3. `
Measured QoS vs User Perceived QoE
NxRay measures the real Quality of Experience (QoE)
from the end user‘s point of view.
Passive Monitoring transparently to users.
Active End-to-End Tests (a real service perception).
A Module to maximize efficiency in Customer Care
Easy and quick massive instalation (2 secs aprox.).
Eliminates expensive additional HW costs, drive tests,
etc.
4. Overview of NxRay Software Solution
The diagram below shows a simple layout of the NxRay Data Monitoring solution.
5. The NxRay Solution
Ad-hoc queries
Customized Reports
In the Cloud or onsite installation
Highly scalable
No need for system integration
Reports & dashboards visualization
Customer care insights
NxRay
Backend
NxRay Mobile Device
Agents
NxRay QoS Probes
Device Info - Apps / Traffic -
Radio Parameters - Network Info
Geo Location - User Feedbacks -
Passive Monitoring - Active Test -VAS
Radio Parameters - Network
Info - IP Traffic – Full Layer 3 -
Geo Location –
Unattended - Active Test
6. Overview of NxRay Software Solution
The solution mainly comprises of three entities working seamlessly to achieve complete QoE
monitoring; these are namely: NxRay Client Software, SMS (Swiss Mobility Solution) Server
and NxRay Web client.
NxRay Client: Is the end-user software the runs ubiquitously on the subscribers Personal
Computer (PC) or mobile device logging necessary measurement statistics and KPIs for
reporting to the SMS server. It leaves very minimal footprint on the customers system thus not
affecting the performance of the end device. It can be embedded in the data modem or
downloaded from the internet.
Nx Server: Basically a server software that can be hosted on a web server or a corporate
server with access to the internet. This collates all the log files from the mobile subscribers for
storage and processing for later presentation/display on NxRay WEB.
NxRay WEB: This is the operational User Interface (UI) for viewing and download of reports,
troubleshooting customer complaints, KPI generation and some other operational
functionalities. Also included is a Customer Care Expert Cockpit in which call center operatives
can log into and assist clients in resolving problems before escalation to 2nd line support.
7. NxRay Product Feature
NxRay Client and NxRay WEB:
1. Multi technology support: GPRS/EDGE, UMTS R99, HSPA+.
2. Support for a wide range of USB Modems.
3. Web Interface Graphical User Interface (GUI).
4. Powerful reporting suite.
5. Passive and Active monitoring.
6. One button test for Active subscriber testing using IMSI.
List of Built-in Key Performance Indicators (KPI):
1. GSM: RxLev, RxQual, Bad Coverage RxLev, Bad Coverage RxQual.
2. UMTS: Ec/Io, RSCP, RSSI, TxPower, Bad Coverage Ec/Io, Bad Coverage RSSI.
3. HSPA: CQI, HSDPA modulation, Schedule, HARQ, Number of Codes, Service Grant, Happy rat
4. Worst Cell/Worst IMSI: 2G Usage, PDP Activation Error rate (%), QPSK (%) modulation, Avg DL
throughput, Max DL throughput, FTP DL, UL Avg, FTP UL, UL Max, Ping RTT Avg.
8. Why Customer Experience Monitoring
40% of dissatisfied customers are
likely to switch service provider
I cannot make
voice calls from a
specific location
After my OS version
upgrade, my device is much
slower and consumes more
battery
There’s an App
Draining my data
plan and I hardly use
it
My favourite video
streaming app is slow
when I use public WiFi
Extra capacity
No RBS or cell issues
Full 3G and 4G coverage
I’ve got good coverage but I
cannot connect. I will share this
feedback with my operator
through their great App!
Network view Customer reality
9. NxRay QoE
Benefits
• Interact with your subscribers
• True E2E
• Leveraging on real live traffic
• Same services, applications
& locations
• Geolocation of CE information
• Grand Scale: “thousands” of
clients
• Cross departments utilization
• Speed up Customer Care
• Optimize OPEX & CAPEX
expenditures
10. Our CEM Value Proposition
User Feedback and notifications
VAS for subscribers
On-demand active testing
Accurate Geolocation
Device info and diagnosis
Apps stability
WiFi analytics
User centric traffic
(foreground/background)
Voice data connection problems
that never reach network
Cost effective CEM
(MVNOs, ad-hoc deployment,...)
CEM
Drive Test
CRM
Network Probes
OSS/BSS
CDR
11. Insight & Analysis into
Network, Device and Application performance
&
Subscribers’ perceived Quality of Experience
QoE & QoS Solutions
Customer Care
Mobile Device Agents
Dedicated Probes
Backend for
Reporting & Analysis
Sales &
Marketing
Intl. RoamingNetwork Quality
& Operations
Mobile Virtual
Network Operators
Mobile Network
Operators
Regulators Telco Service
Companies
Segmented Customer
Experience
Corporate SLA
Visibility
Troubleshooting
VIP Customer
Preferred Roaming
Partner Monitoring
Customer Experience
Service Assurance
Troubleshooting
Benchmarking
12. NxRay Design Criteria
• No subscriber impact
• Legal, Privacy, Performance & Data
consumption
• Distribution model
• Opt-In
• SDK & Bundle
• Google Play, App Store
• Enterprise License, Link
• Massive Deployment
• Scalability
• Economical backend
• Thousands of subscribers
• Easy upgrade path
• Cross departments utilization
• Same backend with dedicated user
insights & modules
13. Mobile Device Agents
• Mobile App, subscriber interaction:
• Speed tests (throughput and
latency network)
• Customers Feedback (drop
calls, low throughput, echo,…)
• Network Coverage (Global &
Local Map)
• Utilities for final subscribers
(VAS -My Usage, My Network,
My Results)
• Background Module, passive
monitoring
• GPS Usage algorithm to
minimize battery consumption
• Small logfile size
• QoE based on true usage (ex.
Screen on/off detection)
15. Multi-Layer Map Visualization
• Multi-Layer Map Views
• Heatmaps
• Squaremaps (100m precision)
• Customer Experience Events
• User Feedback Events
• Network Elements
Mobile Clients Backend
from “User
Feedback” module
16. Reports & Dashboards
• Example of Trending Report
• Foreground and Background Traffic
Distribution for Facebook App
• Cellular Network
• 30% of the traffic in Background
• End User Perspective Voice Statistics
• Using the Polygon Filter
• Showing stats by Device
20. Private & Confidential
NxRay: Customer Care Expert Module
Client calls
Helpdesk
Customer Care
assistant uses NxRay
to filter client
Resumed QoE
Visualization
Quick Customer Care
checking for an easy
results intepretation
Provides the capacity to
accurate response and give
solutions for end users
Export reports capacity and
specific visualization for
second line support
Efficient and simple resolution of end-users issues
21. • Operators recognising importance of CEM
• Monitor from subscribers’ device & location
• Continued growth of smartphones
• Customer Care challenges
• 47% of support calls are related to device issues
• MVNOs need to monitor SLAs
CEM is a Key Metric for Operators
1. 2. 3. 4. 6.5. 7.Brand Lower
Price
Scale Scope of
Services
Network
Quality
Product &
Service
innovation
Customer
Experienc
e
A great Customer Experience
is a key differentiator that
allows operators to retain
customers and acquire new
ones.
22. Example of CCE
IntegrationCustomer calls
Helpdesk
Customer Care goes
to NxWeb device list
and filters for one
user
View list of data
sessions for that user
Check Customer
Care Cockpit for easy
to read results
Invite end user to
perform a connectivity
test or a one button test
Provide answer and
solution to customer
Send problem to 2nd line
support with all
information
23. Facebook & others: no
user initiated and
generating traffic daily!
Customer Care Insights
26. Conclusion
The NxRay solution will provide Etisalat with a bird’s eye view of how our data subscribers
perceive the network. This is achievable since each mobile device will act as probe for
statistical data collection.
Advantages:
1. Provide end user perception of the network.
2. Shows the exact location of user down to the LAC and Cell ID.
3. An excellent tool for Customer care to act as first line of support.
4. Comprehensive reporting for UMTS (3G) technology.
5. Includes excellent reporting capabilities. Report formats supported include .pdf, .ppt, .xls,
.doc, .jpg, et cetera.
Disadvantages:
1. It has limited reporting for GSM/EDGE technology.
2. Aggregation of statistics for a periodicity of days causes a loss of visualization.
3. It does not support MSISDN, only IMSI.
4. C/I and RxQual are not part of the KPI statistics.
