Real-time Analytics for Customer Experience - RACE

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.

Data is widely considered the future of mobile technology. Not only would the underlying technology be data-based, but mobile operators are adopting a data-centric approach, rather than a voice-centric one. In this red ocean market, operators are hard-pressed to find means to not just differentiate their offerings but also secure a high revenue stream. The problem of lowering revenue for operators is further aggravated by advent of OTT players. While operators face a tough challenge trying to fend off the OTT threat, a bigger challenge of managing customer experience is now looming large.


Mahindra Comviva’s RACE measures real-time customer experience by understanding subscriber behavior while accessing the internet from an end-to-end perspective.


This is achieved through an application on the device, termed as mobile probe, to the experience and satisfaction levels and through probes in the network that capture real-time traffic information across multiple subscribers, services and cells.


End to end CEM measurement through mobile device probes, network probes and DPI.

Ability to analyze and provide insights on both radio and IP network performance.

Provides most number of use cases and deployment methods for the operator.

Patented algorithms to analyze the why and how of bad subscriber experience.

Provide real-time policy updates for a 360 degree feedback loop to PCRF and optimization solutions for a better customer experience.

Provides both cost-saving business model and cost generation business model.

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.



Year on year, every year, Mahindra Comviva has been recognized for excellence and innovation by some of the top agencies in the business; a feat that stands as a testament to our domain knowledge, business approach and technological excellence.

  • Recognized as a highly innovative and dynamic force in the mobile data space
  • Helping leading global mobile network operators to deploy innovative monetization strategies and deliver an optimal broadband experience
  • Modular, distributed architecture ensures cost-effective scalability
  • Converged network support to improve operational efficiency and customer experience
  • Standards-compliant and ensures seamless integration with network elements
  • Support for CAPEX and OPEX based business models, extending greater options to mobile network operators
  • Flexible deployment and licensing models
Mahindra Comviva serving 90 countries across the world
  • 2016
    • TMCnet Tech Culture Awards 2016
    • Smart Card & Payments Awards 2016
    • GTB Innovation Awards 2016
    • Kalahari Awards 2016
  • 2015
    • Aegis Graham Bell Awards 2015
    • Award 2015
    • Kalahari Awards 2015
    • Future Digital Awards 2015
    • M2Payments Latam Awards 2015
  • 2014
    • Meffys Awards 2014
    • Aegis Graham Bell Awards 2014
    • Frost & Sullivan 12th Annual 2014 India ICT Awards”
    • Global Telecoms Business Innovation Awards 2014
  • 2013
    • Meffys 2013 Awards
    • AfricaCom Awards 2013
    • Aegis Graham Bell Award 2013”
    • Global Telecoms Business Innovation Awards 2013
    • GSMA Global Mobile Awards 2013
  • 2012
    • Zimbabwe ICT Achievers Awards 2012
    • Golden Peacock Award 2012
    • Aegis Gram Bell Awards 2012”
    • World Communication Awards 2012
    • HR Leadership Award 2012
    • Asia Communications Awards 2012
  • 2011
    • Golden Peacock Award for Innovation 2011
    • Distinguished Fellow Award 2011
    • mBillionth Award South Asia 2011”
    • Aegis Gram Bell Awards 2011
    • Asia Communication Awards 2011
    • 5th CMAI National Telecom Awards 2011
    • Total Telecom’s World Vendor Awards 2011
    • Golden Peacock Innovation Award 2011
  • 2010
    • AfricaCOM Awards 2010
    • Frost & Sullivan Awards 2010
    • mBillionth South Asia Awards 2010”
    • Mobile Messaging Congress 2010
    • INFOCOM CMAI National Telecom Award 2010
    • Total Telecom’s World Vendor Awards 2010
    • GSMA Global Mobile Awards 2010
    • Golden Peacock Award for Innovation 2010
  • 2009
    • Deloitte Technology Asia Fast 500 2009
    • AfricaCOM Awards 2009
    • Golden Peacock Award for Innovation 2009”
    • Golden Peacock Award for Innovation 2009
    • GSMA’s Mobile Money for the Unbanked Initiative
    • GSMA Global Mobile Awards 2009
  • 2008
    • Golden Peacock Award for Innovation 2008
    • GSMA Mobile Asia Congress Awards 2008
    • AfricaCOM Awards 2008”
    • Deloitte Technology 2008