Exceed^SLA

Exceed^SLA provides operators’s commercial and technical teams with Service Level Agreement monitoring capabilities that allow them to manage quality of service offered to premium customers.

Based on predefined sets of KPI’s along with related objectives for specific groups of customers, Exceed^SLA provides to business owners with reports and raises alarms when SLA is not respected allowing them to proactively manage customer relationship.

Information can then be shared with technical staff that will benefit from troubleshooting capabilities to rapidly act and solve encountered problem.

Corporate customers are a source of high revenue. The counterpart is that they are demanding for a near perfect quality of service and operators cannot afford to manage them like common customers as immediate sanction could be a contract ending. They need to handle the agreements globally and proactively and be sure that technical teams have the correct vision of what may degrade the experience of those premium customers to act fast.

• Manage your Service Level Agreements (SLAs) in real time 24/7
• Handle premium customers’ complaints efficiently
• Improve efficiency when managing Quality of Experience (QoE) and SLAs
• Prevent port-out and to retain premium & corporate customers
• Build a VIP behavior and experience data-base

Exceed^SLA allows Mobile Network Operators to define their own SLAs for selected groups of subscribers. Indicator measurements are periodically published within your organization and shared with your customers using a fully customizable reporting tool.

An alarm module raises real-time alerts to indicate SLAs related KPIs overshooting a pre-defined threshold or about the occurrence of specific events. SLA Managers are immediately informed when these SLAs are unachieved, thereby allowing proactive quality management focused on premium customers satisfaction.

Exceed^SLA monitors a complete set of KPIs allowing a clear picture of premium customer quality of experience. These KPIs include failure counts and causes, success rate, causes distribution for various transactions such as voice calls, SMS, and data sessions. Results are displayed in both table and graphical views to allow long term trend analysis.

Subscriber Activity displays the list of all voice and data transactions related to a selected IMSI or MSISDN and provide a complete context for any problem detected. Inbound and outbound roaming activities are also available.

Exceed^SLA features a comprehensive, easy to use user interface. The embedded drill-down functionality provides detailed information about the causes of failure and the equipment or subscribers involved. It also includes a powerful built-in geographical tool which displays cells and valuable customer activity in order to correlate statistical indicators and network topology.

As Exceed^SLA is built on the Expand platform as are Expandium’s other solutions, it can be integrated with QATS to provide additional troubleshooting features. SLA Managers can then share common information with technical teams in order to efficiently handle complaints.