Delivering a seamless and best-in-class customer experience is increasingly important for the operators that want to stay ahead of the competition. In an increasingly joined-up, multi-channel world it is a must to have an all-round view of the customers’ experience 24/7. Just tracking the network quality isn’t good enough.
In the past, telecom service providers used several methods for measuring the offered Quality of Service (QoS) for voice and data services.
But how much do service providers really know about their individual customers’ experiences of network services?
In recent years, the concept of QoS continues to be important, but a new concept called Quality of Experience (QoE) is rapidly gaining mindshare. The QoE concept differs from QoS in that it considers much more than the performance of the network - QoE is concerned with the overall experience the customer has when using offered services.
QoE are customer-centric metrics while QoS are network-centric.
Cybercom’s service measures and improves customer experience by using a unique set of tools and correlating the quality of experience to the quality of service through defined KPIs that reflect actual customer experience.
Technologies covered include 3G+, 4G, CDMA, EVDO & WiFi and the methodology includes real time response from the end-users.
Customer Focus & Segmentation
Technologies & Handsets
Cost and Implementation Efficiency
Please contact Cybercom for further information about Customer Experience Management.