Service Quality Assurance and Management
Telecom Services have dramatically increased in complexity and bandwidth consumed. Also, more customers accessing these services are expecting more "intelligence" in services, asw well as in the response to their support requests.
To meet these challenges, Service Quality Assurance and Management tasks include:
- Service performance monitoring methods to secure new service deployment
- Maintaining high quality of service to be ahead of the competition
- Service guarantees with a fast and efficient service support management
- Customer Care to have more interactive customer communication
Service Quality Management (SQM)
NexusNETVIEW Signaling Intelligence passive monitoring system captures end-to-end Customer Experience data for Service Assurance. Customer Care support accesses on-line transaction information to react quickly to Service support requests. Network Operation Center personnel monitor the centralized on-line Service Quality alarm thresholds, and use the integrated analytic applications to quickly resolve service and network issues. An informed Customer Care Support and the fast detection of Service performance changes are essential to enhance an Operator's service image in today's social networking culture.
Customer Care Support
In a recent survey, it was confirmed that the major source of network and service degradation was detected through customer complaints. How Telecom operaotors manage this customer touch point influences the whole customer experience within your Operations. Time is valuable in this relationship. Nexus Telecom product applications focus on-line service performance monitoring to minimize the time in responding to and resolving service issues.
Intelligent Service Performance Monitoring
NexusNETVIEW Mobile Broadband data service subscriptions have increasing dramatically. Profit opportunity is no longer driven by new technology, but by applications and the speed of service delivery, making it essential to understand the most popular customer services trends. Through the proliferation of smart-mobile devices, customer expectations are increasingly set by the mobile device's capabilities, and Operators need to optimize network service hot spots. Today's current service packages and network infrastructure may not be suitable for tomorrow's customers.
Nexus Telecom provides intelligent on-line network and service data capturing to assist in tracking device usage, signaling loads and service access effectiveness.
The intelligent data monitoring delivers service consumption analysis, as well as network performance to detect potential service issues and network congestion. Additionally, the information supports network and revenue planning, marketing activities and detailed session analysis for troubleshooting. As an essential on-line data source, a data export feature compliments the product's place in any mobile data network.
Network and Service Testing
NexusVERIFIER proactively tests network-wide customer services to ensure service features function correctly end-to-end. Proactive verification tests are also available for Roaming Services using actual SIM cards. Service testing is performed at regular intervals using test campaigns. The service tests are performed through connections on both core network interfaces and air interfaces located in selected network access sites, as well as in international locations.
Having such a proactive test system deployed in a network helps verify services during new access network deployments, after network configuration changes and confirming switch software updates, all under your complete control. The record of each service test call or data session is recorded in a central database for reporting and service degradation alarming, and is also available as an on-line data source for service quality management applications, including billing verification.
Service signaling data capture and analysis
Nexus8630 Protocol Analyzer captures and analyzes signaling message data. The systems are often deployed to understand the configuration of new technology signaling and service functions. Analyzer units are either deployed in a specific location with a central data storage reservoir for analysis and reporting, or moved regularly as portable units to perform ad-hoc data capture for network signaling issues. Whether trouble-shooting new technology network roll-outs, or complying with Regulation Authorities licensing laws, getting access to your data involves clever capturing, filtering, analysis and export systems.
Network and Service Performance system
NexusMETER is an intelligent network element data polling system providing network-wide performance and service assurance reports. NexusMETER is a fully scalable system, with low cost deployments having one central site, and IP network connections to all other network element statistic locations. Support engineers are able to monitor customer Service Level Agreements (SLAs) which have thresholds defined for network load statistics and service performance. When critical service trends are detected, engineers are able to define network link optimization to assure a continued high Quality of Service for customers.
15 August 2013
Big Data: Is it Ready for Prime Time in Customer Experience Management?
In an interview with the Black Swan Telecom Journal, Thomas Sutter, COO of Nexus Telecom, talks about his hot issue of the moment: Big Data - its promise and its challenges in Customer Experience Management (CEM).
19 July 2013
Success Story: Nexus Telecom awarded Nexus8630 LTE Certificate from Alcatel Lucent
Alcatel Lucent awarded Nexus Telecom with a Certificate earlier this year stating that the Nexus8630 Protocol Analyzer was evaluated within the Alcatel Lucent Lab in Orvault, France which comprises all the LTE network elements, as well as 2G, 3G and NGN network elements, used to investigate and verify LTE functionality.
11 July 2013
Success Story: NexusVERIFIER's modular Test Call Generator solution for Mobilink
Overwhelming success of NexusVERIFIER's proactive testing in Mobilink's revenue assurance project.