The Future of Delivering Unparalleled Customer Service for Mobile Networks

I was in meetings  in one of the top 5 largest telecom markets globally in the past days and witnessed the birth of a new breed in delivering excellent customer service. Just imagine your service provider calling you of a bad experience you encounter before you can complain…. Imagine a world where your experience in using a mobile network is constantly being improved, a world where delivery of data services is so seamless you will never ever have to call customer services to complain. Imagine a world where your mobile network service provider cares more for you than they do on how much money you spend on their network. Imagine the future of connectivity so reliable that you will never ever be out of touch again…

Fortunately for us this future has arrived, soon you will never ever have to complain again since you are confident that every bad experiences you encounter while using mobile internet or your mobile phone are being constantly improved. You will never have to worry again that mobile network operators are tracking your usage and behaviors through hidden probes in the network. You will never have to worry again that every transaction you did with your mobile device is recorded somewhere in the network and are being accessed by someone whom intentions are not known to you. Soon you can use your mobile device with complete ease of mind and complete confidence that the services you use will be seamless and of excellent  quality.

How is this all possible? Not by using hidden recordings or probes that cost a fortune to mobile network operators but by a simply enabling mobile phones to automatically flag bad experiences  the user has encountered without the user having to do anything… This automated bad experience flagging then becomes an input to mobile services provider automated optimization process. This will eliminate the possibility of big brother watching everything since the device will simply send bad experiences and remove the need to monitor every transaction the device  or the user has made.

Working with HUGE Data Volumes

With the advent of high speed mobile broadband, comes the intricate problem of handling very high volume of data to be used for network management and optimisation. It is common to have 20 TB of network or probe recordings everyday, the question is how do you process and analyze this large volumes of data to be useful? It is a known fact that even the vendors of test and measurement equipment that supplies the systems to capture and gather this data cannot cope with the volumes in terms of processing, analysis and reporting. Now considering that you add to that all other data sources that can be used for network management and optimization such as drive testing, call records, event records, performance counters, probes, provisioning, customer support and complaints… how do you handle all this to make the most out of it?

It’s simple really, we have the answer and have proven that it is possible to handle such a high volume of data easily and very fast, it is forgetting about schema’s and tables. When we design a solution we do not think of reformatting data instead we simply keep the same formats as they were in their original form, so we end up with several data formats being loaded into our systems. Why is this effective and efficient, firstly we do not need to convert and store the data in its new format. Secondly the original format where it was created is probably the best for this data since the vendor would have spent several man years to get it right for their equipment. And lastly, we simply have clever solutions...

OK the last part was pushing it too much as a sales pitch, however it is fair to say we think differently than most companies in our field and industry and we have proven that it works well.