Box Icon 360° Customer Experience Management

360° Customer Experience Management

The ability to constantly analyze and improve upon the Customer Experience will be what drives business transformation. At TEOCO, we have innovated, invested and pioneered in data-driven telco analytics for more than twenty years. Our highly scalable SmartHub Analytics Platform allows CSPs to gain a real-time, multi-dimensional customer experience view of each subscriber. SmartHub centralizes and normalizes data from various network (OSS) and business (BSS) sources to create a series of Customer Indexes to help CSPs better understand their subscribers.

Often there are disconnects between network, business and customer perceptions. TEOCO’s SmartHub removes the guesswork and provides needed visibility into each customer interaction. Powered by big data analytics, SmartHub utilizes multi-dimensional customer views to help CSPs innovate, design and customize products and services that better address their customers experience and needs in their market, resulting in new monetization opportunities – and happier customers.

Placing customers’ needs front and center has always been critical for business success. Now, CSPs have the data-driven insights to be responsive and make that happen. Product and service customization will breathe new life into any service provider’s business, helping to retain customers and grow revenues.

Key Benefits

  • GAIN CRITICAL CUSTOMER INSIGHTS
    • It is more than customer relationship; it is about knowing what your customers want before they do.
  • CREATE CUSTOMIZED PRODUCT & SERVICE OFFERINGS
    • Proactively send customized offers. Grow sales & increase revenue.
  • IMPROVE THE CUSTOMER EXPERIENCE
    • Strengthen customer relationships & your brand. Improve product and service innovation.
  • MAKE BETTER BUSINESS DECISIONS
    • Improve business agility (speed, partnerships, and business models). Pursue new growth opportunities in new and existing markets.
 
 

QoE & ACTIONABLE INTELLIGENCE

Measure Usage, QoE, Network, Service, & Business Scoring.

  • Customer Indexing – Subscriber Profile, Score & Value
  • Service – Accessibility, Retainability, Integrity, and Experience
  • Rate Plan Effectiveness, Churn Propensity, Preferences
 
 

MULTI-DIMENSIONAL ROOT CAUSE & IMPACT ANALYSIS

NETWORK ANALYSIS

  • Service Affecting Anomaly Detection
  • Multi-step Correlation
  • Case based Reasoning
  • Root Cause Identification & Isolation

BUSINESS ANALYSIS

  • Revenue Affecting Anomaly Detection
  • Impact Classification
  • Per-Subscriber Impact Assessment
  • Qualitative & Quantitative Analysis
 
 

INSIGHTS FOR IMPROVING YOUR BUSINESS & YOUR NETWORK

BUSINESS INSIGHTS

  • Customer Notifications
  • Marketing Campaigns
  • Relevant & Contextual Offers
  • Location based Marketing
  • Time-of-day based Marketing

NETWORK INSIGHTS

  • Configuration Management
  • Optimization
  • Continuity Planning
  • SLA Enhancements (CDNs, Partners, etc.)

360° Customer Experience Management - Resources

How can we help?

For over 25 years, TEOCO has helped network operators run state-of-the-art networks and profitable businesses. Learn how we can help you in the areas critical to the success of modern CSPs.

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