With the increasing number of smart phone users, consumers are demanding better service quality. These demands create a demand that is not easy, the operator needs to increase its network capacity. And it would be important for the operator to give attention to the aspects of user experience.
Through the CEM on demand, the operator can obtain information on how consumers use their services. Such information is useful for determining the allocation of network resources, in accordance with the expectations of various customer segments.
"With this tool they can identify the way consumers to access data, whether via the 3G or 2G," said Heinonen.
Besides other things that can be known through these tools, such as what time the service experienced a surge of traffic, type and location of the device and its performance. The information is displayed in real-time. Then based on that information, the portal provides recommendations for action to be taken to enhance the consumer experience.
"By giving consumers a better experience, users are usually only use 200MB per day, could be increased to 2GB per day. This means greater revenue," Heinonen said.
Practically, CEM on demand portal which is offered as a cloud service (Software as a Service) can be accessed from any browser that supports. "The portal is also accessible via the iPad, making it very portable," he concluded.
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