In the current economic climate, all telecoms service providers are looking for ways to reduce costs whilst simultaneously maintaining a high quality service to their subscribers. Previously differentiators such as price and coverage areas are not good enough to keep the mobile users loyalty to the Network Operators. The key to maintain and grow a subscriber base now lies in a new domain, the domain of Customer Experience Management (CEM). This means knowing what subscribers want and need without asking, been proactive around managing their problems and expectations before receiving the formal complaint or termination from them.
Our CEM tool - UTrex is capable to deliver detailed statistics and failure information directly from subscriber's handsets which allows an operator to monitor the true customer experience on their network. This is done by using a mobile application loaded onto a supported handset which logs information about failure events affecting the subscribers' experience. When an event occurs such as an abnormal call termination the GPS coordinates, serving cell, signal strength etc. is captured and sent to the UTrex event processing server. All these events are correlated and plotted on top of a Google Map based interface allowing trends to be detected that would otherwise require intensive network drive testing.
UTrex can also be used as a field measurement tool to capture network quality issues and installation defects.
For further information, please write to UTrex@uceintl.com