MformationThe mobile device management software company

Customer Experience Manager

Monitors the end-to-end customer experience with mobile voice and data services

As mobile devices get smarter, enterprises and consumers increasingly rely on mobile services for business, entertainment and information sharing. Current service monitoring stops at the “edge” of the network, and cannot detect deficiencies or issues at the air interface or on the device. Without real-time visibility into the actual customer experience, it is difficult to pinpoint availability and performance problems. Customers can experience poor service while network monitoring tools show good service in their area. 

Customer Experience Manager is unique in its ability to gather service quality and performance information from mobile devices as they move in and out of cell sites, regions and roaming networks. Information can be provided either in real time, reporting on customer experiences as they happen, or after the event at intervals determined by the mobile operator. A dedicated certification team ensures support for the latest devices as they come to market.

Voice service monitoring

• A real-time, dynamic monitor of the customer experience
• Monitors location (network, roaming, routing area, roaming restrictions) and coverage (network state - voice, voice/data, powered off)
• Identifies origination and reason for voice call disconnects, and distinguishes between different access technologies used
• Captures and reports on performance and availability information

Data service monitoring

• Service Availability - data coverage, durations (includes GPRS attach/re-attach status), routing area
• Service Accessibility - real-time transparent monitoring of location (network availability, roaming)

Scheduling, reports, alerts

• User-definable schedules for returning results in real-time, at intervals or during off-peak hours
• User-definable time periods for monitoring, with automatic switch-off and email notification
• Flexible, powerful reports and charts of service quality, performance and availability
• Real-time alerts and alarms for a wide range of performance degradation and outage events, enabling performance problems to be handled proactively