Customer Experience Analytics offers a practical and unique approach to measuring, monitoring and monetizing the customer experience. With a central repository of customer interactions and consumption across all touch points, this advanced analytics framework allows providers to build a holistic experience of the subscriber experience across varied channels, devices and networks.
Communication service providers face the strategic imperative to increase stickiness and ARPU by designing and delivering a differentiated customer experience. Faced with increasing volumes and complexity of customer data, providers need real time, actionable insights that can be translated into tangible business outcomes.
There are several key challenges with existing systems that claim to monitor and measure customer experience:
- Customer data is collected and analyzed in vertical silos per service; No visibility into an integrated view of the customer across products and services
- Customer data is collected and analyzed in channel and interaction silos (web, POS, contact center etc.) no visibility into a single view of all interactions across inbound and outbound channels
- Lack of visibility into the end-to-end "customer journey" transcending multiple touch points
- Long time-to-market for developing new reports, dashboards and analytic views
The solution provides business users with visually rich customer experience maps powered by sophisticated micro segmentation and funnel analytics. In addition to gaining real time visibility into service adoption, campaign performance, and quality of service, providers also can get real time access to a full 360 degree view of the customer across network, device and IT sources. The CEA platform also enables automatic discovery and resolution of unreported and implicit negative experiences (e.g. dropped calls, portal unavailability, and abandoned shopping carts) and related root causes.
- 360 degree view of all customer behavioral data across networks, services and devices
- Pre-defined experience metrics, KPIs based on industry best practices
- Powerful analytics tools to perform open ended correlation and extract insights
- Strong investigative environment for root cause analysis
- Action engine to translate insight into meaningful real-time campaigns and notifications
- Social network analysis to considerably enhance customer acquisition, retention and service adoption
The Suite consists of the following applications:
- Mobile Analytics
- Premium Content Analyzer
- Mobile Web Analyzer
- Mobile Application Analyzer
- Customer Fingerprinting
- Prepaid Analyzer
- QoS Analyzer