Cloud-based customer experience analytics and service monitoring specialist, SpatialBuzz has launched HDAnalytics+, a major enhancement to its cloud-based CEM (Customer Experience Management) platform that helps operators improve their networks and increase customer satisfaction.
Announcing this at the Customer Experience Management in Telecoms Global Summit in London, SpatialBuzz said that HDAnalytics+ makes use of targeted insights from crowd-sourced customer experience analysis to shape the decisions and actions taken by the operator to improve the customer’s service experience. Customer experience is monitored and analysed by the SpatialBuzz system 24 hours/day.
The HDAnalytics+ web-based client is used by service controllers to view and investigate areas of poor customer experience using sophisticated mapping and charting capabilities. It shapes the actions placed on operations and engineering teams in order to improve subscribers’ service experience. SpatialBuzz added that the enhanced CEM platform enables operators to identify and analyse areas of low customer satisfaction on the network in near real-time.
Andrew Blake, CTO, SpatialBuzz
Crowd-shaped decision-making is the next step in helping operators to use crowd-sourced experience data to quickly derive real business benefits by targeting areas on the network that require attention in order to improve the customer’s service experience. With HDAnalytics+ we are bringing the power of crowd-shaping to telecoms as we look to help operators shape and reshape their offerings as customer usage evolves and changes.
