Subscriber AnalyticsSubscriber Analytics

DELIVER INSIGHT ON CONSUMPTION, DEMAND AND PERFORMANCE TO ENHANCE

CUSTOMER EXPERIENCE

Customer InsightCUSTOMER

INSIGHT

When a customer contacts Customer Care

teams with a problem, it is crucial that the

right information is available across multiple

channels, such as contact centres, social media

and self-service portals. By giving Customer

Care agents a detailed insight of the specific

services and networks customers are using,

and the quality delivered, technical issues will

be quickly identified. This, in turn, means that

more problems will be solved directly by front-

line support teams, saving time and money.

The Subscriber Analytics solution enhances

Customer Experience by reducing the time it

takes to solve complaints. More issues can

be solved by front-line staff while 2nd line

support will benefit from richer information and

more effective tools to address more complex

problems.

The solution is designed so that both front-line,

and 2nd line support teams can benefit from

the subscriber experience information. Front-

line Customer Care agents access relevant

information from within existing CRM systems,

thanks to Jupiter’s flexible integration interface,

while 2nd line teams use the unique Jupiter

analytical user interface, giving access to

advanced dashboards, reports and deep drill-

down capabilities.

www.polystar.com | +46 8 50 600 600 | marketing@polystar.com© Polystar 2014

KEY BENEFITS

Improve Customer Experience

Increase First Call Resolution

Reduce escalations from front to 2-line

Reduce troubleshooting time and cost

Subscriber Analytics

Front LineCustomer Care

2nd LineCustomer Care

Polystar’s Subscriber Analytics solution can

be integrated with the main CRM system,

enabling Customer Care agents to use a

familiar interface, but with the addition of

enhanced performance information and details

that help them verify complaints and support

customers faster.

The integration interface is flexible and easy to

use. It delivers full access to all KPIs, reports

and keys included in the Subscriber Analytics

package. The information can be from either

single events, such as calls, or for a series of

events aggregated over a specific time period,

e.g. number of dropped calls yesterday. The

data collected can also be used in association

with information obtained from other sources.

By combining all available information about

individual or groups of customers in a simple,

intuitive user interface, agents can more rapidly

process and resolve issues.

SUBSCRIBER ANALYTICS FOR FRONT-LINE CUSTOMER CARE

www.polystar.com | +46 8 50 600 600 | marketing@polystar.com© Polystar 2014

The graphical user interface of the Subscriber

Analytics solution enables engineers to perform

advanced troubleshooting in order to quickly

solve customer complaints that have been

escalated from the front-line team. It consists

of both overview and detailed dashboards that

provide visualisation of voice, SMS, mobile

data access and data usage.

The overview dashboards reveal the magnitude

of problems, when they occurred and in which

cells they were encountered. The detailed

dashboards enable simple troubleshooting,

for example in identifying the reason why a

call may have been dropped. For more difficult

issues, drill-down functionality allows individual

events and detailed signalling information to be

reviewed.

The Voice and SMS dashboards provide clear

indications of the service levels experienced

by customers, from call establishment to call

release for both originated and terminated calls.

In addition, reports cover SMS transmission

and reception. The Mobile Data Access

dashboards offer information on when devices

connect to the network and whether they

do so successfully. The Mobile Data usage

dashboards offer a clear visual display of the

throughput and transferred data volumes

experienced by subscribers.

SUBSCRIBER ANALYTICS FOR 2ND LINE CUSTOMER CARE

SUBSCRIBER SEARCHEnter MSISDN, IMSI or IMEI

CUSTOMER OVERVIEWKPIs viewed for all subscriptions

HOW BIG is the problem?Summary of KPIs over time period, e.g. last 24 hours

When did the problem occur? KPIs viewed over time

Where did the problem occur? KPIs viewed Cell Name

www.polystar.com | +46 8 50 600 600 | marketing@polystar.com© Polystar 2014

Polystar has defined a comprehensive list of KPIs for every area. Some examples of selected KPIs (not exhaustive) are provided below.

SUBSCRIBER ANALYTICS REPORTING PACKAGE

Gives front-line and 2nd line support access to customer information so that complaints can be resolved faster. It monitors the following interface:

CS luCS/Ainf Voice and SMS Overview

PS luPS/Gb Mobile Data Access Overview

PS Gn Mobile Data Usage Overview

Voice and SMS OverviewIncluded KPIs:

MoC / MtC Attempts Answered Calls Conversation Time Setup Success Rate % Drop Rate % MoSMS/MtSMS Attempts SMS Sent SMS Received MoSMS / MtSMS Fail Rate (%)

Mobile Data Access OverviewIncluded KPIs:

Attach Attempts/Rejected/Failed Attach Reject Rate (%) Attach Failure Rate (%) Act PDP Attempts / Failed PDP Service Attempts / Failed PDP Reject Rate (%) PDP Failure Rate (%) PDP Drop Rate (%) Session Time

Mobile Data Usage OverviewIncluded KPIs:

Total Active Time Data Volume 2G / 3G Dat Volume UL / DL Average Throughput 2G / 3G Average Throughput UL / DL Peak Throughput 2G / 3G Peak Throughput UL / DL