HOME PRODUCTS NEWS CAREER ABOUT US CONTACT Polystar › Home › Customer Insight › Subscriber Analytics A A A Network Insight Customer Insight Subscriber Analytics Marketing Analytics Corporate/VIP Analytics Big Data Intelligent Data Provider Load and feature testing SUBSCRIBER ANALYTICS When a customer contacts Customer Care with a problem, it is crucial that the right information is available in contact centres, social media and self-service. By giving Customer Care agents a detailed insight on what services and networks the customers are using, and the delivered quality, technical issues will be quickly identified. This, in turn, means that more problems will be solved directly by the 1st line support. BUSINESS VIEW The Subscriber Analytics application helps Customer Care department to handle customer complaints in a more efficient manner. By integrating Subscriber Analytics with the existing Customer Care user interfaces, Customer Care agents use a familiar interface, but with more performance details that help them verify complaints and support their customers faster. The flexible integration interface gives full access to all KPIs, reports and keys. Subscriber Analytics supplies detailed customer behaviour data, such as: What services, apps and network a subscriber has been using When the services were used Where they were used Quality of the delivered services BENEFITS: The amount of First Call Resolution (FCR) increases, while Escalations decrease, as more complaints can be solved directly. With the subscriber data available, Customer Care agent will immediately get an understanding if the problem is related to the network, handset, to the internal service or external resource and will be able to promptly take necessary measures. Polystar solutions grant every user the level of information, required for their areas of responsibility to enable a very efficient operation. Some customer complaints need a more thorough investigation or an advanced troubleshooting. By using Jupiter Subscriber Analytics application, 2nd line customer care agents or engineers can perform advanced troubleshooting and quickly solve the customer complaints that were escalated from the 1st line support. Customised dashboards are designed for rapid identification of problem areas. BENEFITS: The time to fix advanced problems decreases since there is an easy hand-over from 1st to 2nd line support. This enables a faster response to the customer, which means a better customer experience. TECHNICAL VIEW An easy to use API gives full access to all events, KPIs, reports and keys included in Subscriber Analytics. The events and KPIs cover voice, messaging, data access and data throughput and can be used together with pre-defined and configurable keys. With the Jupiter Subscriber Analytics application, 2nd line Customer Care agents will be able to access the same events, KPIs, reports and dimensions as 1st line. They are presented as dashboards with a seamless drill down to signalling level of event. SCREEN SHOTS © Polystar 2014 Login Sitemap