Project Overview
In this project, GlobeOSS provided a 5G probe based CEM (Customer Experience Management) analytics solution for a leading telco operator. The solution provided end-to-end data analytics with multiple data sources into a single data lake platform. The solution also included Marketing, Financial, User Experience, User Usage, and Operational Analytics dashboards to help the telco operator gain insights into their network performance and customer experience. The project was aimed at identifying challenges faced by the telco operator and developing solutions to address those challenges. The solutions were then evaluated, and the results were measured to determine the business benefits of the project.
Challenges
The leading telco operator was facing the following challenges:
Difficulty in aggregating data from multiple sources and making sense of it.
Inability to quickly identify and resolve network issues, leading to increased customer complaints and dissatisfaction.
Limited visibility into customer experience and feedback, making it difficult to make data-driven decisions and improve customer satisfaction.
Solutions
GlobeOSS provided a 5G probe based CEM analytics solution that included the following features:
End-to-end data analytics with multiple data sources into a single data lake platform to provide a comprehensive view of network performance and customer experience.
Advanced analytics to identify the root cause of network issues and provide insights into network performance trends.
Integration with customer feedback and experience data to provide a holistic view of network performance and customer satisfaction.
Marketing, Financial, User Experience, User Usage, and Operational Analytics dashboards to help the telco operator gain insights into their network performance and customer experience.
Results
The solutions provided by GlobeOSS resulted in the following benefits for the leading telco operator:
Improved network performance and reliability, resulting in reduced customer complaints and increased customer satisfaction.
Real-time identification and resolution of network issues, leading to a faster response time and improved customer experience.
Increased visibility into customer experience and feedback, enabling the telco operator to make data-driven decisions and improve customer satisfaction.
Comprehensive view of network performance and customer experience, enabling the telco operator to gain insights into their network and make informed decisions.
Marketing, Financial, User Experience, User Usage, and Operational Analytics dashboards, providing the telco operator with a comprehensive view of their network performance and customer experience.
Business Benefits
The business benefits of GlobeOSS's 5G probe based CEM analytics solution include:
Improved customer satisfaction and loyalty, leading to higher retention rates and increased revenue.
Enhanced network performance and reliability, resulting in increased revenue and profitability.
Greater operational efficiency, with faster identification and resolution of network issues and more informed decision-making.
Improved marketing effectiveness and financial performance, with insights into user experience, user usage, and network performance.
Conclusion
In conclusion, GlobeOSS's 5G probe based CEM analytics solution addressed the challenges faced by the leading telco operator and provided significant business benefits. By leveraging advanced analytics and real-time monitoring, the telco operator was able to improve their network performance, enhance customer satisfaction, and gain a competitive advantage in the telecommunications industry. The end-to-end data analytics and Marketing, Financial, User Experience, User Usage, and Operational Analytics dashboards provided the telco operator with a comprehensive view of their network performance and customer experience, enabling them to make informed decisions and improve their business operations.