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Utilities
For essential utility services, meeting strict regulatory requirements and maintaining a reliable communication data recording system are crucial. Experience the dependable and efficient communication of Cybertel Bridge.
Challenge
As utility companies increasingly adopt LTE-based MCX solutions for critical communications, the need to ensure service quality, reliability and regulatory compliance has become more prominent.
Outages, delays in communication, or degraded call quality can directly impact field operations—especially in scenarios involving emergency maintenance, customer outages, or environmental hazards.
Operators across electricity, gas and water sectors face several challenges like:
- Lack of visibility into end-to-end service performance
- Difficulty in troubleshooting dropped calls or degraded audio quality
- Inability to demonstrate service level compliance to regulators
- Limited historical insight into user behavior and network load
With subcontractors, regional control rooms and mobile teams relying on MCX services, the need for real-time and historical analytics through Call Detail Records (CDR), Quality of Service (QoS) monitoring and Key Performance Indicators (KPI) became essential.
Cybertel Solution
Cybertel deployed an enhanced MCX architecture for utility customers, featuring embedded analytics, monitoring and reporting capabilities to support performance transparency and operational excellence.
Key components of the solutions are as follows:
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a. CDR (Call Detail Records) Integration
Cybertel’s MCX platform continuously generates detailed CDRs for all voice, video and data sessions. These records include:
- User ID
- Call start and end timestamps
- Group ID
- Call type (PTT, private call, emergency alert)
Administrators and auditors can query, filter and export CDRs for specific users, timeframes, or events, providing full communication traceability.
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b. QoS Monitoring
Cybertel provides customized services to users by setting different QoS for each user (e.g., operational mode and crisis mode). This can be applied from the time the user logs in to the Cybertel MCX client by utilizing specific parameters of the device.
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c. KPI
Utility customers can track operational performance over time using predefined and custom KPIs, including:
- Average PTT call duration by region
- First-call success rate for maintenance crews
- Emergency call response time
- System availability per site or network segment
These KPIs enable data-driven decision-making and support continuous service optimization.
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d. Reporting and Visualization Tool
All analytics are accessible via Cybertel’s WAS, which supports:
- Customizable dashboards per role (IT, operations, compliance)
- CSV export formats
Benefits
With the implementation of CDR, QoS and KPI, utility customers experience improved control over their communication infrastructure and service quality.
1) Enhanced Service Visibility: Real-time dashboards allow IT administrators to monitor the health of voice and video services proactively.
2) Faster Troubleshooting: Call issues could be traced and resolved within minutes using CDR logs and QoS metrics.
3) Regulatory Confidence: Detailed records and compliance reports supported audits, investigations and regulatory reviews.
Through Cybertel's analytics-driven MCX ecosystem, utility customers will be able to operate with higher transparency, reliability and accountability—ensuring mission-critical communication is always measurable, manageable and optimized.
