nSpireCx
Enabling mobile operators to improve customer experience and satisfaction with a device view of the network
Delivering a better customer experience
As people rely more on mobile devices, service expectations rise, putting pressure on Mobile Network Operators (MNOs) to deliver a better customer experience (Cx). Poor cellular coverage and weak signal quality will test customer loyalty, and often go unnoticed with a network-only view until they switch to another provider.
nSpireCx is your early warning system. It helps improve Net Promoter Scores (NPS) by identifying the causes of a negative network experience, highlighting areas for improvement to reduce churn and build closer customer relationships.
Easily installed on any device – smartphone/tablet/CPE, iOS/Android/Linux – nSpireCx combines the device view of the network with device usage data and other data sources to enable actionable intelligence.
Key Benefits
Expose speed and latency issues
Pinpoint speed drop-off and network capacity or performance issues missed by the network view, and see where it undermines individual device usage of services such as streaming video, gaming and social media. Even underperforming WiFi hotspots can be isolated for analysis.
Identify gaps in coverage
Our unique device-view of your existing network footprint, right down to cell site level, will inform radio network planning decisions, identify blackspots, and prioritise opportunities for coverage expansion, including the rollout of 5G.
Report indoor blackspots
Most people use their devices inside buildings, yet it’s the most neglected aspect of service coverage – until now. nSpireCx provides a constant ‘walk-test’, enabling network operations teams to be proactive in addressing shortfalls in customer experience that would be missed by a network-only view.
Optimise network investments
Whether it’s analysing Circuit Switched Fallback (CSFB) performance or ping-pong handover between a cell pair, nSpireCx helps make a business case for network upgrades and quantitatively demonstrates the progress of improvements, accelerating time to ROI.
Employ competitive intelligence
Compare your coverage, capacity and quality of service against the competition; continuously track and compare gaps; use the data to prioritise opportunities for network optimisation and expansion to stay ahead.
Extend customer lifecycles
By combining network NPS and similar metrics with the device view of performance metrics, you can drive improved customer perception, leading to improved customer loyalty that will increase lifetime customer value.
How It Works
1.
Network Activity Collection
Device-agnostic, the nSpireCx software agent can be deployed on any customer’s smartphone, tablet, FWT, CPE, in various ways, depending on the MNO requirement.
2.
Cloud-Native Processing
The passively collected network data is transmitted from each agent to the nSpire cloud platform where it is stored and processed for analysis. Open architecture and flexible APIs mean that different data sources can be integrated and harmonised to broaden the use cases.
3.
Dashboard Metrics Analysis
MNO’s have a dedicated portal with interactive dashboards, allowing users to turn data into actionable insights that will drive NPS improvement, whether it’s identifying buildings in need of LTE coverage optimisation or surfacing areas that need CapEx investment in the form of new 5G infrastructure.
Instant time to service
The nSpireCx software agents can be easily updated to go live on devices ‘in the field’ or onboarded at the point of delivery. Our patented technology is compatible with every type of device (iOS/Android), every generation of network 2G-5G, as well as WiFi, Bluetooth and satellite.
Cloud Secure
Data cleansing, ingestion and the integration elements of nSpireCx occur inside Endeavour Technology’s cloud native nSpire platform. A secure and a scalable off-the shelf-solution, paid for as OpEx rather than CapEx, it’s designed for simple and fast deployment onto millions of devices and is fully compliant with global regulatory requirements around data privacy.
Actionable insights
Data is refreshed on a daily, weekly or monthly basis, depending on the data source and use cases, and monitored through a single pane of glass. The device-view provides unique dashboards and reports into a range of performance metrics, from staticity algorithms that evaluate indoor quality of service to infrastructure maps that aggregate device data to show coverage by site, cell, neighbourhood, city or country. Data can be collected and collated for further business analysis that will inform MNO decision making and paths to market differentiation.
Integration and aggregation
Open APIs and flexible data access methods support smart feeds and light touch integration into the network, other IT systems and third-party solutions. We seamlessly ingest internal data like NPS and network topology through flexible APIs that adapt to your IT systems – we change so you don’t have to. By capturing signal strength and quality measurements at device level and then aggregating the data, we let you dig down into the performance of specific frequency bands and technologies.
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The clarity to assure customer experience.