Customer Experience Featured Article

Anite CEM Solutions Draws on End-User Experience

Customer experience management (CEM) tools tend to provide IT administrators with much of the information they need to diagnose problems and monitor mobile devices accurately and efficiently. This reality has not stopped Anite (News - Alert), a global wireless testing technology company, from trying to improve standard CEM software with its own version that digs deeper than its competition.

Anite recently announced its Nemo CEM Observer software which seeks to detect the root cause of a customer's dissatisfaction with his or her mobile device by analyzing network parameters that operate at or below layer 3. According to the company's official product announcement, applications may appear to function correctly when parties look only at levels above layer 3. However, such applications may continue to provide users problems due to errors that operate below those levels.

Anite says that, with its new CEM software, it is trying to improve the overall quality of any user's experience. Networks themselves can cause users problems, and therefore, those problems can affect the quality of experience of every user involved with them. Kai Ojala, CTO at Anite Network Testing, speaks in Anite's announcement about the nature of the Nemo CEM Observer software and its impact on customers.

“High QoE is key to keeping customers loyal and operators are therefore constantly evaluating perceived end-user service quality," Ojala says. "Our newest solution, Nemo CEM Observer, is an in-depth CEM troubleshooting solution for real-time mobile service monitoring from the customer's perspective. Nemo CEM Observer provides detailed troubleshooting and root cause analysis data for improving wireless networks and services, which in turn leads to happier customers and ultimately to reduced customer churn.”

Admins using Nemo CEM Observer can analyze its collected data with Anite's Nemo Analyze post-processing tool. Nemo Analyze is able to produce graphs, charts, spreadsheets, and other data views that help admins benchmark data and troubleshoot problems with devices and networks. The Anite website says its product supports all major networks, including LTE (News - Alert), HSPA+, and CDMA2000.