All quality is finally (and only) subjective
How can it be that network services that run on a nearly 100% quality level (technically), receive a quality rating by users that is 20-50% lower? Magiola measures quality in the context of usage, as user experience. We process data in a special way to create working models to support or automate decisions. This is especially relevant when services are to be adapted to lead to an excellent experience or an outstanding value.
Magiola is a data collection and processing partner. Magiola tracks the full quality chain, end-to-end, combining ‘subjective, individual’ perception of quality with technical data. In addition Magiola classifies context, mood and environment of users, in the flow of usage. The analytical result is an output of signals, alarms and triggers that serve as directive or corrective elements in service orchestration, app optimization or process adaptation,
We condense the digital customer journey
Or better, we re-build it as a logic. The customer journey is the basic tool of service orchestration. It provides the points of quality measurement along the interaction chain, and needs to be logically consistent. We take care for a reliable reference of customer experience data. Where does the user come from? What is the user up to? A good customer journey tells the whole story.
We simplify the data environment
BigData melts down to a small heap when it comes to customer behavior. As the social side of behavior is much larger than the individual, simple rules apply to many cases. These rules are essential for driving action in an automated or assisted way. But they are also essential in forming a day-to-day reference for the use of BigData, reduced to a small amount of smart data.
We ground the QoE index with a reference
QoE has become a famous and widely used artifact as an indicator for Customer Experience. It uses technical measures that are obvious to have an impact on customer experience. However, this needs to be challgenged by reality. We extend QoE values by a Subjective Quality reference that considers the conditions under which the technical quality has to prove itself.
We integrate all sources into one flow
We are specialists in finding common ground in data of different origin and character. We integrate technical data with attitudinal, experience data with location, we work with CRM and automated marketing. Finally from all these sources, we create a consistent data file that best represents the user and customer at this point in time.
A system that learns and tells you, why
Once Magiola starts to track data and analyze the underlying success patterns in customer perception, it also starts to track the changes. Changes lead to corrective data which serve to adjust services in a learning process. It is important to identify the drivers of change and to use them to adjust the business and take advantage of new chances.
Improve precision of service offerings
Subjective data are the ones that are being perceived by an individual customer. They are essential to understand and predict user behavior. Alas, statistics and synthetic data (QoE) do not really help in a single case. Therefore Magiola integrates real communication and interaction data and uses machine learning, to classify each case. As a result, Magiola improves the hit rate by 40% in comparison with synthetic measures.
We identify, track and analyse customer interaction data for
* corridor monitoring, triggering and signaling
* quality measurement and success evaluation
* service orchestration, strategy automation
* supervised learning/updating
Magiola services are cloud based m2m data streams
To whom we cater
…to network based service and application providers
* that want their service to be adaptable to user conditions
* that want to automate through corrective action
* that want to raise their customer value step by step
* that follow the idea of loyalty and sustainability in customer relations
Subjective vs. Objective
The customer is key, also when the service is a technical. Perceived quality must be compared with ‘objective’ quality, to track problems back to their roots. Read our white paper ‘Subjective vs. Objective Data’, talking about which is the ruling reality, that of people or that of systems? Well, it is not a contradiction.
Magiola generate, integrate and analyse
subjective customer data like
|Instant experience||Instant satisfaction|
|Instand demand||Long term loyalty|
|Instant subjective value||Emotional bond|