Detecting and Correcting Customer Experience in Real Time

Customers experiencing persistent issues with Network Services will call Customer Care; give up using the service; or possibly churn - in each case costing the (Mobile Network Operator) MNO valuable time and revenue. Unfortunately many of these issues are caused by issues generally invisible to the MNO.  For example, an improperly configured APN on the handset will lead to the network blocking access to the user – a correct network behavior for the MNO but one perceived as a disastrous system failure by the user. The challenge with this approach is that the MNO gets no indication of their customer dissatisfaction because their network is performing exactly as intended and the customer who is trying to spend money on the network may simply give up in frustration.

To detect and correct the customer experience issues in Real Time Tektronix Communications recommends using touchpointTM OpenPlatform ProAction™. ProAction™ allows the end user to combine customer experience data from the network with subscriber data from other data sources within the MNO to build sophisticated issue detection and resolution behaviors which are tailored to the needs of the individual subscriber.  ProAction™ is composed of a scalable, high performance event collection and processing back end and a user friendly web based GUI front end.

Following the GUI’s easy to use graphical workflow, the user identifies the network events they wish to capture, defines a suite of rules to tailor the necessary corrective behavior and configures the action required to implement this. In this way, ProAction™ makes it simple and quick for the user to identify an issue, create a corrective action sequence and start having a meaningful positive impact on the experience of the network users.