Accanto Systems, an established provider of customer experience management (CEM) and advanced analytics today announced it has launched the “Customer Experience Experiment” – the first live experiment which investigates the true experience of customers using mobile services around the world.
To take part, end-users of mobile services are invited to download Accanto’s iCEM Mobile application by registering on the Accanto website or downloading it from the Android Play store. The app, which either runs in the background or visibly on the device, enables the accurate measurement and reporting of real-time customer experience. It collects detailed experience and quality metrics such as radio frequency strength, service outage, dropped calls, cell handovers, and throughput per application and more.
Jarkko Multanen, CEO, Accanto Systems, said, “For Communication Service Providers (CSPs), a true understanding of the customer experience comes from being able to access critical insight from a variety of sources. But the best feedback of all comes direct from the end-user.”
He continued, “By combining and analyzing real-time information from the subscriber, the network, and the end user terminal, CSPs can monitor and optimize their network to create a better quality of experience for its subscribers.”
Each month, Accanto Systems will collate and publish an anonymous global map of results, which will demonstrate, for example, strength of signal, dropped voice calls, and even the speed at which participants can use applications like Facebook. Throughout the year the data will be plotted on the Accanto website to show results such as:
- Which country has the best Quality of Experience?
- What country has the best Quality of Experience for Facebook?
Note: No data will be sent to 3rd parties nor will any participants be publically identified. All data will remain anonymous.
Accanto Systems will be demoing the Customer Experience Experiment live on Booth 5C.31 a Mobile World Congress. To arrange a meeting, please contact martine.naughton@accantosystems.com
About Accanto Systems
Accanto Systems provides Customer Experience Management (CEM) and advanced analytics solutions to Service Providers.
By analyzing network performance and customer satisfaction, Accanto’s iCEM platform calculates the QoE (Quality of Experience), creating a single-view of the customer. Accanto then provides recommendations to improve the QoE in order to achieve an optimized ROI for each customer segment.
Headquartered in Lahti, Finland, Accanto Systems has 60 customers worldwide.