Nemo CEM Solution

Product Presentation

OPTIMIZING WIRELESS SERVICES. IMPROVING CUSTOMER EXPERIENCE.

 2
GET THE REAL CUSTOMER EXPERIENCE

3G
2G

SOFTWARE CLIENT DOWNLOADED ON LIVE TESTS,

THE SUBSCRIBER’S DEVICE MEASUREMENTS, AND
INSTALLED & CONTROLLED OVER THE COMMUNICATION WITH
AIR (OTA) SERVER

2/13/21
KEY FEATURES

WORKS ON REAL KPIS COMPUTED ON THE

COMMERCIAL PHONE
DEVICES

MERGE OF TECHNICAL
ANONYMOUS AND
AND CUSTOMER BASED
CONTROLLED BY THE
INFORMATION
USER

ACTIVE TESTS AND FULLY CONFIGURABLE

PASSIVE OVER THE AIR (OTA)
MONITORING
SOLUTION OVERVIEW

NEMO QMON NEMO QVIEW

COMMERCIAL SERVICES MEASURED CAPTURE

DEVICES COLLECT
VOICE AGGREGAT

RADIO
E

RADIO BEARER
HANDSETS KP Dashboard Reporting
Geo-
Geo-
KP
DISPLAY Dashboard Reporting

CUSTOMER
mapping

CUSTOMER QOE
MESSAGING Is mapping
APPLE IOS Is

(SMS/MMS/EMAIL)

BEARER MEASUREMENT
ANDROID
RIM OS v ia s
nt p DEPLOY
DATA Se / htt
ttp
SYMBIAN OS h
QOE SURVEY

CONFIGURE
MEASUREMENT

WIN PHONE SCENARIO

RIM SERVICES
SURVEY

Settings LAUNCH
BROADBAN CAMPAIGN
VIDEO
D DEVICES
3G/LTE USB UPDATE
APPLICATION SCENARIO
DONGLE
PANELIST
PANELIST SURVEY
SURVEY
MODEM UPGRADE MANAGER
MANAGER
MANAGER MANAGER
DQA
USER EQUIPMENT COMPATIBILITY

OPERATING SYSTEM MINIMUM VERSION REQUIREMENT

ANDROID 2.2.

APPLE IOS > 4.3.X

SYMBIAN S60 9.2+, ANNA AND BELLE

BLACKBERRY > 5.X

WINDOWS PHONE 7.X

MS-WINDOWS (USB
XP, VISTA AND SEVEN
DONGLES)
MEASUREMENT MODES

MOD NAME TYPE DEFINITION TRIGGER

E S
MANUAL TESTS FOR
ACTIVE DIFFERENT SERVICES (DATA,
ON CLICK
AND MESSAGING, VIDEO…) END USERS
MONITORING (OCM)
MANUAL THROUGH SCENARIO DEFINED
ON THE SERVER SIDE
ACTIVE TESTS ARE LAUNCHED FROM
SILENT SCRIPT AND AUTOMATICALLY AT A PRECISE NEMO
MONITORING (SSM) AUTOMA TIME. THE SERVER CONTROLS QVIEW
TIC THE MEASUREMENT SERVER
END USERS
RUNNING IN THE
WHILE
SILENT LIVE BACKGROUND, IT RECORDS
USING
MONITORING PASSIVE NETWORK INFORMATION ON
THEIR
(SLM) THE SERVICES USED BY THE
PHONE
END USER
NORMALLY
MULTI OS COMPATIBILITY
 SERVER FEATURES (I)
CAMPAIGN MANAGER DASHBOARD
REAL-TIME AND
OTA REPORTS
COMMUNICATIO
N

• Create and manage simultaneous

campaigns
• Configure and update your Nemo
Qmon settings
• Schedule automatic tests on all the
services
• Activate popup surveys

PANELIST MANAGER

• Get instant and configurable

reports
• Export your results
• Create your own reports

• Gather and manage your panelists

• Design and manage targeted
devices
• Activate scheduled tests scenario
SERVER FEATURES (II)

REAL-TIME AND
OTA
COMMUNICATIO
N

• Collect customer feedback with automatic popup questionnaires

• Create and schedule the questionnaires with the Survey Manager
• Push the popup questionnaires after the use of any service
• Launch relevant survey campaigns
• Analyze the results in real-time on the dashboard
SERVER REPORTS

COVERAGE MAPS DATA SERVICE PERFORMANCE

APPLICATIONS AND VIDEO

WI-FI USAGE
STREAMING
SOLUTION INTEGRATION
 12
CASE STUDY 1 - VIP CARE

Ms Smith calls customer care to Jon checks in live area coverage on the planning tool and does
16:00 complain. Jon identifies her as a not detect any coverage issue. He decides to send Nemo Qmon
VIP customer. installation link to MS Smith in order to validate issues and
investigate more.

<x

She is using a HTC One SV device and getting

random voice quality issues (drop, failure) as well
as slow internet browsing at home.

2/13/21
 13
CASE STUDY 1 - VIP CARE
Jon confirms that the agent
16:02 16:03 has been installed and
attached to proper
campaign.
We b Pa g e Tit le

h t t p:/ / e q ua lo ne .v3 d .co m / Goo g le

Sign out
We lc o me Martin
lmartin@telecom.ext

Ho m e Ca mpaig
Tab ns On-Clic k S c ripting Re porting & To o ls My Ac c o unt He lp

Search Campaign Search All online campaigns Last 7 days

29 Ap r 2011 - 5 Ma y 2011
More

»
EQual One Campaig ns
Homeaig ns
Camp S e tting s Pan elis t

01-3G-FULL-DATA All campaigns Filter

02-3G-THR-DL-UP New campaign Change status Alerts

03-VOICE-QOE
Campaig ns S am ple s Be are r End Date % ac h. Pane lis ts (us e rs ) De v ic e s
04-3G-PREPAID-WEB 01-3G-FULL-DATA 45.679 ALL 2011-05-30 50% 300 iOS, And, Win
05-3G-STRESS-DL-75 02-3G-THR-DL-UP 125.008 3G 2011-06-10 25% 567 All

03-VOICE-QOE 123 2G, 2.5, 3G 2011-06-12 12% 10 Nokia

Jon sends Ms Smith Nemo Qmon installation

04-3G-PREPAID-WEB 789 WiFi 2011-03-30 100% 56 iOS

05-3G-STRESS-DL-75 7.003 3G 2011-05-27 75% 278 Nokia, BB, Win, Nokia

TOTAL 178 602

link. After installation, a configuration pre-set by Us e rs o nline (3)

L. Martin
lmartin@telecom.ext
Show rows 10 1 - 1 of 1

Jon to qualify Ms Smith issues is automatically

06-75-89-00-00

B . Mc Bo tte y
bmcbottey@telecom.ext
06-75-89-00-00

G. Carrie re

loaded.
gcarriere@telecom.ext
06-75-89-00-00

Day +1 08:00 Thanks to Nemo Qview’s live dashboard, Jon detects more than 100 ISHO and
many “home connection lost” where Ms Smith is living.

2/13/21
 14
CASE STUDY 1 - VIP CARE
Day +1 08:30 Day +1 08:45
Jon opens an immediate work
order to change parameters of
the overshooting cell.

Jon lists all cells visited by Ms Smith and checks if she were
attached to the closest one.
He identifies a cell located at 1 km from Ms Smith’s home that is
probably overshooting and providing bad performances.
A potential explanation for her quality issues!

Jon checks again collected

Day +1 09:00 Day +2 08:00 data and confirms that issue
has been successfully fixed.

Jon informs Ms
Smith that issue has
been identified and
will be fixed soon.

2/13/21
CASE STUDY 1 - VIP CARE 15

THE END
Quickly validate and locate issues
A
impacting your customers.

Take quick and efficient actions to fix

B
identified issues

C Increase customer satisfaction and

reduce churn

2/13/21
 16
CASE STUDY 2 – NETWORK INVESTIGATION
Jon logs himself on QView
10:00 and detects bad web
performance

He decides to create a panel with 400 devices to

test web page loading time in SSM mode on
specific URLs.

10:30 Thanks to DQA admin module, the test case is

designed and the test plan is launched.
400 active testing scripts are spread out on
smartphones from internal staff and points of
sale of the mobile operator…

2/13/21
 17
CASE STUDY 2 – NETWORK INVESTIGATION
11:00 … and KPIs are sent to NEMO CEM server.
14:00 With more than 10,000 results. The problem doesn’t
come from radio, but may come from APN2.

From the DQA Admin,, Jon decides to modify the

14:30
Jon decides to deeply investigate. He adds
600 more devices to the panel. 15:00 test cases to identify the issue.

2/13/21
 18
CASE STUDY 2 – NETWORK INVESTIGATION
… The panel is divided into two groups to differentiate the problems on the service platforms:
• 50% of the devices will test APN2,
• 50% of the devices will test APN1.
The wide range of devices used for this test gives an option to avoid an issue coming directly from a defined mobile device

APN1

APN2

The new test scenario is spread out over-the-air to 1,000 devices.

15:30 Day +1 09:00

~ 150,000
samples
 19
CASE STUDY 2 – NETWORK INVESTIGATION
The problem is shrunk to the HTTP
requests processing time on some HTTP DAY +1 09:30
proxies from APN2.

SGSN
Proxies
RNC GGSN Firewalls
Load-balancers

HSPA

Thanks to all stream data information reported, the technical investigation is

focused onto concerned HTTP proxies. Panellists are released. Only 100 devices
are used to monitor and watch how the problem is solved.
CASE STUDY 1 - VIP CARE 20

THE END
Design and test your scenarios on end-
A
user and commercial equipment

Monitor your network and keep track

B
QoS/QOE KPIs

C Diagnose and improve your network

performance

2/13/21
COMPLETE TOOLSET FOR WIRELESS NETWORK TESTING

www.anite.com/nemo