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RADCOM SOC (Service Operations Center) and CEM (Customer Experience Management) correlates multiple data sources to provide an end-to-end smart view of the overall user and service experience across a range of technologies. 

 

RADCOM SOC Solution

Smartly correlating RADCOM Network Insights with BSS and OSS data sources

RADCOM’s SOC solution enables operators to smartly monitor the overall service quality and take actions to rectify service degradations that impact subscribers by monitoring the Key Quality Indicators (KQIs), and Key Performance Indicators (KPIs) as defined in conjunction with the operator.

The SOC solution takes in numerous data sources from RADCOM Network Insights to OSS data (such as Performance Management, Fault Management, Trouble Ticketing Systems, Call Trace Records and Inventory), as well as BSS data (such as Billing and Customer Relationship Management - CRM).

The data is then correlated via RADCOM Smart Mediation to calculate the KQI’s and KPI’s, triggering alarms when service quality drops below a certain threshold, or when there are anomalies in the data. Taking an end-to-end view of the network ensures that rapid action is taken when there is any degradation or outages which may affect the subscriber.

RADCOM CEM

Correlating RADCOM Network Insights with BSS and OSS data to generate a Customer Experience Index (CEI)

RADCOM CEM enables operators to smartly monitor the entire customer experience journey with easy access to end-to-end troubleshooting, trend analysis as well as churn and Net Promoter Score (NPS) prediction. With RADCOM CEM operators can improve customer retention, reduce OPEX, and differentiate their customer experience.

Enabled by correlating multiple data sources (such as RADCOM Network Insights, RADCOM SOC as well as BSS and OSS data sources) RADCOM generates a Customer Experience Index (CEI) that lets operators understand the perceived user experience.

By correlating data from multiple touchpoints, the operator can truly understand the customer experience and troubleshoot the service performance to ensure the delivery of high-quality services to their subscribers.

RADCOM QiCare dashboard - SOC and CEM solution enables operators to make customer-focused decisions

RADCOM SOC and CEM solution enables operators to make customer-focused decision

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