CellMining’s Network CEM Solution provides marketing and customer experience (CX) teams with market-wide customer satisfaction metrics. These are based on advanced mathematical models that correlate subscriber experience data with parameters including device type and connected cells, technology, service, and quality, and then calculate and benchmark the total user experience. For the first time, proactive tracking of mobile network experience for each individual subscriber is now an integral part of the CEM toolbox.
Network CEM includes a range of advanced products that extend capability, including the ability to correlate existing Net Promoter Score (NPS) and satisfaction ratings with both standard and proprietary key quality indicators (KQI) from the mobile network. The Connected Journey Experience product features the capability to map network quality on travel routes (road and rail) against adversely-affected subscribers, mobile device types, and cell sites.
Further products can accurately segment customers, allowing MNOs and MVNOs to drive increased ARPU as well as to establish business priorities for network engineering tasks. Device and handset analytics provide valuable insights that assist marketing teams during handset introduction campaigns.
CellMining’s unique customer-centric analysis approach makes trace tools obsolete and provides network RF engineers with both insights that can be transformed into a demonstrable improvement in network performance and actionable revenue-generating data.