Improving Customer Care Through Better Quality of Experience Intelligence
Problem
As smartphones and 3G dongles become a larger part of mobile operators business, customer care calls regarding mobile broadband are multiplying and driving costs higher.
Fierce Wireless reports that a customer care calls for a smartphone takes 50% longer, and a 3G dongle takes 200% longer to handle. A key reason for this length is that mobile operators lack mobile-broadband tools that allow them to see customer experience, verify user’s problems and effectively resolve their issues. When users cannot receive adequate answers to their problems, they are 4 times more likely to switch, according to JD Powers 2011 study. Projecting these trends into the future, mobile operators will face more calls, customer care expenses escalating over 15% annually, lower satisfaction, and higher churn rates.
Solution
OneVu™ RESPOND empowers customer agents and network engineers by providing detailed customer Quality of Experience information. OneVu™ inspects each user’s own packets (not signaling) to provide the most accurate analysis of speed, latency, failure, and to provide detailed information about every customer, every PDP context, and every sub-context update. This information is captured continuously and reported every 5 minutes. Not only can customer care agents see the historical trends and real-time sessions of every customer, but they can also analyze each cell (or any other network element), device, or service category (e.g. progressive video). Reports and charts help identify customer’s most frequent problems and whether customer experience is reaching mobile operator’s service level standards.
Benefits
OneVu™ RESPOND helps:
- Reduce mean call handling time for level 1 and level 2 customer care agents
- Reduce the number of repeat calls
- Identify previously hidden problems and accelerate their resolution
- Increase call resolution rate
- Slow growth rate in customer care staffing expenses
- Reduce churn rate and improve customer satisfaction
Accelerating Trouble Ticket Resolution and Improving Network Operations
Problem
Network Operations staff spend considerable time and resources handling trouble tickets. Today’s mobile users are typically straddling 2G, 3G, and LTE networks, making problem identification and resolution extremely complex. Engineers in RAN, Core Networks, and Drive Testing spend hours replicating, collecting data, analyzing, and making corrective actions. The legacy tools that engineers use to investigate problems have grown out of a voice-centric network. These tools are vertically oriented, enabling glimpses into performance of individual network elements. However, they lack end-to-end visibility and measurements calibrated to data networks.
Solution
OneVu™ RESPOND provides real-time and historical performance metrics for
- Multiple networks (GPRS, EDGE, HSDPA, HSPA, HSPA+, LTE)
- Every network element (Cell SAC, Cell LAC, RNC, SGSN, GGSN, APN)
- Every PDP context and sub-context updates, including direct tunnel updates
Engineers no longer need to replicate problems and needlessly analyze many network elements. From a single source, OneVu™ RESPOND quickly narrows in on both individual user problems and also determines if a system-wide problem is impacting multiple users.
Benefits
OneVu™ RESPOND helps:
- Reduce average trouble ticket handling time for RAN and Core Network engineers
- Identify and address silent failures that traditional tools miss
- Reduce or eliminate need for drive testing
- Reduce redundant analysis of network elements in search of problems
- Reduce number of trouble tickets
- Improve resolution and “Problem Found” ratios on trouble tickets
Link to business case
Solution Elements and More Information
Business case Whitepaper