Fixes the settings on its own
APN, VoLTE, VoWiFi and roaming are checked against the operator profile and corrected in the background.
Solutions · 04
Customer Experience (CX) Solution for Operators
Each subscriber's real experience, measured on their own device, not estimated from the network. AI detects and fixes issues before they turn into a support call.
What it is
The network says all is well. The phone says otherwise.
A network can show every cell and node in green while a phone drops calls, fails to register for VoLTE or sends data through the wrong APN without anyone noticing. That gap between what the network sees and what the device lives is where customer experience breaks, and where customers decide to leave.
Our CX solution closes that gap from inside the operator's own app. It detects problems on the device, explains where they come from and fixes the configuration ones on its own, before they reach your support queue. Your teams see the same picture, subscriber by subscriber.
What the network sees
- Cell KPIs within the service level
- Backhaul at normal load
- Core nodes reporting green
- Zero alarms
What the device lives
- VoLTE failing silently on one firmware version
- Data going out through the wrong APN
- Speed collapsing in one small area
- Users degraded after a network change
Two ways to find out
The difference is who finds out first.
Without CX: reactive
Issue starts
Subscriber notices
Calls support
Ticket opened
Fixed, late
With CX: proactive
Issue starts
Detected on the device
Fixed automatically
Illustration of the process, not measured data.
See it in action
One fix, visible from both sides.
A simplified walk-through of what happens on a subscriber's device, and what your NOC sees on that same session, in real time.
Poor call quality detected
APN configuration looks incorrect for this network
Running diagnostics…
On-device SDK checking configuration
Applying fix
- ✓Reset APN settings
- ✓Re-enable VoLTE
- ✓Re-register on network
Issue resolved automatically
No ticket, no call to support
NOC · Live View
Session #KR-88213 · Subscriber device
MonitoringDiagnosingApplying fixResolved
Signal (RSRP)-108 dBm-76 dBm
APN profileMisconfiguredCorrected
VoLTEDisabledEnabled
Network registrationDegradedRegistered
Call quality (MOS)2.1 / 5.04.3 / 5.0
Packet loss4.8%0.1%
TicketAuto-flaggedAuto-resolved
Full parameter set exposed via API, this is a simplified view.
How it works
One app, four layers, no blind spots.
A light SDK inside the operator's app samples signal, coverage and voice registration every few seconds. On top of that base, four layers do the work.
Gives support the full picture
Every case starts with the device's state, so the agent knows the cause before saying hello.
Acts on any device
Run tests, send fixes or offers to one device or a whole segment, with a full record of every action.
Feeds your teams with real data
The truth about each subscriber, from the device, available by API for your analytics and AI teams.
What the data unlocks
From device data to a map of your network.
Every sample carries its position and quality. Added up, they draw what the network can't see from the inside.
- Real coverage by area, street or home.
- Voice and data quality as the subscriber lives it.
- Areas to improve ranked by customer impact.
- Trends in experience, month over month.
Coverage subscribers actually get, measured from their phones, not modelled.
Areas where customers lose service, even if the theoretical map says there is coverage.
The antennas that affect the most customers, ranked to decide where to invest first.
Which areas improved and which got worse compared with last year.
WeakStrongSite to prioritiseWorseImproved
Antennas · illustrative data
The traveller eSIM story
Same trip. Two very different landings.
For travel eSIM brands, a downloaded eSIM is not a working eSIM. Follow one traveller, with and without CX.
She gets her eSIM the usual way.
From your app or with a QR code, ready before the flight. This part is the same with or without CX.
The operator only knows it was downloaded.
It sees that the eSIM was installed. Whether it is configured correctly, nobody knows until she lands.
The app sees the download, and the setup.
Your traveller app detects the install, checks APN and roaming, and fixes what is wrong, before she even leaves home.
She lands and has no connection.
Full bars, no data. Only now does she find out something is wrong.
Connected from minute 1.
The configuration was already right, so her phone just works the moment she lands.
She has to claim.
She writes to support from airport Wi-Fi, waits, and asks for a refund. The review says the rest.
Nothing to claim.
No ticket, no refund. She uses her data, tops up when she needs more, and recommends you.
Operator knowsDownloadedConfigured
Online at landingNoYes
Illustrative story, not measured data.
Use cases
Where it makes the difference.
These are the scenarios where seeing the device changes the conversation, from support to sales.
SIM and eSIM onboarding
Situation
The most expensive ticket is the one on day one: the SIM is active, but data never connects.
What changes
Settings are checked and corrected on first start, and again after a network switch or an eSIM activation, before the subscriber notices.
One-tap tickets
Situation
The first minutes of a support call go on collecting data the phone already knew.
What changes
The subscriber opens the ticket with one tap, and it arrives pre-filled with the device state, recent network quality and account details.
Remote diagnostics
Situation
Support asks the customer to restart the phone and call back later.
What changes
Speed tests, settings checks and test calls run remotely, under policy control, and the case closes sooner.
AI support agent
Situation
A chatbot that only knows the FAQ cannot tell what is wrong with this phone.
What changes
An AI agent works with the real state of the device, solves most queries on its own and hands the rest to a person with the full context.
Churn and tailored offers
Situation
An unhappy customer rarely complains: they just leave, and generic offers miss them.
What changes
The quality each subscriber lives feeds the churn signals and lets you show the plan or upgrade that fits their real experience.
Sales and device renewal
Situation
Campaigns go everywhere, including areas where the network is already congested.
What changes
Sales aims at healthy, under-used zones, and renewal offers reach the devices that are near the end of their life.
FAQ
What we hear most.
Which devices does it work on?
It runs inside the operator's own app on Android devices: phones, modems and IoT modules, on networks from 2G to 5G.
Does it replace our network monitoring?
No. It works alongside your OSS, BSS and NOC tools and adds the layer they cannot see: the device. The data can flow into the dashboards and ticketing systems you already use.
What about privacy?
It does not capture the content of calls, messages or browsing. It only keeps network-layer signals, such as signal level, call quality and registration state, and identifiers can be encrypted or anonymised according to your policy.
Does it drain the phone's battery or data?
It samples at a configurable interval and batches its uploads to keep battery and data use minimal, and it does nothing in the background when the operator's app is closed.
How do we start?
With a pilot in one market: the SDK is integrated in your app, the dashboards are set up and it is rolled out to a first group of subscribers. Once the results are clear, it expands.
Tired of finding out from a complaint?