{"id":289,"date":"2020-10-18T14:03:24","date_gmt":"2020-10-18T14:03:24","guid":{"rendered":"https:\/\/radcom.com\/?page_id=289"},"modified":"2023-11-12T10:57:47","modified_gmt":"2023-11-12T10:57:47","slug":"customer-and-service-experience-management","status":"publish","type":"page","link":"https:\/\/radcom.com\/customer-and-service-experience-management\/","title":{"rendered":"CUSTOMER-AND-SERVICE-EXPERIENCE-MANAGEMENT"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"289\" class=\"elementor elementor-289\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-107095bf elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"107095bf\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-17cd39df\" data-id=\"17cd39df\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-66dbfdbe elementor-widget elementor-widget-image\" data-id=\"66dbfdbe\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.23.0 - 15-07-2024 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1922\" height=\"494\" src=\"https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/website-banners_soc_cem.png\" class=\"attachment-full size-full wp-image-293\" alt=\"\" srcset=\"https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/website-banners_soc_cem.png 1922w, https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/website-banners_soc_cem-300x77.png 300w, https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/website-banners_soc_cem-1024x263.png 1024w, https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/website-banners_soc_cem-150x39.png 150w, https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/website-banners_soc_cem-768x197.png 768w, https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/website-banners_soc_cem-1536x395.png 1536w\" sizes=\"(max-width: 1922px) 100vw, 1922px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6a220f0e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6a220f0e\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7b2a736f\" data-id=\"7b2a736f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-720c2c7d elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"720c2c7d\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;_id&quot;:&quot;7153308&quot;,&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:null,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]},{&quot;_id&quot;:&quot;10a4ee0&quot;,&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:null,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-65c27a22\" data-id=\"65c27a22\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6da0ca3 elementor-widget elementor-widget-text-editor\" data-id=\"6da0ca3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.23.0 - 15-07-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<h1>RADCOM SOC and CEM<\/h1><p>SOC and CEM are crucial to helping operators deliver a high-quality customer experience in 5G, moving from being reactive to proactive when handling service degradations. Bringing the customer experience into focus and enabling the operator to make customer-led decisions on top of engineering-led choices.<\/p><p>RADCOM Network Insights delivers a comprehensive SOC and CEM solution that enables operators to monitor the overall service quality and customer experience. With these insights, Operators can perform root-cause analysis and troubleshooting at both a high and granular level, with drill-down capabilities to the packet or subscriber level.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a910f5 elementor-widget elementor-widget-spacer\" data-id=\"2a910f5\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.23.0 - 15-07-2024 *\/\n.elementor-column .elementor-spacer-inner{height:var(--spacer-size)}.e-con{--container-widget-width:100%}.e-con-inner>.elementor-widget-spacer,.e-con>.elementor-widget-spacer{width:var(--container-widget-width,var(--spacer-size));--align-self:var(--container-widget-align-self,initial);--flex-shrink:0}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container,.e-con>.elementor-widget-spacer>.elementor-widget-container{height:100%;width:100%}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer,.e-con>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer{height:100%}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer>.elementor-spacer-inner,.e-con>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer>.elementor-spacer-inner{height:var(--container-widget-height,var(--spacer-size))}.e-con-inner>.elementor-widget-spacer.elementor-widget-empty,.e-con>.elementor-widget-spacer.elementor-widget-empty{position:relative;min-height:22px;min-width:22px}.e-con-inner>.elementor-widget-spacer.elementor-widget-empty .elementor-widget-empty-icon,.e-con>.elementor-widget-spacer.elementor-widget-empty .elementor-widget-empty-icon{position:absolute;top:0;bottom:0;left:0;right:0;margin:auto;padding:0;width:22px;height:22px}<\/style>\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-70171c3e elementor-widget elementor-widget-heading\" data-id=\"70171c3e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.23.0 - 15-07-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">RADCOM Network Insights for SOC<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-61453892 elementor-widget elementor-widget-text-editor\" data-id=\"61453892\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>For a comprehensive SOC solution, RADCOM Network Insights is correlated with BSS and OSS data enabling operators to monitor the overall service quality and rectify service degradations that impact subscribers from the RAN to the network core.<\/p><p>The SOC solution takes in numerous data sources from RADCOM Network Insights to OSS data (such as Performance Management, Fault Management, Trouble Ticketing Systems, Call Trace Records and Inventory), as well as BSS data (such as Billing and Customer Relationship Management &#8211; CRM).\u00a0<\/p><p>The data is then correlated via RADCOM Smart Mediation to calculate the KQI\u2019s and KPI\u2019s, triggering alarms when service quality drops below a certain threshold, or when there are anomalies in the data. Taking an end-to-end view of the network ensures that rapid action is taken when there is any degradation or outages which may affect the subscriber.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e2d812e elementor-widget elementor-widget-spacer\" data-id=\"1e2d812e\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3eb761b9 elementor-widget elementor-widget-image\" data-id=\"3eb761b9\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/soc-screen.jpg\" title=\"soc-screen\" alt=\"soc-screen\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28f4d92 elementor-widget elementor-widget-heading\" data-id=\"28f4d92\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">RADCOM Network Insights for CEM<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-13f370f2 elementor-widget elementor-widget-text-editor\" data-id=\"13f370f2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>For an end-to-end CEM solution, RADCOM Network Insights is correlated with BSS and OSS data to generate a Customer Experience Index (CEI), so operators can smartly monitor the entire customer experience journey with easy access to end-to-end troubleshooting, trend analysis as well as churn and Net Promoter Score (NPS) prediction.<\/p><p>By deploying an end-to-end CEM solution operators can improve customer retention, reduce OPEX, and differentiate their customer experience.\u00a0 By correlating data from various touchpoints, the operator can truly understand the customer experience and troubleshoot the service performance to ensure the delivery of high-quality services to their subscribers.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-390f61a elementor-widget elementor-widget-image\" data-id=\"390f61a\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"732\" height=\"561\" src=\"https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/tethering-1.png\" class=\"attachment-large size-large wp-image-291\" alt=\"tethering\" srcset=\"https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/tethering-1.png 732w, https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/tethering-1-300x230.png 300w, https:\/\/radcom.com\/wp-content\/uploads\/2020\/10\/tethering-1-150x115.png 150w\" sizes=\"(max-width: 732px) 100vw, 732px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f4266c elementor-widget elementor-widget-text-editor\" data-id=\"2f4266c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><em>RADCOM SOC and CEM solution enables operators to make customer-focused decision<\/em><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-31875738 elementor-widget elementor-widget-spacer\" data-id=\"31875738\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e5ce53f elementor-widget elementor-widget-heading\" data-id=\"e5ce53f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Further reading<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-630bf59d elementor-widget elementor-widget-text-editor\" data-id=\"630bf59d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p data-ext=\"pdf\"><a title=\"Solution brief: RADCOM SOC and CEM\" href=\"https:\/\/radcom.com\/further-reading\/radcom-soc-and-cem-solutio\/\"><i class=\"fa url-icon\"><\/i>\u00a0Solution brief: RADCOM SOC and CEM<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>RADCOM SOC and CEM SOC and CEM are crucial to helping operators deliver a high-quality customer experience in 5G, moving from being reactive to proactive when handling service degradations. Bringing the customer experience into focus and enabling the operator to make customer-led decisions on top of engineering-led choices. RADCOM Network Insights delivers a comprehensive SOC [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":238,"parent":0,"menu_order":68,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"content-type":"","footnotes":""},"class_list":["post-289","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CUSTOMER-AND-SERVICE-EXPERIENCE-MANAGEMENT | RADCOM<\/title>\n<meta name=\"description\" content=\"SOC and CEM are crucial to helping operators deliver a high-quality customer experience in 5G, moving from being reactive to proactive when handling service degradations. Bringing the customer experience into focus and enabling the operator to make customer-led decisions on top of engineering-led choices.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/radcom.com\/customer-and-service-experience-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CUSTOMER-AND-SERVICE-EXPERIENCE-MANAGEMENT | RADCOM\" \/>\n<meta property=\"og:description\" content=\"SOC and CEM are crucial to helping operators deliver a high-quality customer experience in 5G, moving from being reactive to proactive when handling service degradations. 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