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and service providers. If any of these areas encounter performance issues or outages, customers will – at best – turn to more expensive interaction channels (i.e. live phone and email) to request service. Alternately, they will either postpone the service order (thus postponing revenue-producing activity), or abandon it altogether and turn to a competitor.
Are there any standards or reference architectures operators could look at to better understand how to leverage the new approaches for service quality assurance, or even use as baseline implementation? Gladly, there is one.
Our second example is coming from TeleManagement Forum (TMF). While not a commercial implementation, TMF’s Catalyst project “Accelerating VoIP and IMS Services” (AVIS) is included in TMF proposal for standard reference architecture for automated provisioning of VoIP services. Let’s look at a very real case of customer self-service that involves a complex case of one-touch service activation and provisioning.
At TeleManagement World conference in December 2006, a group of vendors had demonstrated a working environment that allowed a self-service-based configuration, ordering, and provisioning of a VoIP service based on IMS infrastructure. The architecture included an ordering portal, a provisioning engine, an IMS-based infrastructure, and billing and accounting interfaces – thus presenting a good case for reference architecture for VoIP system based on commercial, off-the-shelf components from major vendors.
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Assuring the top customer experience and performance of customer-facing interfaces requires real-time, deep application performance monitoring and customer experience management solutions. |
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The unique feature of this system, however, was the inclusion of a proactive, real-time, end-to-end application performance monitoring and customer experience management solutions. The entire process of service ordering to provisioning was assured by monitoring the portal and customer experience on it and, once the service was ordered, of the entire provisioning process executed by the provisioning and activation engine –all the way to the IMS network enablers. Any degradation of quality of self-service, or decreased transaction success rate, was immediately detected and could be analyzed. The system not only reported on the QoS violations or performance slow downs, but also provided deep visibility into the involved software layers, allowing quick triaging and potential fixing of the problem.
The bottom line:
Assuring the top customer experience and performance of customer-facing interfaces requires real-time, deep application performance monitoring and customer experience management solutions. Deploying these solutions proactively helps assure the new revenue streams and lowers the risks of deployment of new services.
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