MIC enhances Customer Experience Analytics Suite: The analytics suite allows communication service providers to build a holistic view of the subscriber experience across different channels, devices, and networks using a central repository of customer interaction data. This provides real-time, actionable insights that can be translated into business outcomes. Key advantages include a 360-degree view of customer data and powerful analytics tools to extract insights and perform root cause analysis. The suite includes applications to analyze mobile, prepaid, and quality of service.

1. MIC enhances Customer Experience
Analytics Suite:
BUSINESS WIRE
05/04/2014
Customer Experience Analytics offers a practical and unique approach to measuring, monitoring and
monetizing the customer experience, said Adam Maghrouri, president of Americas at Mara-ison
Connectiva. With a central repository of customer interactions and consumption across all touch points, this
advanced analytics framework allows providers to build a holistic experience of the subscriber
experience across varied channels, devices and networks.
Communication service providers face the strategic imperative to increase stickiness and ARPU by
designing and delivering a differentiated customer experience. Faced with increasing volumes and
complexity of customer data, providers need real time, actionable insights that can be translated into
tangible business outcomes.

2. There are several key advantages with existing systems that claim to monitor and measure customer experience:
Continued Adam Maghrouri, President Of Americas.
 Customer data is collected and analyzed in vertical silos per service; No visibility into an
integrated view of the customer across products and services
 Customer data is collected and analyzed in channel and interaction silos (web, POS, contact center
etc.) no visibility into a single view of all interactions across inbound and outbound channels
 Lack of visibility into the end-to-end "customer journey" transcending multiple touch points
 Long time-to-market for developing new reports, dashboards and analytic views
The solution provides business users with visually rich customer experience maps powered by sophisticated
micro segmentation and funnel analytics. In addition to gaining real time visibility into service adoption,
campaign performance, and quality of service, providers also can get real time access to a full 360 degree
view of the customer across network, device and IT sources. The CEA platform also enables automatic
discovery and resolution of unreported and implicit negative experiences (e.g. dropped calls, portal
unavailability, and abandoned shopping carts) and related root causes, Maghrouri continued.
ADVANTAGES:
 360-degree view of all customer behavioral data across networks, services and devices
 Pre-defined experience metrics, KPIs based on industry best practices
 Powerful analytics tools to perform open ended correlation and extract insights
 Strong investigative environment for root cause analysis
 Action engine to translate insight into meaningful real-time campaigns and notifications
 Social network analysis to considerably enhance customer acquisition, retention and service
adoption
APPLICATION SUITE:
 Mobile Analytics
 Premium Content Analyzer
 Mobile Web Analyzer
 Mobile Application Analyzer
 Customer Fingerprinting
 Prepaid Analyzer
 QoS Analyzer
Mobile Analytics is an end-to-end analytics application suite that allows you to understand data, content
and application consumption across all mobile portals and channels. It enables you to analyze mobile
activity both on and off portal including:
 Consumption (Purchases and download)
 Browsing and Search
 Usage, Interests, Conversion and Purchase details per customer and content provider over time
across varied dimensions

3. Mobile Analytics includes the following core modules:
1. Premium Content Analyzer
This module allows you to map the end-to-end activity on-deck and derive insights from customer
behavior. The solution comes with a pre-packaged set of reports, dashboards and work-flows but also
provides unlimited flexibility to define new analytics views and perform ad-hoc analysis. Some of the
salient capabilities of the solution include:
 Ongoing and continuous tracking of conversion rates from browsing to purchase as subscribers
move through the sales funnel
 Automated identification of barriers and opportunities reducing conversion
 Mapping of customer preferences of content over time
 Analysis of storefront performance
 Content Provider Analytics and Self Service
2. Mobile Web Analyzer
The Mobile web analyzer allows you to track subscriber activity on the mobile Internet based on opt-in and
preferences. Key capabilities include:
 Collection of browsing data both on and off portal
 Identification of consumption shifts and patterns across channels
 Classification of browsing activity based on categorization
 Embedded deep packet inspection engine that can extract metadata and context from off-portal
activity
 Ability to integrate to third party probes
3. Mobile Application Analyzer
The application analyzer enables monitoring and tracking of application downloads, online usage and other
activity related to application stores. These include operator managed stores as well as Apple, Android,
Blackberry and Windows app stores. Specific capabilities include:
 Tracking application downloads and app usage
 Classification of customer segments based on interests
 Constructing smart-phone fingerprint per subscriber
About Mara-ison Connectiva
Mara-Ison Connectiva Limited is an Analytics product and services company with focus on Customer
subscriber data monetization. The company provides a portfolio of analytics solutions
The company supports a customer base in Americas, India, Africa, Middle East, Asia Pacific and Europe.
The customer base include Leading service providers ranging from 2 million to 200 million subscribers in a
variety of segments across mobile, cable, cloud services, media, utilities, financial and business services to
deliver over $750 million in value. The product has won numerous awards and has been consistently
recognized as one of the best products in Customer Analytics.
www.mara-isonconnectiva.com