Assure Quality of Service and Experience
True Quality of Experience reporting for MVNOs by Ciqual.
Quality of Experience
Only the right services
Cannot assure SLA’s
No ownership or insight to the Network nor Quality of Service.
Customer problems are visible while the mobile network is opaque.
It is extremely complicated to act proactively on the network.
When negotiating with MNOs, only (occasional) drive test data, surveys and
customer complaints are available.
Cannot enforce SLA’s with MNO’s.
70 cent of every dollar earned goes to the MNO.
Frequent Price-wars as mean to attract customers
Acquisition investment limited by high churn and low CLV
• «Superior customer experience and a company
culture that is supportive is complex to
develop, and it is also very difficult to
• «Excellent customer experience is not about
"fixing" what may be broken; it is about
preventing incidents before they actually
• «Outstanding customer experience is about
being predictable, consistent and reliable.
Enterprise clients do not like surprises.»
On-device CEM is a solution for MVNOs
measures Quality of
Experience of Fixed or
Mobile Broadband on
the customer device,
•Across all technologies,
including Wi-Fi, roaming and
•Comparable results to Drive
Test, at a fraction of the cost.
It provides a direct
feedback link from the
• Free text comments
perception and KPIs
It provides all customer
context data: device
• Better, shorter customer
• Reduced Customer Care
• Higher customer
insight to QoS
• Data export
• Control Centre
• Device Viewer
• On Premises
• Private Cloud
• Ciqual Cloud
Quality & Testing
The software client & SDK
Efficient and non-intrusive
<1% memory and processor usage
<4% battery usage
700KB per day
Based on Android and iOS APIs
Compliant with Google & Apple guidelines
Distributed via Google Play and App Store.
Good for value discovery and small user
Ideal for large deployments
Turn your apps into a constant source of
0 to infinite instant user acquisition.
Quick, easy implementation
Based on the SIM Application Toolkit (STK)
It overcomes iOS limitations.
Compatible with all phone models, including
feature phones and iPhones.
Ideal for M2M and IoT
MySIM is an applet installed in the SIM card.
Private and secure.
Invisible to the customer.
Can seek customer permission or be pushed into
The perfect complement to the software client or SDK.
Distributed OTA via a SIM provisioning system or
preinstalled on the SIM.
Tests and measurements
Speed and latency tests
triggered by the user
‘Star tests’ on availability
of 6 predefined services,
launched when the app
User triggered tests
•FTP, HTTP download
Triggered automatically by
the client during any data
session, even when running
in the background.
Measurements collected in the
background without user
•Direct subjective feedback via a
•Allows NPS questions and free-
text feedback from the end
Correlate perceived customer
experience with actual KPIs.
•Call setups (MO)
•Call release cause
•Call Success Ratio
•Call Setup Success Ratio (MO)
•Handover Success Ratio
• Data Visualisation
– QlikSense reports
• Ciqual Care (3Q2017)
• Ciqual MyInsight (3Q2017) – for Alarms and Automation
• Other Interfaces
– Query UI - Data export
– Control Centre
– Device Viewer
Data Visualisation – QlikSense Reports
11-Apr-17 Ciqual Confidential 9
Fully clickable for quick filtering and drilling down.
• Data Performance
• Voice Performance
• Customer Feedback
• Service State
• Active tests
• YouTube (3Q17)
Modular web reports for O&M, Network
Optimisation or Marketing, based on Qliksense.
Customer Care: Empower Customer Care agents
•Laptop Make, Model, OS
version, Service Pack,
(GPRS, UTRAN, HSDPA)
•Amount of content
Web-based interface ensures
scalability and accessibility.
Ciqual MyInsight for real-time monitoring (3Q17)
Data Aggregation Layer
Data Acquisition Layer Ciqual Insight QoE metrics
3rd party sources (CRM,
Mediation and Correlation (ISDM)
Real-time Monitoring and Alarms
Data Storage (ISDB)
Ciqual MyInsight, based on Empirix’ IntelliSight platform,
provides real-time generation of KPIs to build operational
Enables the fourth leg of Customer Experience
Management: Customer Experience Alarms.
• Technical support
(Tier 1 or Customer
• Tier 2 and 3
• KQI alarms
Control Centre (release May 2017)
• Register new devices.
• Update device app configurations.
• Enable and disable measurement posting.
– Selected groups of devices and apps.
• Manage device app groupings for targeted
configuration and reporting.
– Grow & shrink sample size for targeted device
• Simple real-time dashboard showing:
– Current network state
– Recent trends
– Problem hotspots.
11-Apr-17 Ciqual Confidential 12
Market Leaders in device-based Customer
Experience in supporting Service Providers with
incorporating and improving QoE
Expertise to bridge the gap between MVNOs and
Highlighted by Gartner in their latest Market
Landscape for Customer Experience Analytics
Improve Bottom Line
Improve Bottom Line with 0.5% - 1.0%
Real improved customer experiences
•The priority of
locations to be
improved is now
based on customer
feedback and actual
problems in those
•Discontinued a Device
model with poor radio
•Specific device types
stopped working after
upgrade rolled back
until fix in place
to newer device
firmware version as it
these customers and
stopped them from
•Reduced call centre
Average Call Hold
Times by 21%
to-repair by 57%
causing hanging data
•Discovered the actual
customer impact of
resulted in improved
CE KPIs now part of
staff bonus structure
•Correlated NPS to on-
internal processes to
purpose to Business
•Directly enabled the
Win-back of a key
trial and delivering
Dashboard to prove
•Out-of-band check on
Contact Julio Lema
Business Development at Ciqual