Customer Experience Migrates to Mediation

This new generation of applications will put service providers in the driver’s seat. For instance, subscriber-centric monitoring is important and will become critical. It increases perceived quality. To achieve this, call trace data must be collected from multiple sources in the radio and core planes and then merged and enriched. The correlation of several records belonging to one session requires correlating Radio Measurement reports from network elements with call setup records is a particular challenge. In addition to the sheer volume of records involved, LTE network design is now introducing a flatter topology with more intelligence held in base-stations. As a result, the number of points from which to collect quality records is increased by a significant multiple.

Key aspects of the new functionality will include:

• Pre-verified integration with equipment, systems and databases from leading vendors. New interfaces should be able to be added quickly, through configuration.
• Open graphical workflow engine enabling rapid adaptation of deployed solution.
• Alarms and audit functions based on conditional criteria and user-configured thresholds: e.g. number of events collected, service parameters etc.
• Usage counting to enable advanced KPI calculation and analysis with a minimum of impacts on network management and analytics.
• High-performance, high-availability and unlimited scalability executing on commercial off-the-shelf hardware.

In the end, the impact will be both considerable and measurable. Telcos' benefits include the following:

Real-time Service Assurance provided through:

•   Geographical impact maps
•   CEM on subscriber level
•   CEM on corporate account level

Increased productivity and minimized revenue loss through:

•   Reduced lead time from fault to accurate alarms
•   Increased customer care efficiency
•   Effective corporate account SLA management
•   Capitalizing on existing investments:
•   Utilizing existing probe systems as an effective BI source

Welcome to the new paradigm!