Capturing the real customer experience based on the parameters in the call detail records

@article{Khan2021CapturingTR,
  title={Capturing the real customer experience based on the parameters in the call detail records},
  author={Nusratullah Khan and Muhammad Usman Akram and Asadullah Shah and Norah Saleh Alghamdi and Shoab Ahmed Khan},
  journal={Multim. Tools Appl.},
  year={2021},
  volume={80},
  pages={28439-28461}
}
Customer Experience-Management (CEM) has emerged as a key differentiator in recent fierce market of telecommunication. A positive customer experience leads to increased loyalty, lower churn rate, more recommendations and optimistic word of mouth. In this era of technology, digital data has become an asset of any business. This paper proposes a technique that calculates the Customer Experience Management Index (CEMI) of subscribers of cellular network services providers by using their Call… 
A QOS ESTIMATION ALGORITHM FROM CALLER RINGTONE ANALYSIS IN GSM NETWORK
TLDR
The proposed algorithm was able to compute the QoS using Caller Ringtone only, thus independent of MNP, and an error margin of less than 5 % was observed when the developed technique was compared to the ground truth.

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