Network and Service monitoring

Correlating customer end-to-end transactions reduces the signaling complexity to find issues fast and identify hidden revenue threats that are often not easily discovered.

Network and Service Monitoring

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Network and Service monitoring protects revenues

Abstract

Correlating customer end-to-end transactions reduces the signaling complexity to find issues fast and identify hidden revenue threats that are often not easily discovered.

Detecting revenue threats from hidden service issues

An unusual amount of “Number Not In Use” announcements were due to a routing problem. No alarms! A network efficiency KPI statistic did not identify the issue, only quantified the problem.

Investigations focused on a switch signaling error from another mobile operator, telling your switch to reject the calls. With no alarm for this issue, the statistics did not indicate in which network the issue was located.

Customers detect and report most network and service issues

Customers report over 70% of network and service issues to Customer Care. For this hidden issue, a customer finally complained, that after 4 days and a number of lost calls, they often got diverted to a message that cannot be correct. With our solution’s simple transaction search capabilities, the Customer Care agent was able to view all transactions with the customer’s mobile number in less than 15 seconds. The customer was able to help identify and confirm the problem transactions.

Real-time transactions cause filtering reveals the problem

Network Operation Center (NOC) engineers used further complex filters to investigate the customer’s issue. Filtering for the detected issue cause in all customer transactions in real-time, the engineer quickly discovers the large number of affected network transactions and the large amount of lost calls.

Resolving the issues with drill-down troubleshooting

 

Network_and_Service_Monitoring–Customer_Care_fast_search_1The NOC engineer could immediately search and analyze the signaling flow and drill-down on the problem signaling message with the protocol analyzer. The issue was in the other mobile operator’s switch and was repaired in 30 minutes. Our solution delivered the simplified customer transaction search saving potentially 1-2 weeks more of lost calls.