This exclusive free to view webinar is brought to you by European Communications in association with Stratecast Partners and Accanto Systems.
Date: Tuesday, 7 December 2010, 2-3pm GMT
Host: Anne Morris, Editor, European Communications
Speakers:
Karl Whitelock, Senior Consulting Analyst, OSS/BSS Global Competitive Strategies, Stratecast (a Division of Frost & Sullivan)
Paolo Trevisan, VP Marketing, Accanto Systems
Overview:
As telecom networks and services have evolved, so have Service Assurance models. Over time, different approaches have emerged: Network-Centric, Service-Centric, and Customer-Centric. These approaches have their own strengths and weaknesses. In particular, the Customer-Centric approach has gained importance in recent years, as operators have focused on measuring the perception of service quality as experienced by their customers.
However, a pure Customer-Centric approach may reveal its limitations when used to address a customer service impacting issue, particularly as new IP-based services/devices are introducing new complexities in provisioning and management. Networks and devices are essentially democratic, as they don’t discriminate as to who the customer is and how much they are paying for the service. For example, the recent signaling congestion created by smartphones would have affected most users of those particular devices and would have been best identified and troubleshot with a Network- or Device-Centric view.
This webinar introduces the latest developments in network monitoring and troubleshooting, which has resulted in the concept of adaptive Customer Service Assurance. With an adaptive approach, an operator can arbitrarily combine various aspects of Network, Device, Service and Customer-oriented monitoring to create a more meaningful and efficient way to ensure maximum network/service performance and, at the same time, guarantee a high level of customer satisfaction.