NetTrax™ Customer Experience SolutionWhy not optimise…through your subscriber’s eyes?
What the NetTrax Solution provides? Application on handset reports events affecting subscriber experience Dropped Calls, No Service, Failed Setup, CSSR, Call Drop Rate, Erlang etc Allows operators to gather data from subscribers handset Potentially turn thousands of regular subscribers into drive test engineers GPS Data Provides Exact Location of Event Supported handsets internal GPS logs location, speed and bearing of event Application is invisible to subscriber The users experience is not compromised in any way as application runs silently in the background and does not affect any handset functions. Minimal impact on handset battery life due to application design. Application can be loaded OTA, via download or pre-loaded Networks can decide how to deploy the solution and target specific subscriber groups as required (Prepaid, Contract, Staff Only etc)
An Agent is loaded onto a supported subscribers handset which logs information about events that negatively effect subscribers experience When an event occurs such as an abnormal call termination, the GPS coordinates, serving cell, signal strength etc is captured and sent to the NetTrax event processing server via SMS All these events are correlated and plotted on top of a Google Map based interface allowing trends to be detected that would otherwise require intensive network drive testing As the exact location is known, as well as the radio environment at the time of the event, the problem can easily be reproduced and ultimately corrected Once a correction has been made (Configuration change, Parameter change etc), the effectiveness of the change can be validated by monitoring the problematic area within the tool. Once the trend for the failure changes the correction is seen as successful
The diagram illustrates the typical event capturing process flow Handset captures “heartbeat” statistics such as CSSR, CDR, ERLANG etc per subscriber The Handset Agent can be upgraded, removed or de- activated Additional events can be added as required, as well as support for additional handsets / technologies
Currently Supported Features NetTrax currently supports the following handset OS types (Handset must be GPS enabled) Windows Mobile 6.x (Commercial Release) Android (Commercial release) Symbian /Nokia (Commercial release) RIM/Blackberry (Commercial Release) Planned commercial data dongle support – January 2012 (ZTE and Huawei) Support for IPhone – January 2012 (In Development) Logs: Dropped Calls, Failed Setup, No-Service, Other Network Service as well as Call Setup Attempts, Erlang etc Support for data events such as throughput, latency etc in product roadmap Currently reports on several radio parameters EVENT ID, EVENT DATE, EVENT TIME, EVENT TYPE, EVENT CAUSE, MSISDN, GPS VELOCITY, GPS BEARING (Direction of Travel), NETWORK TECHNOLOGY ( 2G, 3G), RXLEV AT TIME OF FAILURE, GPS UPDATE DELAY, HANDSET MAKE, HANDSET MODEL, HANDSET SW VERSION, HANDSET IMEI, REVERSE GEOCODED ADDRESS, LATITUDE, LONGITUDE **The above parameters are supported by all handsets. Additional parameters are available for certain handsets.
Simple user interface NetTrax uses a simple GUI GIS and Grid viewing options Events clustered on display to easily identify problem areas Drill down functionality allows for simple identification of network fault hot spots Full interaction between mapping display, grid and Un-clustered vs Clustered Display graphs for simplified fault diagnostics Faults and Comment on a fault or group Cells of faults and automatically Displayed send responses to subscribers on the alerting them of known same GUI network problems in specific areas
Powerful Diagnostic Capability Users can filter by date range, geographical area, event type, handset type, MSISDN etc Users can comment on specific events and set the event status etc One click export of events to external tools for post processing if required One click export of mapping window for reporting or comparison purposes User privileges can be set to show specific areas and perform specific functions
Dashboards can be displayed in a NOC or Customer Call Centre to show hot spot activity in the network in near real-time to detect events that are subscriber affectingHeartbeat performance statistics aregathered from the handset every 24hrs(or defined operator required interval)and can be used to show subscriberperceived network performance for aspecified period.
Network benchmarking can be achieved by using Nettrax and ProbeX (RanWorx probe solution) together, allowing for fully automated network benchmarking. Operator Benchmarking - No Service Operators can run benchmarking 24/7 or at selected intervals depending on their specific requirements Operator 1 No Coverage Operator 2 No Coverage Operator 3 No Coverage Operator Benchmarking - Call Setup Failures Benchmarking data can be Operator 1 Call setup failure reviewed and analysed in Operator 2 Call setup NetTrax, or exported for failure Operator 3 Call setup analysis in 3rd party tools failure
Full support included for subscriber logging of events from a secure webpage which can be integrated into an operators existing website. Full support for customer service interface allowing a call centre staff member to log a complaint for a client telephonically Subscribers can receive a reference number via SMS or email for fault tracking. Engineers can receive notifications of events that have been logged through the call centre or by subscribers directly on the internet. Security model includes anti-spam and subscriber verification via SMS pin. All event types can be correlated and filtered etc on a single workspace Subscriber and Call Centre Logging Interfaces
NIL Module (Network Initiated Logging) allows an operator to poll any mobile running NetTrax at any time to return the current radio environment been measured by that mobile, or to set a virtual geographical “fence” which when entered by any NetTrax mobile will initiate automatic logging of that area until such time as the mobile exits the area. Fault and Configuration Module (FCM) allows operators to correlate failures and subscriber complaints with network outages or changes to determine trends that would otherwise be extremely difficult to pick up. ProbeX allows operators to request a handset to perform a sequence of events and return the results in near real-time (Make calls, send SMS, upload data etc) Nil Network Data View
Simple administration for user management, display control, display preferences etc User logon and audit trails Site database management and bulk site import Support for multiple groups/roles etc Control access to each individual NetTrax component or feature
NetTrax Surveyor Module Allows engineers to see network information on industry standard smartphones Engineers can see CELLID, RXLEV, LAC, NCC, MNC, BER etc Support for all mainstream smart phone platforms Blackberry, Symbian, Android, Windows Mobile, (iPhone in development) Snapshots can be taken and uploaded automatically to server Engineer can record information and send it directly to server Engineer can take multiple measurements per location Engineer can attach measurements to a customer care reference number, or location identifier etc Simple GUI for use by non-technical staff Installation is simple and requires no configuration. GPS location information included if supported by handset Full reporting and analysis in NetTrax GUI Measurements can be easily reported on using the NetTrax web based interface
NetTrax Integration CapabilityNetTrax supports integration to many 3rd partyapplications and databases such as: Performance Management Systems (OPTIMA, OPTIMI, NexusMETER) Configuration Management Solutions (NetCM, Datasafe) Drive Testing Tools and Databases (Ranopt, ROAM, TEMS, NEMO) Planning Tools and Databases (Asset, Netact, Cellplanner) Integration currently implemented: Netcm – Light Integration HP Openview – Moderate Integration Asset WED – Light Integration
NetTrax Integration LevelsNetTrax supports 3 levels of 3rd party integration:1. Full Integration – Data is extracted, parsed and loaded directly into NetTrax – Data available throughout solution – Requires a high level of customisation2. Intermediate Integration – Data is collected from 3rd party database or file by FTP, ODBC, JSON call, webservice etc – Data available in specific components and areas of the tool (Typically reports and mapping bubbles etc) – Requires moderate customisation3. Light Integration – User is redirected to 3rd party tool or database via context sensitive links – Data available in limited components and areas of the tool (Typically mapping bubbles) – Requires minor customisation
Benefits of the NetTrax Solution Reduction of CAPEX and OPEX Significantly reduce the time to perform network fault analysis / drive testing / benchmarking Perform focused drive testing campaigns on NetTrax identified problematic areas Corrective action can be taken to resolve problems in the network before they are raised by customers Improve customer experience and reduce churn by providing feedback on complaints and improving network quality Consolidated view of faults across an organisation (Reports and access to faults logs can be supplied directly to network staff if required) Can be used to benchmark competitor network quality Have visibility of customer perceived quality Integrate to existing tools and processes to streamline the fault resolution process and reduce the time taken to implement corrective action
NetTrax will reduce your Opex Traditional drive testing involves capturing hours and hours of data yet only analysing very small portions of this data surrounding network faults – NetTrax will locate problem areas and allow a focused effort when drive testing which translates into a direct cost saving Lower cost of ownership NetTrax with 1000 activated users will provide you with over 30 000 hours of active network monitoring in a year if each user makes 5 minutes worth of calls in a day versus only 4000 hours of monitoring using 2 drive test teams dedicated 8 hrs a day to drive testing. In addition to just gathering the data, traditional drive test information will still require post processing to actually determine what faults occurred and where they occurred before further action can be taken – NetTrax returns only the specific area and fault NetTrax runs 24/7, anytime a loaded handset is logged onto the network - drive testing is generally only performed during office hours When used efficiently, NetTrax should reduce the costs traditionally associated with drive testing by a minimum of 30% whilst providing a greater volume of usable data.
NetTrax vs Drive Test Case Study South African Operator – Based on live data and real figures Current cost of drive testing – R180 per hour (Conservative estimate including cost of vehicle, staff, fuel and equipment) Operator has 75 handset NetTrax Test licence NetTrax users generate on average 35 minutes of phone calls per day and highlight on average 2.7 network problems per day In a year, that equates to +- 16 000 hours of network analysis and will highlight +- 70 000 network faults Cost for drive testing to achieve 16 000 hours of analysis is +- R2,9 Million Operator achieved a 72% cost saving by using NetTrax, even though NetTrax provides more usable data. As a result, the operator is in the process of reducing its drive testing budget by +- 40% for the coming year, and will focus drive testing efforts in the areas highlighted by NetTrax If you extrapolate the figures and increase the NetTrax number of handsets, the saving/value ratio improves exponentially as NetTrax licensing cost becomes lower as number of active handsets increase.
Example Business Case – Reduction of ComplaintsExample for an Operator with 10m subscribersPropensity to Complain:• 1 complaint for every 2500 setup failures• 1 complaint for every 100 voice call dropsNetwork statistics:• 10M Subs each making 100 calls on average/Month = 10m x 100 = 1B Calls per Month• Call Drop Rate measured on network is 2.5%• Call Drop volume = 10M x 100 x 2.5% = 25M Dropped Calls• Based on PTC = 1 complaint for every 100 drops = 250 000 complaints at Call Center• Each complaint costs approximately US$ 1.00/Min * 3 Min per complaint• US$ 3.00 x 250 000 = US$ 750 000/Month cost at Call Center on Dropped Call Complaints• Cost for Drive Testing = US$ 100 000 /Month• If we assume a 7.5% saving on Customer Care and 30% on Drive Testing only• Year on Year saving from CC & DT by implementing NetTrax = US$ 1 M (approximate)*** Improved network quality will increase the subscriber use of the network and reduce churn. This will automatically equate into higher revenues for the Operator ***
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