80% of services companies say they deliver a superior customer experience, but only 8% of customers say they receive one
Bain & Company
Chief Technology Officer
With evolving services and innovative variants of two-sided business models, telecommunications networks are becoming increasingly complex. While service providers have to manage and optimize hybrid networks, they also have to support a wide variety of technologies and support inter-operability between networks. Each new technology requires new interfaces and protocols and the delivery of next generation services introduces another layer of complexity.
One of the major challenges operators face as they evolve their networks to support Internet, VoIP and multimedia services is their inability to trace transactions end-to-end across their networks. Complete, real-time visibility of the transactional data is essential for effective network management as well as service and network assurance. Some carriers have distinct monitoring tools for each technology, but this approach provides just a limited, fragmented view of the network. Effective management of such networks necessitates a single vantage point for collecting and analyzing real-time, network-wide data.
Moreover, most service providers do not have the tools to understand the customer engagement experience across varied technologies, products and services. Often the idiosyncrasies of the hybrid network and systems adversely impact the end user experience, and it is key for service providers to be able to analyze and respond to negative experiences before customers churn out.
With the Capitalyze Data Monetization Suite, you can monitor network performance in real time, constantly track QoS parameters for compliance, evaluate quality of service provided by partner carriers against SLAs, and proactively reduce negative customer experiences.
Following are the ways that the Capitalyze Data Monetization Suite can assist you in your job as CTO:
Service and Network Assurance
- Support rapid rollout of networks through effective testing and call simulation
- Validate platform upgrades through test event generator-based quality assurance techniques
- Pro-active monitoring of network coverage issues
- Identify faulty network equipment and uncover the root cause in a multi-dimensional space vis-à-vis customers, countries, carriers, trunks, etc.
- Add to the bottom line through identification, troubleshooting and improving persistent network issues
Systems Assurance
- Validate the generation of xDRs from MSCs
- Validate key business rules across network elements
- Validate the splitting and merging of xDRs
- Validate call duration and data volumes in xDRs
- Validate duration/data volume rounding rules
Detecting Negative Customer Experiences
- Identify customer segments most impacted by call drops
- Detect handset compatibility issues
- Effective RCA of adoption challenges
Partner/Carrier Selection
- Calculate a unique “figure of merit” for any network that combines least cost and best value routing algorithms with QoS parameters
- Constantly monitor all partner carriers for performance and quality vis-à-vis agreed SLAs