[February 22, 2012]

New Actix Customer Experience Analytics Delivers Actionable Intelligence for Mobile Operators

Actix (News - Alert) has today released Customer Experience Analytics (CEA), a new addition to the ActixOne platform's suite of solutions that allows mobile network operators to see exactly which subscribers are being negatively impacted by the RAN's performance, their location and the device they're using. This information, along with additional business data such as billing records to determine which customers are VIP's, customer complaint records and other data sources, can be combined into a single view, giving the operator meaningful insight into each customer's experience.

Actix CEA provides mobile operators and vendors with actionable intelligence, helping a wide range of different groups in the organization take action to improve customer experience and network performance. Customer experience analytics are accessed via a web-based interface that provides up-to-date information that can be accessed by anyone within the organization from any location.

CEA generates geographical views, dashboards and reports detailing the RANs impact on customer experience and the subsequent impact on the business. This will enable operators to make informed decisions on network investment, marketing campaigns and customer retention strategies. As a result operators can:

• Improve customer experience, resulting in less churn
• Increase international roamer capture, thus increasing revenues
• Address data hotspots more cost effectively
• Improve corporate account and VIP customer retention
• See better returns on marketing campaigns
• Get better visibility and control over outsourcers
"With competition between network operators fiercer than ever, customer experience in the RAN is becoming the key battleground, but it's an area that very few operators have much insight into," said Richard Kateley, Actix CTO. "Using CEA, RAN engineers will know exactly where to spend their time. Why optimize a sector which has a neighbor-list issue, in the hope that the resulting change will make everyone happier, when your highest paying customers are getting terrible performance a half mile away? CEA will pinpoint exactly the area that needs fixing for maximum customer impact. Our unique ability to correlate customer experience with information on recently lost customers and where the customer services team have registered complaints means that operators can really focus on what's important."

CEA is not only a next generation optimization solution for RAN engineers it will provide actionable intelligence for other departmental teams. New insights from CEA will help those responsible for adding small cell technology, to know where to place additional devices near or within large buildings to improve performance for large corporate customers aiding in retention. Or, near train stations to connect to roamers first, before the competition gets them connected. The marketing teams can take these fresh insights and teaming with other groups inside the operator, create new revenue generating services.




"This new level of insight will allow engineering, customer support and marketing teams to develop targeted campaigns and improvements that ultimately reduce churn and improve the experience of using the network," said Bill McHale, Actix CEO. "Being able to share granular last mile customer experience data across the business will vastly improve an operator's ability to tackle customer experience issues and achieve competitive advantage."

Actix's Customer Experience analytics solution runs on the ActixOne platform, which provides a unified workspace for automating an unparalleled breadth of mobile analytics and optimization activities.

Actix will be demonstrating Customer Experience at Mobile World Congress (News - Alert) 2012 on stand 8C66.

- Ends -

About Actix

Actix is the world leader in mobile network analytics and optimization, with more than 400 customers, including 25 of the top 30 operators worldwide. Founded in 1991, today Actix has offices in the U.K., Germany, U.S.A, Malaysia, China, Singapore, Japan, Australia, Brazil and Dubai.

In 1997, Actix developed the world's first multi-vendor desktop solution, Analyzer, for mobile network layer 3 analytics, which is the current de facto global standard. In 2007, Actix delivered another world first, a mobile network analytics and optimization platform supporting hundreds of users, called ActixOne. This optimization platform encompasses multiple solutions to assure network rollout quality, improve customer experience in the RAN and optimize multi-vendor 2G, 3G and 4G networks.

www.actix.com






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