Customer experience management (CEM) is at the top of operators’ agenda, looking into ways to deliver the best customer experience, to adapt services to increasingly demanding subscribers in order to increase loyalty and ARPU.
Astellia defines Customer Experience Management as the way to understand, report, visualize and improve the experience perceived by subscribers by optimizing network performance. Astellia's CEM solution provides operators’ marketing and customer care departments with 360° analytical, reporting and investigation capabilities.
While many actors restrict the role of CEM solutions to the reporting layer, Astellia considers it fundamental to associate the reporting and visualization capabilities to proper end-to-end investigations and troubleshooting solutions from radio to core network to find the exact root cause of quality degradation.