Cloud-based customer experience analytics and service monitoring specialist, SpatialBuzz, has launched HDAnalytics+, a major enhancement of its award-winning cloud-based CEM (Customer Experience Management) platform that helps operators improve their networks and increase customer satisfaction. The launch comes on the opening day of the Customer Experience Management in Telecoms Global Summit in London, where SpatialBuzz will join the agenda and CEM debate.

HDAnalytics+ takes the use of crowd-sourced customer experience analysis to the next level – crowd-shaped decision making. It provides targeted insights into the customer experience of subscribers, which shape the decisions and actions taken by the operator to improve the customer’s service

experience. Customer experience is monitored and analysed by the SpatialBuzz system 24 hours/day. The HDAnalytics+ web-based client is used by service controllers to view and investigate areas of poor customer experience using sophisticated mapping and charting capabilities. It shapes the actions placed on operations and engineering teams in order to improve subscribers’ service experience.

HDAnalytics+ enables operators to identify and analyse areas of low customer satisfaction on the network in near real-time. As well as having the ability to spot current and emerging network satisfaction issues, HDAnalytics+ also enables the operator to identify recurring or longer-term issues, which may not always be apparent from the instantaneous state of the network but nevertheless lead to significant customer dissatisfaction.

“Crowd-shaped decision-making is the next step in helping operators to use crowd-sourced experience data to quickly derive real business benefits by targeting areas on the network that require attention in order to improve the customer’s service experience”, says Andrew Blake, CTO of SpatialBuzz. “With HDAnalytics+ we are bringing the power of crowd-shaping to telecoms as we look to help operators shape and reshape their offerings as customer usage evolves and changes.”