subscriber analytics solution brief
TRANSCRIPT
Subscriber AnalyticsSubscriber Analytics
DELIVER INSIGHT ON CONSUMPTION, DEMAND AND PERFORMANCE TO ENHANCE
CUSTOMER EXPERIENCE
Customer InsightCUSTOMER
INSIGHT
When a customer contacts Customer Care
teams with a problem, it is crucial that the
right information is available across multiple
channels, such as contact centres, social media
and self-service portals. By giving Customer
Care agents a detailed insight of the specific
services and networks customers are using,
and the quality delivered, technical issues will
be quickly identified. This, in turn, means that
more problems will be solved directly by front-
line support teams, saving time and money.
The Subscriber Analytics solution enhances
Customer Experience by reducing the time it
takes to solve complaints. More issues can
be solved by front-line staff while 2nd line
support will benefit from richer information and
more effective tools to address more complex
problems.
The solution is designed so that both front-line,
and 2nd line support teams can benefit from
the subscriber experience information. Front-
line Customer Care agents access relevant
information from within existing CRM systems,
thanks to Jupiter’s flexible integration interface,
while 2nd line teams use the unique Jupiter
analytical user interface, giving access to
advanced dashboards, reports and deep drill-
down capabilities.
www.polystar.com | +46 8 50 600 600 | [email protected]© Polystar 2014
KEY BENEFITS
Improve Customer Experience
Increase First Call Resolution
Reduce escalations from front to 2-line
Reduce troubleshooting time and cost
Subscriber Analytics
Front LineCustomer Care
2nd LineCustomer Care
Polystar’s Subscriber Analytics solution can
be integrated with the main CRM system,
enabling Customer Care agents to use a
familiar interface, but with the addition of
enhanced performance information and details
that help them verify complaints and support
customers faster.
The integration interface is flexible and easy to
use. It delivers full access to all KPIs, reports
and keys included in the Subscriber Analytics
package. The information can be from either
single events, such as calls, or for a series of
events aggregated over a specific time period,
e.g. number of dropped calls yesterday. The
data collected can also be used in association
with information obtained from other sources.
By combining all available information about
individual or groups of customers in a simple,
intuitive user interface, agents can more rapidly
process and resolve issues.
SUBSCRIBER ANALYTICS FOR FRONT-LINE CUSTOMER CARE
www.polystar.com | +46 8 50 600 600 | [email protected]© Polystar 2014
The graphical user interface of the Subscriber
Analytics solution enables engineers to perform
advanced troubleshooting in order to quickly
solve customer complaints that have been
escalated from the front-line team. It consists
of both overview and detailed dashboards that
provide visualisation of voice, SMS, mobile
data access and data usage.
The overview dashboards reveal the magnitude
of problems, when they occurred and in which
cells they were encountered. The detailed
dashboards enable simple troubleshooting,
for example in identifying the reason why a
call may have been dropped. For more difficult
issues, drill-down functionality allows individual
events and detailed signalling information to be
reviewed.
The Voice and SMS dashboards provide clear
indications of the service levels experienced
by customers, from call establishment to call
release for both originated and terminated calls.
In addition, reports cover SMS transmission
and reception. The Mobile Data Access
dashboards offer information on when devices
connect to the network and whether they
do so successfully. The Mobile Data usage
dashboards offer a clear visual display of the
throughput and transferred data volumes
experienced by subscribers.
SUBSCRIBER ANALYTICS FOR 2ND LINE CUSTOMER CARE
SUBSCRIBER SEARCHEnter MSISDN, IMSI or IMEI
CUSTOMER OVERVIEWKPIs viewed for all subscriptions
HOW BIG is the problem?Summary of KPIs over time period, e.g. last 24 hours
When did the problem occur? KPIs viewed over time
Where did the problem occur? KPIs viewed Cell Name
www.polystar.com | +46 8 50 600 600 | [email protected]© Polystar 2014
Polystar has defined a comprehensive list of KPIs for every area. Some examples of selected KPIs (not exhaustive) are provided below.
SUBSCRIBER ANALYTICS REPORTING PACKAGE
Gives front-line and 2nd line support access to customer information so that complaints can be resolved faster. It monitors the following interface:
CS luCS/Ainf Voice and SMS Overview
PS luPS/Gb Mobile Data Access Overview
PS Gn Mobile Data Usage Overview
Voice and SMS OverviewIncluded KPIs:
MoC / MtC Attempts Answered Calls Conversation Time Setup Success Rate % Drop Rate % MoSMS/MtSMS Attempts SMS Sent SMS Received MoSMS / MtSMS Fail Rate (%)
Mobile Data Access OverviewIncluded KPIs:
Attach Attempts/Rejected/Failed Attach Reject Rate (%) Attach Failure Rate (%) Act PDP Attempts / Failed PDP Service Attempts / Failed PDP Reject Rate (%) PDP Failure Rate (%) PDP Drop Rate (%) Session Time
Mobile Data Usage OverviewIncluded KPIs:
Total Active Time Data Volume 2G / 3G Dat Volume UL / DL Average Throughput 2G / 3G Average Throughput UL / DL Peak Throughput 2G / 3G Peak Throughput UL / DL