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Customer Experience Management

Differentiate the experience you offer through real-time insights into how your customers actually experience your network.
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Deliver Outstanding Experiences for Your Customers

Customer Experience Management - CEM - is about proactively meeting customer expectations. With continuous monitoring and analysis, you can proactively identify and resolve issues that impair experience - boosting loyalty and reducing possibility of churn. Our software provides real-time data, predictive analytics, and AI - so that you can secure a full 360-degree view of your customers' journeys.

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Customer Experience Management for Telcos

Get a full 360-degree view of you customer's journey -  end-to-end.

A Full 360° View of Your Customers
Real-Time Monitoring and Analytics

A Full 360° View of Your Customers

Managing experiences depends on access to rich, actionable data that tells you what’s happening – in the network and from the perspective of your customers, as they consume your service.

Polystar’s solutions enable multi-domain data acquisition, intelligent filtering and processing, and deliver the insights you need — giving an unrivalled view of service and device performance, network reliability, and much more — detecting issues and quantifying customer impact to allow you to prioritize actions.

Get a 360-degree view of you customers in in Polystar KALIX

Real-Time Monitoring and Analytics

To deliver, you need instant insights from your network and services – end-to-end. Polystar’s intelligent network monitoring and analytics solutions provide the insights you need, enabling proactive customer experience management.

Proven with the world’s leading CSPs, our solutions intelligently process data, in real-time, to enable you to make the right decisions and automate responses to perceived and potential problems – delivering the consistency your customers expect.

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Ensure Your Service Portfolio Delivers

Customer expectations change all the time. They demand consistent performance, so they can enjoy the best experiences. You need to ensure consistency, across your different service offers and for all network generations you support.

Experience matters. It reflects how your customers really interact with your services. If performance doesn’t match expectations, your reputation and profile will suffer – while competitors seize the opportunity to entice churners from your network.

Listen to Mohammad Shaheen, Head of Product Strategy at Polystar, as he shares insights into Customer Experience Management solutions for Telecom Operators.

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Mohammad Shaheen - Head of Product Strategy at Polystar

Customer Experience Management in Telecoms

Ensure Your Service Portfolio Delivers

Customer expectations change all the time. They demand consistent performance, so they can enjoy the best experiences. You need to ensure consistency, across your different service offers and for all network generations you support.

Experience matters. It reflects how your customers really interact with your services. If performance doesn’t match expectations, your reputation and profile will suffer – while competitors seize the opportunity to entice churners from your network.

Listen to Mohammad Shaheen, Head of Product Strategy at Polystar, as he shares insights into Customer Experience Management solutions for Telecom Operators.

Watch more Polystar videos external

Benefits

Polystar's Customer Experience Management solution delivers significant benefits for Telecom Operators.

Insights from Everywhere in Your Network

Customer experience depends on many factors and touchpoints. To understand what you’re delivering, you need to secure data from all network interfaces so you can build the big picture and drill-down, when required.

Polystar’s Customer Experience Management solution gives you macro and micro insights, enabling you to take action.

Real-Time

When things go wrong, they can rapidly escalate, impacting more users and services.

Real-time insights put you in charge, enabling you to identify issues before they have an impact or cascade – and allowing pre-emptive actions to be taken to resolve or mitigate problems, minimizing their impact and maintaining experience at the right levels for your services. 

Automated Resolution

Our CEM-solution enables automated actions and resolution, via intuitive workflows and enablers to ensure integration with other platforms in your multi-vendor networks. They support intelligent operations, across ticketing, network actions, next best action and more.

Converting insights into responses for effective customer experience management. 

Proactive Prevention

Optimize your services based on observed behavior and how customers and their devices interact with your network – with accurate KPIs, reports and forecasting to ensure effective delivery across your complete portfolio.

Customer experience management never stops, so benefit from continuous data capture and analytics insights, 24x7. 

Use Cases

Customer Experience Management

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RAN Monitoring

With ML-based geolocation for accurate, pinpoint accuracy

Our RAN monitoring solution visualizes radio performance data on Google Maps, offering a clear geographic view. This enables users to analyze and resolve network coverage issues while pinpointing root causes.

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Corporate Portal

Ensure your enterprise customers get the best service quality

Real-time monitoring and analytics for networks and services, tailored for CSPs’ corporate customer teams. Our Corporate portal provides insights into network performance, user behavior, and service quality.

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What Our Customers Are Saying

Saleem Alblooshi
Executive VP, Network Development & Operations at DU

“We continue to collaborate with global best practice service providers to ensure that our services and solutions continue to safeguard an outstanding experience for all our valued customers. We are leveraging Polystar’s expertise to build our CEM model for mobile customers and to introduce independent benchmarking for our VoLTE and other services.”

Frequently Asked Questions

Customer Experience Management in Telecommunications

  • Customer Experience Management is about proactively meeting customer expectations. Using real-time data, predictive analytics, and AI, you can gain a 360-degree view of the customer journey, identify pain points, prevent issues, and deliver seamless, personalized experiences that enhance satisfaction.

  • A strong Customer Experience Management strategy gives you significant benefits:

    • Lower churn rates: Satisfied customers stay loyal.
    • Increased revenue: Happy customers are more likely to upgrade or adopt new services.
    • Enhanced reputation: Great experiences turn customers into advocates, driving positive word-of-mouth.

  • Implementing Customer Experience Management software can be challenging due to the massive volume of data generated by telecom networks. Success requires advanced tools, skilled teams, and a focus on customer-centric innovation. For those willing to invest, the rewards are significant: happier customers, stronger loyalty, and lasting competitive edge.

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Telecom Insights

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