France-based Astellia has unveiled new customer-experience management (CEM) analytics and reporting capabilities for its VIP Care application. The solution is designed to help operators monitor and deliver the best user experience to their most valuable subscribers in order to reduce churn and grow revenue.
Astellia says the Web-based VIP Care application enables service providers to quickly assess the quality of experience (QoE) perceived by any individual subscriber to a group of users – such as a corporate fleet – in one single view. VIP Care helps operators define and monitor Service Level Agreements (SLA) with their customers based on key quality indicators.
The multi-technology application provides reporting, analytics and troubleshooting capabilities to marketing, customer care and network optimization departments. It delivers what Astellia calls actionable intelligence by correlating information including network, handset, voice and data service usage. Subscriber’s activity statistics are available – such as number of calls made, number of dropped calls, etc. Gauges provide a prompt insight into the quality of service (QoS) of voice, messaging and data services. If a quality threshold is violated, alarms are triggered automatically. Users can then quickly drill down to more detailed KPIs (HO, ISHO, CSSR, etc) and in-depth analysis of all calls and data sessions. Finally, VIP Care enables engineering teams to localize precisely the cells regularly used by VIPs and prioritize optimization tasks on these strategic areas, the company said.
“Thanks to these CEM dashboards, it becomes quite straightforward to anticipate if an individual user is at risk of encountering any specific problem. By drilling down the different dimensions, the root cause of the issue can be identified. VIP Care is also an excellent tool to develop new high value offers for quality demanding subscribers and gain strong competitive advantage," said Laurence Gesny, VIP Care product manager at Astellia.