Category: (2) TAM Application Type
Application Identifier: 5.5.12
Maturity Level: 4
Customer Experience Monitoring (“Monitor”) provides the necessary functionality for continuous monitoring of operational factors that qualify the customer experience such as financial (billing overage, payment, abnormal fee etc.), usage (failed attempts at using a particular service, inactivity or sudden decrease in usage of certain service etc.), technical (network related such as dropped calls, internet access problems, video buffering etc.; device related such as battery draining, configuration mismatch, etc.), Customer Influence and Churn Risk Analysis and the like. This should also include monitoring of relevant events from external sources such as Social Media, 3rd Party sites etc.
Customer Experience Monitoring functionality includes:
· Complex event framework to capture events from relevant BSS sources such as Billing, CRM etc.
· Ingesting real-time feeds from relevant sources into a consistent and smart structure for processing
· Connectors to different sources exposed by the source or built within the framework to get data
· Gathering of customer interaction events/data from all channels (agent interaction/notes, web/device click analytics, retail transactions, etc.), including receiving information from Customer Interaction Collection & Storage
· High-volume technical events from network probes, device agents, etc.
· Ability to aggregate and map the above into a consistent model of the customer (see Customer Context Map).
This was created from the Frameworx 16.0 Model