Probe data (xDR) contains the key information for subscriber experience while CDR contains charging and usage information. To build a good solution (use cases) for CEM, my suggestion based on my experience is to correlated data from at least xDR (from probe), CDR, and CRM (user profile). After the data are correlated, you will be able to:
a. define and adjust measurements (index) formula for performance, quality, availability, reliability, usability, etc.
b. define and adjust customer experience measurement formula
c. define dimension for the CEI (customer experience index) so that you can do drill-down/roll-up/drill-cross/drill-through to find the BI in data
d. define reports and dashboards for in-experienced person or person who does not have the necessary expertise to navigate the data to find the answers for questions such as:
i. what customer experience is for overall, by region, by user category, by service bundle, by application category, by application, by APN, etc.
ii. where the customer experience is not good
If you also want to find out the answer for "why" customer experience is not good, you will then need to combine with OSS system such as iNMS and/or SMS (service management system).
Hi, Passive probes on all interfaces will give you deep insights in the QoS and network, in addition you will have data on subscriber level 24/7/365 in more or less real-time. The data is much richer in content than billing CDRs and TAP files One issue you are facing is that most vendors of CEM type of systems look upon CEM from a network perspective and not from a customer perspective and they are designed for persons with quite deep technical knowledge.
A CEM typ of system with data from passive probes should give you information about QoS related issues tied to a single subscriber and all other data you can pick up from the network.
A system based on CDRs are less rich in content and will limit your QoS view of a subscriber.
Take a look at www.subtonomy.com we have use cases out of the box in our applications that may give you some inspiration. However, we try to build applications that are used in different departments like customer care, NOC/SOC etc. We don't provide a frame work were you build your own use cases, in our case we deliver them to you out of the box.
We are also mixing different types of information in our solutions, e.g. if you don't have passive probes on the data interfaces we can then use CDRs and also complement with speed test information.
If you are in Nice ping me and we can share our knowledge in this field.Regards Fredrik