NexusNETVIEW - Customer Experience Management (CEM)

Customer Experience Management

NexusNETVIEW CEM provides instant Customer CDR Transaction reports through the Customer Care dashboard, displaying the evidence of the first touch point for the Customer's Experience.

This valuable source of data from our passive monitoring system provides an ideal real-time correlated End-to-End CDRs ("big data") input into NexusMETER's CEM module. Customer Care support is able to discuss technical service issue incidents with Customers, improving another Customer Experience touch point. Nexus Telecom believes that by reducing bad customer experiences through early detection, as well as through informed customer support interaction, we can help move customers towards becoming advocates.

The introduction of CEM is critical to the successful integration of a Customer focus processes in your company. A success rollout is dependent on the best practices advice from your solution supplier. Nexus Telecom has designed, implemented and deployed solutions in close co-operation with CSPs for over 15 years. Our goal is to assist you in leveraging analytics to build enduring service value for your Customers.

Features and Benefits

• Customer Experience data is derived from intelligently monitoring your customer's network transactions and Mobile Data Services, including high revenue roaming customers.
• Web interfaces which can be accessed from any department within your OSS / BSS Management organization.
• Customer Care support receives service transaction quality information for individual customers within seconds.
• On-line network inventory performance monitoring and alarming through technology and manufacturer independent passive link monitoring. (fast problem detection and resolution before customer experience is affected)
• Ability to profile and measure the customer performance in accessing services, their received quality for targeted market segments, as well as the performance of customer's equipment.
• Understanding the immediate data network impact of changing customer segments and the accessed services (e.g. facebook, Customer equipment SW updates, iCloud)