Improve Customer Experience

Mobile Network Problems are a Leading Cause of Customer Issues.

Stories of unhappy data services customers have been widely publicized as the mobile internet has taken off. Mobile network issues such as limited backhaul capacity or other capacity bottlenecks are most often cited as the leading causes of this dissatisfaction. However there’s another critical issue underlying customer experience issues that hasn’t received the same press - yet. That issue: growing mobile data network complexity is making network problem resolution dramatically more challenging. And it’s about to get a lot worse.

Network Complexity Makes Problem Resolution Much More Difficult.

With new data network technology such as HSPA+ and LTE, new frequency bands, new sites and carriers, and a stream of complex new smartphones, many operators have reached the tipping point in their battle to deliver a high quality customer experience. On top of this, there’s no resourcing relief in sight, with most operators indicating they plan little or no new hiring in their network optimization teams.

Increasing Network Complexity in the Mobile Network (as drawn by a senior executive at one of our operator customers)

Measuring Customer Experience Is Not Enough.

The real challenge comes in diagnosing network problems that impact customer experience. These problems may be specific to a particular cell, device, core network element or application. In a large network with tens of thousands of sites, each using multiple bands and carriers, and linking to hundreds of core network elements and application servers, finding the one issue underlying a problem may require analysis of Terabytes of data.

Furthermore, many operators are acknowledging that the flood of complex data devices they are launching simply cannot be tested with the same level of rigor as in the past. That means more complex devices are going into the network potentially with less testing, further exacerbating problems.

Improve Customer Experience with ActixOne Optimization Solutions.

With our optimization platform, ActixOne, we are helping leading operators around the world turn the tide on network issues that impact customer experience. ActixOne enables a new approach to ensuring customer experience, by pro-actively scanning the network for issues and then enabling rapid optimization of the network using actual customer data. In real world deployments, our customers are telling us they can resolve network issues 80% faster, in many cases before they impact customer experience.
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