Managing communication network capacity

A method for managing communication network capacity, comprising:

• storing information associated with communication metrics for customers;
• determining, by an analysis component stored on a non-transitory computer readable medium and executable by a processor, a mean and a standard deviation for the communication metrics based on the stored information;
• determining, by the analysis component, whether stored information associated with communication metrics for one of the customers is a predefined number of the standard deviation from the mean for more than a predefined number of days;
• sending, by a message component stored on a non-transitory computer readable medium and executable by a processor, a message to the one of the customers in response to a determination that stored information associated with the communication metrics for the one of the customers is the predefined number of the standard deviation from the mean for more than the predefined number of days, wherein the message conveys one of an offer to assist with service, an encouragement to update a service plan in response to a determination of excessive usage, a notification of logging subsequent communications to ensure proper service, an acceptable usage policy, and a warning that action will be taken if improper usage does not stop;
• directing a communication from the one of the customers to a customer care center;
• and
• responding to a customer complaint about one of a message and a direction of a communication to the customer care center by one of removing the one of the customers from a list that identifies customers to one of receive the message and have a communication redirected to the customer care center, and retaining the one of the customers on the list.

A method for managing communication network capacity, comprising:

• storing information associated with communication metrics for customers;
• determining, by an analysis component stored on a non-transitory computer readable medium and executable by a processor, a mean and a standard deviation for the communication metrics based on the stored information;
• determining, by the analysis component, whether stored information associated with communication metrics for one of the customers is a predefined number of the standard deviation from the mean for more than a predefined number of days;
• sending, by a message component stored on a non-transitory computer readable medium and executable by a processor, a message to the one of the customers in response to a determination that stored information associated with the communication metrics for the one of the customers is the predefined number of the standard deviation from the mean for more than the predefined number of days, wherein the message conveys one of an offer to assist with service, an encouragement to update a service plan in response to a determination of excessive usage, a notification of logging subsequent communications to ensure proper service, an acceptable usage policy, and a warning that action will be taken if improper usage does not stop;
• and
• analyzing, by the analysis component, communication patterns to identify a plurality of handsets associated with the one of the customers and sending, by the message component, the message to the plurality of handsets associated with the one of the customers, wherein analyzing communication patterns comprises analyzing the communication patterns based on cell sectors used for at least one of a communication origin and a communication destination.