Quality of Customer Experience
Customer satisfaction is the key to retention and greater share of customer wallet for any organization. Communication providers face a tough time managing the services besides measuring customer experience. The fact is that all relevant data exist with them within their exchange, but the problem is the visibility and the ability to leverage that data effectively.
For example, if a customer has 3 or 5 dropped calls within a short duration then obviously he would get annoyed with the service provider and may even think of going with another company. But if he receives a call or a message from that service provider apologizing for the inconvenience and offering him some free extra talk time, then perhaps the customer may find it more respectful.
TIBCO’s solution for measuring quality customer experience helps communication service providers increase customer satisfaction and reduce churn through real-time monitoring from a subscriber point-of-view, across all systems of a communications service provider's operations, enabling the operator to respond proactively to operational degradations and service failures.