TouchPoint CEM

The TouchPoint customer experience management system provides a top-down, real-time, customer-centric view of all subscriber interactions with the operator’s brand, providing a complete picture of the customer experience.

Customer Challenges:

As mobile operators continue to offer more exciting and more complex services over their mobile networks, one of the key challenges is to ensure that customer experience with these services lives up to expectations. This challenge is increased as the mobile IP service landscape changes at an ever-increasing rate. Customer care personnel need to efficiently identify service degradation and device take-up problems and obtain real-time notification of general market issues of new services across specific market segments. The customer care team also needs to proactively manage high value customers.

How We Can Help:

TouchPoint provides the ability to proactively monitor and manage, in real time, the lifecycle experience of every customer that comes into contact with the business or infrastructure of a communications provider. It provides visibility of the end-to-end Quality of Experience of every subscriber in real-time. TouchPoint delivers insight into the way customers experience the overall service offering, including the network, data services and handsets. It provides the ability to identify the issues customers experienced, who was affected, where it happened, when it happened and why it happened. TouchPoint provides service visibility when it is most needed – when the customer’s first impression of the service is being formed. TouchPoint supports monitoring of mobile TV, instant messaging, email, web browsing, MMS messaging, voice over IP (VoIP) and Peer2Peer service. TouchPoint provides features for proactive notification of specific experience events for an operator's customer groups, individual customers, specific market segments or groups of VIPs.

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Features and Benefits:

  • Root cause analysis enables operators to drill-down to identify what the problem is, where it happened, when it happened and who was affected
  • Proactive alerting notifies customer care where degradation of experience has occurred for a corporate account, a market segment or a VIP.
  • Multidimensional customer experience visibility provides the ability to view the customer experience from multiple dimensions such as location, handset model, access point name (APN) and service.
  • Sophisticated grouping capability makes it possible to create tens of thousands of customer groups based on operator-defined criteria such as corporate identity, business segment, market segment and other demographics.
  • Business Intelligence enables operators to perform sophisticated analysis on historical customer experience management data for business intelligence purposes.

Applications

  • Service Level Monitoring
  • Service Usage Monitor Overview (SUMO)
  • Customer Query Module
  • Roaming
  • Corporate Account Management
  • ProAction

Service Level Monitoring TouchPoint customer experience management models the contracted service levels as customer experience measurements which can be monitored on a continuous and near real-time basis for any type of account. The carrier customer care and the VIP corporate team can perform root- cause analysis of the issues affecting subscribers and even identify the individuals affected by the problem.

Service Usage Monitor Overview (SUMO) As operators introduce new services into the network, it is vital to understand how customers experience these services, their demographic take-up and how much valuable bandwidth they are using. The TouchPoint Service Usage Monitor Overview (SUMO) module provides data on the quality and consumption of data services, broken down by service, subscriber and device. This makes it possible for the network operations, new product introduction, devices and customer care teams to understand who used what service, when they used it and the Quality of Service they experienced. SUMO provides a view of the quality and consumption of data services, broken down by service, subscriber and device. It allows network operators to manage the customer experience of data services by providing a unique view of the consumption and quality of the “data pipe” as experienced by individual customers and devices.

Customer Query Module The TouchPoint Customer Query Module provides easy access to individual customer experience information through a clear and easily understood web based interface. Customer care representatives obtain insight through their ability to see errors and pursue recommended actions. By providing access to the latest online customer experience of service usage, the Customer Query Module reduces customer care call volumes and improves response times.

Roaming Problemswhen subscribers roam reflect poorly on the home network operator and are becoming a significant contributor to churn. By collecting and storing customer experience information on a PLMN basis, TouchPoint Roaming provides operators with customer experience information on inbound and outboard roamers. TouchPoint Roaming allows the network operations and partner network management team to view all aspects of their subscribers’ experience while roaming on a partner network. So it becomes possible to improve roaming capture rates in cells with the highest number of roamers and also to understand which roaming partners have accessibility problems.

Corporate Account Management TouchPoint Corporate Account Management helps win and retain of lucrative business accounts where service level agreements (SLA) may be enforced and a small number of individuals (VIPs) decide which operator wins the business.

ProAction Customers experiencing persistent issues with network services call customer care, give up using the service or unsubscribe, in each case costing valuable time and revenue. Many of these issues are invisible to the mobile operator. For example, an improperly configured APN may cause the network to block access to the user. The network is performing exactly as intended so the operator has no indication of their customer’s dissatisfaction. TouchPoint ProAction exposes and processes real-time customer experience indicators, making it possible for carrier operators to take corrective action to address customer experience issues within moments of occurrence. For example, operators can correct handset provisioning errors over the air (OTA) or by sending SMS messages to customers advising them on how to change the settings on their handsets. The result is a substantial reduction in customer dissatisfaction, driving service uptake and reducing customer churn.

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