The DAX InTouch solution provides a Customer Service Experience Management (CSEM) software system for mobile operators. Utilizing existing measurements from network equipment, probes and/or end user devices, InTouch collects information about the quality of experience encountered by subscribers. InTouch processes this information, extracting details about the service interactions and the network components and mobile devices involved in the transaction. Using a unique data model, applicable to a range of mobile services, InTouch stores the transaction information and provides various views of that data. InTouch supports per-customer views, for use by customer service representatives and trouble resolution teams investigating specific customer service quality issues. Data is also summarized across the network, allowing network operations personnel to view network performance from the perspective of how performance of network elements impacts end user's experiences.

Collecting data from the widest set of measurement sources, InTouch correlates measurements to create records for each customer interaction that utilized the mobile operator's network. Each transaction is scored, based on a simple Mean Opinion Score (MOS) rating, where 1 is a poor service experience and 5 represents a perfect service experience. The transaction data, along with the score for that transaction, is stored for further analysis and display, utilizing advanced data warehousing and data display technologies. Figure 1 provides an overview of the functions provided by the InTouch system.

Figure 1 - Functional Overview of InTouch

The InTouch system utilizes a three layer architecture to collect data, store that data efficiently for display and processing, and provide a set of capabilities to view and analyze the data. The system leverages a reusable framework (the blue boxes in 2) that provides the base capabilities needed to collect and process measurements of end-service quality. Utilizing the InTouch framework, DAX or other integration partners create solutions specific to the environment of a mobile operator.  The InTouch system architecture is displayed in Figure 2.

Figure 2 - InTouch System Architecture

The Collection Layer provides the framework for the delivery of specific functions to interface to various data sources and ingest the measurements. Specific Collector and Extract/Transform/Load (ETL) plugins provide support for a wide variety of data sources. Working together, these collectors and ETLs process measurements on specific end-user transactions and the quality of those transactions.

Data collected and processed by the Collection Layer feeds the Data layer. This layer of the InTouch system provides a best-in-class engine to load data in to a data warehouse, optimizing data storage for further display and analysis. The Data Layer also manages reference data describing the mobile operator's network, customers and devices. This data is typically imported from other OSS/BSS systems or database systems, using the same collector/ETL framework used for collecting transaction measurements. Reference data can also be imported and maintained manually, reducing the need for complex system-to-system integration, at least for the initial deployment of the system.

The data analytics function of the Data Layer provides advanced capabilities such as determining which network elements or handset models are resulting in lower quality service delivery. The InTouch data analytics also includes a churn prediction capability. Analyzing historic patterns of service quality and customer churn, the InTouch systems identifies high risk subscribers based on the quality of service experienced by the subscriber.

The InTouch Presentation Layer provides a framework for defining unique GUI views, reports, and automation scripts. The InTouch system ships with a comprehensive default set of user interface screens and reports. The Presentation Layer is easily customized to provide operator-specific data views, reports or automated activities, including thresholding and generation of alarms or notifications to be delivered to other OSS/BSS systems. The InTouch Presentation Layer also includes a geographic display technology, projecting measurements on to map views, indicating the quality of service being delivering by different regions of a network.

Figure 3 - Sample InTouch User Interface Screens

Built for the largest mobile networks, the InTouch system utilizes data warehousing technology to provide near real-time data views. Existing deployments already handle hundreds of millions of end-user transaction records per day, utilizing standard Linux based servers. With multiple data collection servers and specialized data warehousing systems such as the Oracle Exadata server, InTouch scales to support billions of transactions per day, sufficient for managing the largest mobile networks.

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