DELIVERING BEST-IN-CLASS CUSTOMER EXPERIENCE MANAGEMENT
Mahindra Comviva’s Real-time Analytics for Customer Experience (RACE) solution enables operators to measure and quantify their subscribers’ experience by combining a crowd sourced model with big data analytics to identify, compile and evaluate quality of experience(QoE) parameters.
Effective QoE measurement
While quality of service (QoS) is an important factor to ensure data service-adoption, without effective QoE measurement, the end-user satisfaction levels are affected. Mahindra Comviva’s RACE ensures this end-to end measurement of the data service. All the data values captured from these mobile probes will then be consolidated and analyzed through big data tools with detailed and comprehensive reporting capabilities that will help operators analyze the performance and network characteristics better.
RACE’s competitive edge
Mahindra Comviva’s RACE has industry’s first of its kind real-time policy feedback framework. User experiences and issues are identified in real-time by the device and are reported to the CEM analytical engine. The CEM engine then analyses the data and identifies critical KPIs that could hamper user experience. These KPIs are then matched to the thresholds to check if they are within permissible limits. If the KPIs exceed the limit, a corresponding policy / rule, that is configured in the CEM engine, is sent to the PCRF or optimization engine in the core network.