Customer expectations and market competition mean churn management and customer retention are key focus areas for Communication Service Providers (CSPs). It is no longer solely about how your network performs, but also about how a service is delivered to your customers, how they experience it, and what corrective action is required to ensure the best quality of experience.
To create a holistic view of a service, you have to model and measure network and non-network-related data to create reports from various measurement perspectives, such as customer-specific, service-generic, and network components. These perspectives need to be considered in terms of where and when to perform the measurements, how valuable the measurements are, and the OPEX and CAPEX of the measurements.
Our Service Management tool promotes this holistic and customer-oriented approach to operations management. It captures the user’s experience of the service, and understands underlying causes of potentially poor service. It also measures all the layers that provision services to your users. This is particularly important in 3G and 4G networks, where a number of layers and external systems are involved in delivering services to end users.
MONITORING SERVICE QUALITY
Our Service Management tool offers a centralized Service Quality Center (SQC) that helps you to manage all service quality issues using one unified portal with a multi-dimensional view of service, customer and device based information. It prioritizes problem resolution according to services and customers affected, as well as business impact.
Using our SQC allows you to focus on VIP customers, maintain high service levels and improve revenue generation, while easily navigating from locating service problems down to identifying the reason for service degradation.
ASSESSING SERVICE IMPACT
As Quality of Service (QoS) becomes a critical differentiator, retaining customers and increasing revenue requires you to implement a service- or customer-centric view to manage the network and understand the impact of network failures on your businesses.
ServiceImpact is a business-oriented product that assesses the impact of various types of network data such as network alarms, probe information, Key Quality Indicators (KQI), and Threshold Crossing Alarms (TCA) on your services and customers.
ServiceImpact is an innovative product that helps you to focus on business-critical events before they are detected by your customers.
ServiceImpact enables you to identify, prioritize, and resolve network problems based on Service Level Agreement (SLA) categories, impacted services and impacted customers.