Customer-Centric Service Quality Management

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Service Quality Gap TTI Telecom © 2008 Translating needs into Quality of Service Customer needs and expectations Operator’s Engineering & Operations Customer Perception Customer Interpretation Customer Experience Relative to expectations Implementing Quality of Service Access SIP Control PSTN Access Core

Knowledge Standards Perceptions Understand what customers expect (Usage, Availability, Tech support, Billing, Customer care) Define Reasonable SLOs Educate customers to see reality of service Service usability and trends Define and Enforce benchmarks Specify standards that reflect expectations Closing Service Quality Gaps Delivery Ensure that service performance matches specs customer-centric service monitoring DHL Coca Cola Roamers

Delivery: What is Your Focal Point? Regional Report: MSC_TLV PDP Context Activation Errors Coca Cola DHL Roamers Customers Report: PDP Context Activation Errors Network Centric Business Centric

[object Object],[object Object],Perceptions: What’s between KPIs, KQIs & SLA? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],What KPIs/KQIs result from the commitment? Network OMs Probes Network Alarms xDRs What Performance Data and metrics should be Collected?

Best Practice for Service Quality Monitoring ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Do my sessions meet quality expectations? How long does it take to connect? Why does my session keep dropping? How fast is my service restored? What performance level is my session operating at?

[object Object],SQM Backbone: Service Modeling

[object Object],KPI and KQIs: VoIP Example Session Initiation Session Progress Session Termination ,[object Object],[object Object],Cut-off Calls ,[object Object],[object Object],[object Object],[object Object],[object Object],Call Hold-Time (CHT) ,[object Object],[object Object],[object Object],[object Object],Call Completion Rate ,[object Object],[object Object],[object Object],[object Object],[object Object]

Creating the Customer-Centric NOC/SOC ,[object Object],[object Object],[object Object],TTI Telecom © 2008 Network Indicators Non-Network Indicators Complimentary Service Related Data Customer Centric Service Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Case Study: TeliaSonera International Carrier ,[object Object],[object Object],TTI Telecom © 2008 Netrac FaM VoIP Network Ericsson AXE, AXD IP SLA (SAA) Cisco, Juniper Capacity Network Lucent, Marconi, Ciena, Alcatel Netflow Cisco Netrac PMM Netrac Mediation SNMP, CODA, XML, Netflow ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Thresholds Apply

Thank You! For more information about our products and services www.tti-telecom.com This presentation, its content, materials ideas and know-how are the property of TTI Team Telecom International Ltd. (and its affiliates together “ TTI Telecom ” ) and are designated as confidential. This presentation may not be reproduced, altered or distributed in whole or in part, without the express written permission of TTI Telecom. The content is provided “ As Is", and in no way imply warranty or commitment . This is a Legal Notice and may not be removed or altered in any way . Copyright © 2007 TTI Team Telecom International, Ltd.

Customer-Centric Service Quality Management

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