Find out how one national operator — part of a leading European group — migrated from a legacy solution to the latest generation of Polystar’s Customer Experience Assurance solution – and gained an enhanced platform to manage CEM for all stakeholders and for all supported networks.
Is your solution reaching EoL? Discover how Polystar gives you a new foundation for excellence.
As your networks and services evolve, your Customer Experience Management (CEM) solutions must keep pace. If they don’t, the overall experiences you deliver will be degraded – because you lack the insights from all network and service domains. Customer using new or enhanced services — like VoLTE — will be left outside the scope of your CEM solutions.
That was the situation that confronted a major operator, an OpCo of a leading European operator group. As provider of mobile and fixed connectivity service, digital entertainment and custom business solutions, it saw itself as a champion of today’s digital lifestyles and professional needs. So, customer experience is paramount, if the operator is to realize its vision of treating the customer as ‘King’.
A key challenge was that the existing CEM solution that had reached end-of-life. It could not support VoLTE – and had no roadmap towards 5G. Moreover, the KPIs it could provide were insufficient to support the operator’s focus on quality and outstanding experiences.
In Addition to Service Coverage Issues, Three other Challenges Emerged:
- Static, inflexible reports that no longer met internal needs
- Access to real-time data for troubleshooting and prioritization
- Drill-down capabilities to access raw data, when required
With that in mind, the operator sought a solution that would meet these challenges – and provide a roadmap for future network and service evolution.
Polystar emerged as the outstanding vendor partner during the selection process — and was selected as the new solution provider. In just 9 months, the joint teams had deployed a new CEM and analytics solution that scaled to traffic flows 2 TB/sec – and covered all required service domains.
In this new solution, OSIX Monitoring provides data ingestion and e2e call trace capabilities. KALIX Analytics, meanwhile, provides versatile portals with pre-built and customizable workflows to cater for the needs of diverse user groups.
