SubSearch empowers Customer Support personnel to take control of service delivery performance on a per customer level. Today, too many customer service departments fly blind where service quality is concerned, meaning many cases are unnecessarily escalated and fault investigation and resolution take too much time and effort, turning profitable customers into unprofitable ones. To effectively measure data service performance and at the same time deliver root-cause analysis, operators need to correlate subscriber positioning and KPI metrics such as throughput in real-time. The challenges in achieving this new OSS are considerable. For instance:
CICS has together with its partner DigitalRoute, created a solution to these challenges that we believe provides operators with a new OSS paradigm. Assurance and Analytics applications are based on probe data which is collected and consolidated by DigitalRoute’s industry-leading MediationZone platform providing an horizontal integration layer. MediationZone correlates form all network segments, to create actionable information adapted to the target application. The platform filters away and refines the raw data and thereby off-loads the database layer by 90-95%, and secures management of data type diversity in both online and offline mode.
SubSearch collects and aggregates service performance on a single subscriber level, for a whole network and subscriber base. It delivers a fast and easy to use web application where you search for individual subscribers by MSISDN, IMSI or IMEI, high-level service delivery KPIs that give a quick overview of delivered quality, root cause analysis on a per service level, pointing out radio and core network issues and more.
Utilizing state of the art MediationZone technology, CICS applications bridge the gap between the Business departments and the Technical departments of telecom operators. By bringing these different sides of the organization closer, new ways of looking at problems and possible solutions arise. They open up new possibilities for the Service Provider to make the best use of resources and achieve greater performance, while at the same time satisfying customer's needs via: