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On-Device Analytics

Name: TEOCO
Address: 12150 Monument Drive, Suite 400 Fairfax, VA 22033, Fairfax, Washington, VA 22033
Telephone: 1703-322-9200

SmartCX delivers customer experience analytics and service performance via an on-device measurement approach.

The silent majority of customers never complain, they just churn. To prevent this from happening, communication service providers require visibility into customer quality of experience (QoE). SmartCX captures the actual experience of each mobile or fixed broadband user, assessing and analyzing performance metrics on data, voice and on and off network performance, straight from the device. This is especially helpful when launching new technologies and services like 5G.

SmartCX provides visibility into the actual user experience and service performance through near real-time edge analytics on your network, on Wi-Fi or when roaming. This enables mobile operators to quickly identify, verify and resolve individual customer affecting issues, and understand user behavior across all network technologies.

Key Benefits

MOBILE OPERATORS
- Understand your customers and learn how to compete – and win – on customer experience.
MVNO
- Target, acquire and retain high-value customers.
REGULATORS
- Crowdsourced performance benchmarking allows Regulators to accurately measure operators across various coverage, voice, video and data metrics.

CUSTOMER FOCUSED
- Evolve from a network-focused organization to become truly customer-centric.
SUPERIOR CUSTOMER EXPERIENCE
- Identify, verify and resolve customer experience issues at first contact.
GAIN A CROWDSOURCED VIEW OF QoE
- Gain a 360° view of your services as experienced by your customers, with end-to-end visibility of network capacity, utilization & cost.

Use Cases

SmartCX delivers use cases across the breadth of your business, providing everyone with a crowdsource view of customer quality of experience based upon a common data set.

SALES AND MARKETING

Real user experience insights can help drive the improvement of net promoter scores (NPS) and upsell new services. Monitor the customer experience across each Enterprise.

EXECUTIVE MANAGEMENT

Customer experience measurements are provided in a balanced QoE scorecard, along with a consolidated view of VIP and Enterprise customer QoE.

ENTERPRISE BUSINESS

Improve NPS. Monitor experience scores across each Enterprise. Increase customer lifetime value by proactively fixing issues before they impact critical Enterprise customers.

SERVICE OPERATIONS

Customer experience monitoring can be especially helpful during network and device upgrades. Valuable insights can be integrated into the Service Ops Center, resolving issues before they escalate.

ROAMING ANALYSIS

See what your subscribers experience while roaming. Identify partner problems and issues that lead to missed roaming revenue opportunities.

CUSTOMER SERVICE

Improve support for customers when they call with experience issues, and proactively call customers who have poor experiences.

PLANNING AND OPTIMIZATION

Prioritize what issues to optimize based on actual customer QoE. Map and improve areas where users frequently experience problems.

NETWORK AND DEVICE QUALITY

Customer experience KQIs influence the priority of QoE investigations. Identify devices that aren’t performing well, and device-network incompatibilities.

SmartCX Brochure

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On-Device Analytics - Resources

5G Requires a New Level of QoS. Are Carriers Prepared?

How can we help?

For over 25 years, TEOCO has helped network operators run state-of-the-art networks and profitable businesses. Learn how we can help you in the areas critical to the success of modern CSPs.

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On-Device Analytics