Customer
Experience
into action, at subscriber scale
What Is Customer Experience Assurance?
A network can meet every performance target and still leave customers dissatisfied. Customer experience assurance closes that gap by turning live network traffic into subscriber-level insight, showing what each customer is experiencing, on which device, in which location, and through which application. By connecting the RAN, core, device, and service in a single view, RADCOM ACE helps teams trace issues such as dropped video, slow web pages, or poor call quality back to their root cause in minutes rather than days. The result is a smarter way of working across operations, care, and engineering, shifting from reactive troubleshooting to preventative assurance.
How Can RADCOM Help You?
RADCOM ACE gives operators a single, subscriber-centric view of the customer experience across the entire network, using data captured directly from live traffic, not samples or estimates. At its core is the Customer Experience Index (CEI), which correlates a wide range of network KPIs into a single experience score for each service. Scores are calculated per subscriber and aggregated into service-level dashboards, such as a voice quality CEI spanning the entire network. This reveals how experience varies across the customer base, how it compares with network baselines, and where it is changing. Teams can move from identifying an experience issue to understanding its root cause and taking action, all from the same subscriber-level view. Scalable to millions of subscribers, RADCOM ACE transforms raw network data into actionable intelligence that helps operators resolve issues faster, protect loyalty, and safeguard revenue.
Subscriber-level visibility
Real-time experience scoring
Faster complaint resolution
VIP and enterprise SLA protection
Predictive early warning
AI agents for care and operations
High-Capacity User Analytics
Cut the cost of user-plane visibility by up to 75%.
Subscriber-level insight depends on seeing the traffic that carries it, and in 5G networks the sheer volume of user-plane data is the constraint. RADCOM High-Capacity User Analytics processes traffic at the network edge, capturing and analyzing up to 800 Gbps on a single commercial off-the-shelf server. Operators can analyze 100% of traffic in real time rather than working from samples, with full deep packet inspection and patented video QoS technology extending visibility into encrypted services. The architecture is non-intrusive, with no inline devices to deploy, and cuts operational costs by up to 75% compared with traditional probe-based solutions while reducing storage costs and consolidating monitoring tools.
Customer Experience Analytics
Go beyond network performance to understand the experience behind it.
By connecting network data with subscriber behavior, RADCOM ACE reveals how services are experienced in the real world, linking network conditions, service quality, applications, and usage patterns to uncover what shapes customer experience. Advanced application classification provides visibility into encrypted OTT services, while machine learning–based quality indicators add insight into video, speed, latency, TCP, and DNS performance. With continuously updated intelligence, executive dashboards, and self-service analytics, operators can quickly understand what is happening, why it is happening, and where to act.
Predictive Customer Experience
Anticipate degradation before it impacts your customers.
Rather than waiting for a KPI to breach a threshold, RADCOM ACE uses machine learning to establish a baseline for each metric, accounting for historical patterns, seasonality, and trends to predict where performance is heading. When a forecasted threshold crossing is detected, teams are alerted, typically four to five days in advance, giving them time to investigate and address the degradation before it reaches service quality. Any KPI can be forecast this way, extending the same trusted anomaly detection foundation across the RADCOM ACE ecosystem.
Complaint Investigation and Ticket Handling
Know whether a complaint is an isolated issue or a problem affecting thousands.
Instantly know whether a complaint is one subscriber’s problem or a fault hitting thousands, so your team fixes what matters most first. RADCOM ACE validates each complaint against the actual subscriber experience along the same route or region, revealing at a glance whether an issue is isolated or systemic. Teams can then pinpoint the affected cells, identify the likely root cause, and drill into what is driving it, from device type and location to time of day. The result: faster resolutions, fewer repeat complaints, and emerging problems caught before they turn into a wave of tickets.
VIP and Enterprise Assurance
Protect the customers who matter most.
RADCOM ACE continuously monitors VIPs, enterprise accounts, government agencies, and corporate groups, connecting subscriber, device, application, and service data to reveal issues before they become escalations. For customers with SLA commitments, ACE prioritizes and escalates issues against contractual targets, giving teams the visibility to resolve degradation early and protect both the relationship and the revenue behind it.
Device Analytics
Rule out the handset before you spend on the network.
Correlating device performance with conditions across the RAN and core, RADCOM ACE helps operators distinguish coverage, congestion, and dropped calls from issues originating in the handset. By revealing performance patterns across device models, operating systems, and chipsets, the same intelligence can drive decisions beyond engineering, from targeted 5G upgrade opportunities to smarter network investment and capacity planning.
Customer Experience AI Agents
Turn customer experience insight into action with AI.
RADCOM Neura brings specialized AI agents, grounded in live network traffic and built on RADCOM ACE, to assess subscriber experience, validate complaints, and identify the broader customer impact. Together, they help operators understand what is happening, prioritize what matters, and act before frustration becomes churn.
The RADCOM Subscriber Experience Analyzer agent gives a real-time view of any individual subscriber, quantifying the quality they are receiving and flagging when that experience is likely to trigger a complaint.
The RADCOM Complaint Validator agent searches the underlying data for concrete evidence of a reported problem, confirming or ruling it out in seconds instead of hours.
The RADCOM Subscriber Impact Validator agent widens the lens to scope, identifying who is affected now and who is likely to be affected next. This helps to validate faster, and resolve issues before customers start looking elsewhere.
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Further Reading
FAQs
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It is the practice of measuring, scoring, and protecting the quality of service each subscriber actually receives, rather than just monitoring network elements. RADCOM turns live network data into a real-time view of subscriber experience so operators can find and fix issues before customers feel them.
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The CEI is a single, normalized score that reflects how satisfied a subscriber is with their service. It follows the industry-standard three-tier model: raw network measurements (KPIs) roll up into per-service quality indicators (KQIs), which are weighted and combined into one CEI score per subscriber.
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Survey-anchored approaches calibrate against NPS or CSAT, so they cover only a fraction of subscribers and confirm problems after the fact. RADCOM takes a bottom-up, probe-measured approach: experience is computed directly from per-subscriber network data, so every subscriber gets a live score and the operator moves from reactive to predictive.
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Machine learning models learn each metric's normal seasonal and trend behavior and flag deviations as they emerge, so teams are alerted to degradation before it affects the customer experience. This shifts operations from confirming complaints to preventing them.
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They are specialized RADCOM Neura agents that automate common customer-experience investigations:
- Subscriber Experience Analyzer: gives the current network experience for a specific subscriber and flags a potential intent to complain.
- Complaint Validator: checks a subscriber's experience KPIs and looks for evidence in the data that the reported problem is real.
- Subscriber Impact Validator: identifies the subscribers currently and likely to be affected by a given network issue.
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Care and operations teams can validate a complaint in seconds against real network data, see who else is affected, and prioritize the issues with the greatest subscriber impact. Catching and resolving degradation early protects the experience before frustration turns into churn.
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RADCOM uses passive network probe data, capturing per-subscriber signaling and traffic across 2G to 5G, alongside RAN and core KPIs and device data. Because it is passive and network-sourced, it delivers true per-subscriber quality of experience without instrumenting handsets or relying on customer surveys.