Put the customer at the heart of your analytics
Today’s customers don’t just buy products and services from CSPs, they buy an experience. The growing complexity of networks and the rise of competitive offers available from other providers makes it increasingly difficult to deliver the experiences customers demand. That’s why it’s essential to be able to correlate network performance with the experience customers receive.
Polystar’s solutions make it easy to understand experiences by providing instant customer impact analysis. They integrate service quality and customer experience indexes, for all customers and for all services, which can be adapted to the specific needs of each CSP.
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SQI and CEI values are automatically generated by Polystar’s solutions for all monitored services, including CS voice, VoLTE, VoWiFi, data, messaging and roaming. Import functions allows these to be correlated with information from the CRM and data from OSS elements. This generates a rich, end-to-end overview of how customers perceive performance. Armed with this information, CSPs can launch highly specific campaigns to target, for example, customers based on CEI values. They can also more efficiently prioritise problem resolution.
Benefits:
- Understand the impact of network performance on individual customers (CEI): The CEI combines accessibility, retainability and performance measures of different services used by each customer into a single index from 0 (worst) to 10 (best). Drill-down to understand which service attributes have most impact on the customer.
- Export to third-party systems: Export SQIs and CEIs to third-party systems, allowing new use cases, such as comparison with NPS scores, and customer surveys.
- An end-to-end service quality index (SQI): SQIs are generated for every service provided, spanning generic (voice, data, messaging), as well as those that are unique to individual CSPs. SQIs are weighted for each service attribute and can be adapted to the specific needs.
