TEMS ™ MOBILEINSIGHT – A NON-INTRUSIVE, COST-EFFECTIVE MEANS TO MONITOR YOUR SUBSCRIBERS’ QUALITY OF EXPERIENCE Mobile network operators used to be able to maintain a strong position in the market based on the differentiators of price and coverage area. However with a multitude of new competitors, products, and technologies hitting the market, these differentiators are no longer by themselves sufficient. The key to maintaining and growing a subscriber base now lies in a new domain, the domain of customer experience management (CEM). This means knowing what subscribers want and need without asking, being proactive around manag- ing their problems and expectations, and using existing resources more effec- tively, to make a difference where it counts – the end user’s perception. To help operators to achieve these goals in a cost effective and efficient manner, Ascom Network Testing has introduced TEMS MobileInsight, a tool that can easily be used for real-time VIP monitoring, corporate QOS assurance, dropped call and congestion hot spot identification, and general network optimization. TEMS MobileInsight employs the crowdsourcing method of data collection, enabling operators to gain insight into the subscriber experience without the need for extensive drive testing. TEMS MobileInsight can deliver detailed statistics and failure information directly from subscriber’s handsets wherever these subscribers go, which allows an operator to monitor the true, real-world customer experience. An agent is loaded onto a supported handset which logs information about events that negatively affect the subscribers’ experience. When an event such as an abnormal call termination occurs, the GPS coordinates, serving cell, signal strength, and more are captured and sent to the TEMS MobileInsight event pro- cessing server. Due to its cost effectiveness, TEMS MobileInsight is an attractive proposition for operators, regulators, tower infrastructure providers and other types of or- ganizations that require detailed network performance data and KPIs, but do not want to be tied a specific vendor or use specialized network equipment. It can run on most mainstream smartphone platforms. TEMS MOBILEINSIGHT ENABLES OPERATORS TO: Collect Priceless Information Without the Costs Reduce Churn Deploy and Use Quickly and Easily Deliver Value Across the Organization USE AREAS Subscriber Experience Monitoring: Collect real-time data from subscribers’ smartphones or Windows-based PCs in the form of key perfor- mance indicators (KPIs) to get an intimate and empathetic look at the subscriber’s real-world perspective. Network Optimization: Use the high-level data from TEMS MobileInsight in combination with trace-level data from other TEMS network opti- mization tools for a comprehensive, end-to-end view of service and network performance. Initial Troubleshooting: Observe service dete- rioration in its early stages, and combine data from other TEMS network optimization tools, to troubleshoot network problems effectively and get an end-to-end view of service performance. Site Survey Testing: Run tests, including speed-test, to quickly assess that services are working and performing as expected. With TEMS MobileInsight, test cases can be preloaded on the phone and then run with a single click. Market Research and Analysis: Gain insight into market trends, most popular applications, and Web sites by demographics, device type, and market. Use this data to make correlations be- tween operating systems, devices, demographics and user behavior to understand the drivers of subscriber loyalty and better target service offer- ings to subscriber needs. TEMS MOBILEINSIGHT 2.0 Product: Benchmarking & Monitoring Tool Solution Areas: Network Optimization Benchmarking Subscriber In-building Rollout QoE 0% 25% 25% 100% 25%
Transcript
TEMS™ MobilEinSighT – A non-inTRUSiVE, CoST-EFFECTiVE MEAnS To MoniToR YoUR SUbSCRibERS’ QUAliTY oF EXPERiEnCE
Mobile network operators used to be able to maintain a strong position in the
market based on the differentiators of price and coverage area. However with
a multitude of new competitors, products, and technologies hitting the market,
these differentiators are no longer by themselves sufficient.
The key to maintaining and growing a subscriber base now lies in a new domain,
the domain of customer experience management (CEM). This means knowing
what subscribers want and need without asking, being proactive around manag-
ing their problems and expectations, and using existing resources more effec-
tively, to make a difference where it counts – the end user’s perception.
To help operators to achieve these goals in a cost effective and efficient manner,
Ascom Network Testing has introduced TEMS MobileInsight, a tool that can easily
be used for real-time VIP monitoring, corporate QOS assurance, dropped call and
congestion hot spot identification, and general network optimization.
TEMS MobileInsight employs the crowdsourcing method of data collection,
enabling operators to gain insight into the subscriber experience without the need
for extensive drive testing. TEMS MobileInsight can deliver detailed statistics and
failure information directly from subscriber’s handsets wherever these subscribers
go, which allows an operator to monitor the true, real-world customer experience.
An agent is loaded onto a supported handset which logs information about
events that negatively affect the subscribers’ experience. When an event such
as an abnormal call termination occurs, the GPS coordinates, serving cell, signal
strength, and more are captured and sent to the TEMS MobileInsight event pro-
cessing server.
Due to its cost effectiveness, TEMS MobileInsight is an attractive proposition
for operators, regulators, tower infrastructure providers and other types of or-
ganizations that require detailed network performance data and KPIs, but do not
want to be tied a specific vendor or use specialized network equipment. It can
run on most mainstream smartphone platforms.
TEMS MOBILEINSIGHT ENABLES OPERATORS TO:
� Collect Priceless Information Without the Costs
� Reduce Churn
� Deploy and Use Quickly and Easily
� Deliver Value Across the Organization
USE AREAS
� Subscriber Experience Monitoring: Collect
real-time data from subscribers’ smartphones or
Windows-based PCs in the form of key perfor-
mance indicators (KPIs) to get an intimate and
empathetic look at the subscriber’s real-world
perspective.
� Network Optimization: Use the high-level data
from TEMS MobileInsight in combination with
trace-level data from other TEMS network opti-
mization tools for a comprehensive, end-to-end
view of service and network performance.
� Initial Troubleshooting: Observe service dete-
rioration in its early stages, and combine data
from other TEMS network optimization tools, to
troubleshoot network problems effectively and
get an end-to-end view of service performance.
� Site Survey Testing: Run tests, including
speed-test, to quickly assess that services are
working and performing as expected. With TEMS
MobileInsight, test cases can be preloaded on the
phone and then run with a single click.
� Market Research and Analysis: Gain insight into
market trends, most popular applications, and
Web sites by demographics, device type, and
market. Use this data to make correlations be-
tween operating systems, devices, demographics
and user behavior to understand the drivers of
subscriber loyalty and better target service offer-
KEY FEATURESMultitechnology Support Full support for 2G, 3G, CDMA, and lTE is built into the TEMS MobileInsight solution ensuring that the tool is forward compatible. Ascom is continuously adding to the list of supported devices and KPIs measured. The solution is also vendor equipment agnostic, which benefits operators that do not want to be tied a specific vendor or use specialized network equipment, especially when testing in heterogeneous environments.
On-Device Functionality All functionality required enabling the QoS and optimization testing is internal to the handset and removes the need for drive test vehicles and personnel to gather data. The collected data is a true reflection of the end-user experience and network performance
Customizable Reporting and Analysis As data is collected, it is pre-processed on the subscribers’ handset and sent back to Ascom servers, where it is analyzed and presented on a secure Web interface within seconds of being collected. Display of all data captured is available online and immediately, and is presented in a variety of formats from high-level management KPI and comparative reports to detailed engineering drilldowns that assist in root-cause analysis.
Subscriber Privacy Assurance Subscribers opt in as part of the operator’s crowdsourcing program and TEMS MobileIn-sight does not collect any content or details of what the customer is saying or typing. It can be run in a completely anonymous mode and it is possible for the subscriber to disable the data collection (incognito) directly from the main screen.
Data Security/Secure Web based Interface All communications and collected data are encrypted to ensure security, while back-end processing is protected through firewalls and authentication. The tool GUI is Web-based, allowing operators to monitor network performance 24/7 from any Internet enabled PC or laptop. Full security is catered for to control what level of access each user is permitted.
Support for All Standard KPIs Industry standard KPIs are supported and reported on. These include dropped calls, call setup success, blocked calls, signal strength and various others.
VIP Follow Feature Engineers and planning staff can subscribe to real-time notifications of failures experi-enced by VIP customers.
Auto Detection of Poor Quality Areas Using sophisticated algorithms, areas of common and exclusive poor quality and coverage are automatically identified and reported on.
Alarming Module Operators can receive real-time alarms for faults detected in the network, and these can be fully customized.
Surveyor live Testing Module This feature allows engineers to initiate live analysis on any TEMS MobileInsight enabled handset for an individual, group of subscrib-ers or geographic location for live network fault finding.
Fast, Fully Automated Data Collection Fully automated software, control proce-dures and workflow mean there is no need to use highly qualified drive test teams or spe-cial hardware. The software once deployed requires no input from the end user and is non-intrusive. Speed of collection, analysis, report generation and presentation is vastly reduced due to superior real-time process-ing. No other product provides countrywide real-time customer fault information and location.
Wide Range of Supported Devices TEMS MobileInsight offers support for most mainstream smartphone types includ-ing iPhone, Android, blackberry, Symbian and Windows Mobile devices. Ascom is constantly updating releases to support new devices and technologies making the tool one of the most comprehensive in terms of device support on the market .
Simple Network Integration TEMS MobileInsight requires only a single interface into the network which drastically simplifies deployment and reduces costs compared with competing products.
Fully hosted or locally Deployed The solution has a flexible architecture that is easily scalable and lends itself to a fully hosted or locally deployed implementation.
high Speed of Deployment Due to the simplified integration and intelli-gent design of the solution, TEMSMobileInsight can typically be deployed in days, and can be fully supported remotely with minimum input from operator staff.
