1. This document is offered compliments of
BSP Media Group. www.bspmediagroup.com
All rights reserved.

2. Network Analytics
to improve
Customer Experience
Domenico Convertino
HP Communication & Media Solutions
Cape Town
November 2013
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

3. Competitive advantage of OTTs
“In a big data world, a competitor that fails to sufficiently develop its capabilities will be left behind.”
What do
they have
in common
2
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
McKinsey, 2012
• Superior Customer
Intelligence
(Experience & Friendliness)

4. Understand Quality of Service as perceived by end user :
?
What data to collect and how to utilize this efficiently?
How to extract the key data – in real time – and act on it
Make key decision making information available to :
Operations
Customer care
Marketing
Target: Complement network centric view with customer QoE view
3
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

5. HP Customer Experience Assurance
Functional Architecture
BSS
Integrate
OSS
Customer
Intelligence
Customer
Experience
Network
Intelligence
Application
Value Packs
Analyze
Real Time
Aggregation &
Rules Engine Collect
Alert
Actuate
Real-time Dashboards & Reports
Ready to use KPIs/KQis Packs
Out-of-the-box applications
Continuous data analysis & correlation
Alerting and Actuation
Open platform
Multi-dimensional subscriber profile
Massively Parallel Processing platform and
distributed atastore
4
Probes
Network
Elements
Logs
Mapping
file
SNMP
xDRs
Real Time
Transactions
EMS
In-data store streaming analytics
−
Other
enrichment
sources
Complex Event Processing
−
Performance
Mgt Counters
−
Self-learning analytics
−
Distributed off-the-shelf HW no SAN
Network & IT collectors
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

6. HP CEA for Increased CEM Maturity
Across all organizational layers and functions
CEM KBIs for CRM
CEM KBIs for
network planning
& Policy Control
CEM KBIs for
Marketing
Executive
CEM KBIs
Reports
for operations
CRM
Reports
Reports for
network planning
& Policy Control
Marketing
reports
Reports for
executives
NOC integration &
related business
processes
CRM integration &
related business
processes
Network planning
integration &
business process
Marketing related
business
processes
Executive related
business
processes
Ops
CRM
Planning
Marketing
CxO
Executive
Dashboard
CEM KBIs for
operations
Report
Suite
Integration,
Processes
5
Unlock the value of your data, understand your end users’ actual experience, and gain insight into service
performance and network health to optimize your processes and improve your customers’ experience
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

7. Actual customer experience can be modeled & measured
HP has next-generation capabilities to synthesize data in systems and the network
Voice & SMS
Customer
Experience
File Sharing
1. Call set-up (Mo/MT)
2. ABR / ASR
3. Dropped calls (MO, MT)
4. Call duration
5. Roaming (in/out)
6. Speech Quality
1. Attach Failure Rate
2. Non-accessibility Ratio
3. Session Failure Ratio
4. Upload/Download Rate
5. Cut-off Ratio
Data Bearer
1. Attach Failure Rate
2. APN DNS Resolution Time & Failure Ratio
3. Internet DNS Resolution Time & Failure Ratio
4. PDP Context activation time
5. Round-trip times
6. Effective down/uplink throughput
Email
6
Streaming
1. Non-accessibility
Ratio
2. Session Failure ratio
3. Upload/Download
Rate
4. Cut-off Ratio
1. Non-accessibility
Ratio
2. Session Failure ratio
3. Upload/Download
Rate
4. Cut-off Ratio
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Browsing
1. Session failure
Ratio
2. Time to load page
3. Mean Data Rate
4. Cut-off Ratio

8. Powering marketing, care and network
Visibility and insight to customer experience benefits different business units
Experience Quantified
Customer
Experience
3 Major Application Dimensions
Marketing
Customer Intelligence
Profiling: Who, What, When and
Where?
Network
Engineering
Network
Intelligence
Customer use and
spend vs. network
8
Customer
Care, Network
Operations
Customer
Experience
Granular view of
transactions
One single tool for voice and data providing a coherent customer picture
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

9. Use Case Categories
CEA for operations
How CEM can improve operational capability
CEA for customer care
Providing granular visibility into customer transactions
Improved
Customer
Experience
CEA for network planning and policy
Optimizing decisions based on customer experience
CEA for marketing
Customer insight maximizes revenue potential
CEA for executive decision making
Enabling visibility and control for CxOs and other executives
9
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

10. HP unique key differentiators
Innovative Solution, in production at several
customers for more that a year
• Complex Event Processing , In-memory streaming analytics,
distributed data store
• Open platform
• Truly multi-vendor, end-to-end umbrella
Better TCO
• No need for third party database software
• Commodity HW & storage
• Non linear pricing to Network traffic
HP as global company
• IT/Telco product and skills
• OSS/BSS competence
• Global presence
10
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Business Outcomes*
• SmartPhone ARPU +10%
• High ARPU Subs churn - 25%
• CSR Mean Hold Time -50%
• Cost to fix OTT/Partner Svcs -80%
* Related to Network Issues

11. Thank you !
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.