Over the past couple of years CSPs have migrated from their Network Operation Centers (NOCs), focused on specific network technologies, to Service Operation Centers (SOCs), focused on end to end services. But even after successful implementations of the SOC concept, telecom IT environments are often still organized in silos, each of them focused on a different technology. This makes it impossible to monitor customer experience holistically in relation to all the services in use. And, in the eyes of a customer, even the most complex bundle is still one service from one operator, so any failure in any of the bundled services affects the customer perception of the whole package.
Comarch OSS/BSS Data Analytics is the solution to these challenges. It processes data gathered from the telecommunications network (which is the key customer touchpoint for CSPs) in real time, combines it with information from external systems (Performance Management, Fault Management, Network Inventory, CRM, etc.) and aggregates it. By correlating data from all these sources, Comarch OSS/BSS Data Analytics can produce a comprehensive, real-time analysis, providing an invaluable insight into customer perception of the services provided. Based on the aggregated data, the tool suggests specific actions, which can be also carried out automatically.
Comarch OSS/BSS Data Analytics effectively helps telecoms companies improve their overall Net Promoter Score (NPS) or Customer Satisfaction (CSAT), as it takes into account the real customer experience when using a given service provided by the network.