Customer satisfaction is a key factor in retaining customers and preventing churn. RADCOM’s MaveriQ Customer Experience Management (CEM) solution empowers service providers to proactively monitor and improve the customer experience, while using their mobile and fixed networks, and is essential for the smooth transition of their customers when rolling out new services and network technologies.
MaveriQ CEM uses data captured from multiple data sources (network probes, CRM ticketing, billing) for all subscribers 24/7 to create a Quality of Experience (QoE) index that represents the subscriber’s perception of Quality of Experience. This QoE index is calculated for a single subscriber as well as aggregated handsets, applications, geographical locations, network elements, such as MMEs and for application groups, such as APNs. The QoE index forms the basis of RADCOM’s CEM solution and provides service providers with a clear and unified view of their customers’ experience across multiple services such as streaming video, voice quality and web browsing running over a wide range of technologies.
MaveriQ CEM is software-based, allowing service providers to manage the constantly increasing data explosion, without the need to deploy expensive hardware. MaveriQ CEM is also available as an NFV-ready solution that providers operators with a unified quality of experience dashboard across physical, hybrid and virtual networks.