Astellia (News - Alert), a provider of customer and network intelligence for mobile operators, has introduced Nova Care to improve customer service efficiency.

Officials with Astellia said that Nova is the company’s new generation of monitoring solutions for multi-technology mobile networks (2G, 3G, 4G). Nova aims to bring unique network and customer insight to improve mobile operators' business performance, optimize end-to-end service quality and enhance subscriber satisfaction.

Nova provides operators with capabilities to detect, analyze, troubleshoot and report issues related to network performance, handset behavior and subscriber usage.

According to company officials, Nova Care provides mobile operators’ customer service teams with the means to improve customer complaint analysis and handling, and thereby helps to improve customer retention and loyalty.

"Customer service agents are under increasing pressure to increase first call resolution (FCR) and to lower significantly the number of trouble tickets sent to level 2 teams," said Frederic Vergine, president products at Astellia, in a statement.

Vergine said that Nova Care provides not only the means to engage with customers and to show awareness and understanding of their experienced problems but also to diagnose if the subscriber is the only one impacted or if it is global to the cell.

He said that this is key information in helping operators organize resources and in prioritizing optimization activities based on the number of impacted subscribers.

Company officials said that in one single screen, customer service agents can measure subscriber satisfaction and QoE of each individual across all network technologies from 2G to 4G. Nova Care provides them with a detailed overview of the subscriber activity (voice calls, messages, data sessions) and helps them identify issues encountered by the subscriber as well as the cause of the problem.