Customer Experience Featured Article

Anite CEM Solutions Draws on End-User Experience

 
June 26, 2014



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.




Edited by Alisen Downey

Featured Datasheets

Datasheet: VIM - Academy

This datasheets is an introduction to the Exony Academy. It describes our course portfolio the range of different training delivery methods. In our standard training courseware the delivery methods are chosen to best suit the type and complexity of the subject.

Datasheet: VIM X - Family

This datasheet is a brief overview of the VIM X family. VIM X has been designed to allow organizations to get the most out of their investments in Cisco UCCE, CUCM and CVP including unique integration with Cisco HCS for Service Provider deployment.

Featured Case Studies

Case Study: CCI

This case study describes how employees from Corinthian Colleges use Exony VIM to deliver centralized management with local autonomy, making significant gains in efficiency and staff effectiveness by implementing sophisticated contact center data tools across its contact centers to help transform service delivery to students.

Case Study: VSP

This case study describes how eyecare group VSP Global uses Exony VIM to enhance operational visibility within its contact centers, making it easier for managers and supervisors to access the essential information needed to improve customer service.

See More...Manage Smarter

An Introduction to Exony