  • Reduce reliance on coverage predictions
  • Continuous sampling over all network area

Churn Prevention and Customer Experience Improvement

  • Get location based insights into subscriber experience and behavior
  • Pinpoint high value subscribers or groups with poor experience
  • Find out what services are used (by who, where and when) and how they are perceived
  • Proactively prevent churn at its source focus on end-user-experience

Intelligent CAPEX Investment

  • Use real traffic pattern data to maximize return on investment of site growth budgets
  • React quickly to customer demand,maximize revenue opportunity where it matters

See other cases: