Customer Care Analytics

Ribbon Analytics provides operators with a comprehensive network view of customer experience across multiple dimensions, including network element, cell, and device. This solution helps operator network planning and engineering teams to understand network trends and troubleshoot customer issues. The Ribbon Customer Care solutions include:

Customer Experience for Network Performance

Ribbon’s Customer Experience for Network performance  solution provides a set of algorithms used to derive actual customer experience metrics that quantify and score each customer’s performance relating to perceived speeds, latency, congestion, virtual speed tests, service QoE, etc. The solution provides a comprehensive view into the subscriber experience, along with relative scoring across the population.

The solution can be used standalone or tied into operator care systems through an API.

Features and Benefits

  • Customer Experience Management: This allows an end-to-end view into the customer experience, which is critical for troubleshooting and diagnostics.
  • VIP customer management: Manage services of VIP customers for the right level of SLAs.

Customer Experience for Problematic Apps

Ribbon’s Customer Experience for Problematic Apps solution allows mobile operator care agents to identify customers who may have a mobile app or apps known to cause device performance issues, and offer them the best advice to resolve their reported issue. This insight lets care agents query a subscriber’s mobile data usage in real-time against a list of known problematic apps and then recommend the best course of action to the customer.

The use of this insight leads to reduced device exchanges, reduced store visits or contact center calls, and improved customer satisfaction and quality of experience (QoE).

Features and Benefits

  • Reduce device exchanges by harnessing Big Data and having educated conversations with the customer.
  • Decrease in-store visits or contact center calls for device related performance issues.
  • Improve first call resolution and reduce case handling times through an easy-to-use interface with prompt response times.
  • Raise Net Promoter Score and improve customer satisfaction and experience by leveraging subscriber level analytics.
  • Lower unnecessary customer churn resulting from poor device experience caused by mobile apps.
  • Track subscriber issues and care agent activity to build out performance metrics for management reporting.

Data Abuse

Ribbons’ Data Abuse solution enables operators to easily identify network abuses including extreme usage, P2P usage, and other forms of abuse that can cause a poor customer experience which, in turn, can increase churn and consume network capacity.  By quickly and accurately identifying these occurrences using the Data Abuse solution, operators take actions to save capacity, improve the customer experience, and reduce churn.

Features and Benefits

  • Identify heavy users by location
  • Identify top content used by heavy users: Operators can use this data to optimize content.

 

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Ribbon's team of professionals are ready to answer your questions, guide you to the right solution or help you with your network design.