Astellia enables Customer Satisfaction and QoE Measurement across 2G, 3G and 4G Networks

IP Network probe

 

Astellia, leading provider of customer and network intelligence for mobile operators, announced that it expands its Nova solution by introducing Nova Care designed to provide customer service teams with real-time and easily understandable information to better handle customer complaints.

 

In one single screen, customer service agents can measure subscriber satisfaction and QoE of each individual across all network technologies from 2G to 4G. Nova Care provides them with a detailed overview of the subscriber activity (voice calls, messages, data sessions) and helps them identify issues encountered by the subscriber as well as the cause of the problem. For instance, a subscriber is complaining that he can no longer receive SMS messages. Thanks to Nova Care, the agent is able to tell the customer that the problem is coming from his handset, i.e. handset memory is full and provide the instructions to solve the issue.

 

“Customer service agents are under increasing pressure to increase first call resolution (FCR) and to lower significantly the number of trouble tickets sent to level 2 teams,” notes Frederic VERGINE, President Products at Astellia. “Nova Care provides not only the means to engage with customers and to show awareness and understanding of their experienced problems but also to diagnose if the subscriber is the only one impacted or if it is global to the cell. This is key information in helping operators organize resources and in prioritizing optimization activities based on the number of impacted subscribers.” he explains.

 
     
  Source - Astellia (Oct 8, 2013)
 
Follow US @ Policy and Charging Control Policy and Charging Control Policy and Charging Control

Policy and Charging Control

   

Ray is a news editor at The Fast Mode, bringing with him more than 10 years of experience in the wireless industry.

For tips and feedback, email Ray at ray.sharma(at)thefastmode.com, or reach him on LinkedIn @raysharma10, Facebook @1RaySharma

PREVIOUS POST

Faster time to market and more product innovation in store for Slovak Telekom with Oracle Communications Online Charging solution

NEXT POST

Procera Networks Wins Multi-year Contract to Deploy IPE Solutions to Support Millions of LTE Subscribers

THE EDITOR'S DESK

UPCOMING EVENTS

Telco AI Summit Europe 2019

TADSummit 2019

MWC Los Angeles 2019

The Digitrans Forum 2019

Digital Transformation Asia 2019

Open Edge Symposium 2019

 

ON TWITTER

ON FACEBOOK