Managing Customer Experience for Mobile Networks · PDF fileManaging Customer Experience for...
Transcript of Managing Customer Experience for Mobile Networks · PDF fileManaging Customer Experience for...
Managing Customer Experience for Mobile
Networks
Anwin Philips Kallumpurath and Daryl Huynh
BRKSPM-2026
• Introduction
• Customer Experience Management Overview
• Cisco CEM Solution
• Deployment Use Cases
• Conclusion
Agenda
Today’s Landscape
The Need is…
Deliver the high-quality wireless experience your high-value
customers demand !
*Chetan Sharma Consulting, 2013
• Dramatic Traffic growth
• Always connected Customers
• Growing expectations of Customer Experience
• OTT Competition
• Threat to revenue margins
• Customer Churn
Proactive customer care
• Faster mean time to resolution of
customer issues
• Proactive identification of issues
pertaining to subscriber groups
Reducing Customer Churn
• Maximizing subscriber QoE
• Evaluating and refining new service
offers
Enhancing Operational
Efficiencies
• Improve business process and functions
• Efficiently manage the growing
complexity of the network, services,
subscribers
• Manage network growth and qualityManaging
Customer
Experience
is the Key!Generate new revenue
streams
• Optimize ARPU
• Usage based billing
• Differentiated charging for premium
content
Key Priorities for Mobile Service Providers
What is Customer Experience Management ?
• Ability to understand and react to customer needs and translating that into solutions
• Identify and resolve problems and issues
• Monitor and track improvements
• Measure business impact
• Provide superior customer experience through various touch points
Network Services
Billing
Customer Care
Retail Outlets
Self Service Portals
SP’s Customer Touch Points
Network Quality
Network Reliability
Customer
Experience Radio Coverage
Billing Issues
Device Issues
Data Throughput
Factors Affecting Customer Experience
*Analysis Mason
Evolution of Network Monitoring Methodologies
Network
Management
Big Data
Analytics
Relied on
mobility
SMEs
Operation
Specific
Monthly
detailed reports
Aggregate
and present
Service
Quality view
Customer- Centric
Service-centric
Network-centric
Service
Assurance
CEM
Probes, DPI solutions
Traditional OSS
CEM Systems
Deeper
Insight into
QoEEnd to End
visibility
No Subscriber
Centric View
Deeper Visibility
into Customer
Experience Ability to
segment
customer and
offer
differentiated
service
Ability react to
Customer issues
proactively
Need for Customer Centric Monitoring Approach
S-GW
SGSN/MME
E-UTRAN
UTRAN
GERAN
Internet
NodeB
eNodeB
BTS
Operator’s Service Domain
FNG/PDGFemto / Wi-Fi
GGSN/P-GW
Broadband Backhaul Enterprise
DRA
HSSPCRF
OCSP-CSCFS1-MME
S6a
S5S1-U
luPS/Gb
Gn
Gx
Gy
SGi
Rx
S4/S11
Device Issues
Application Issues
Configuration Issues
Network Status is good but Customer experience is NOT!
Subscriber
ExperienceRadio Network Core Network
Cisco’s Approach to CEM
Subscriber
(User Level Visibility)• Providing visibility to customer groups experience (e.g., prepaid, enterprise, high-value subscriber
groups)
Device
(Device Visibility)
• Providing visibility to specific device types being used by the managed customers, Identify
problematic devices
Content
(Application Level
Visibility)
• Providing visibility into application level quality of experience
Network
(End to End Network
Visibility)
• Provide end to end network visibility by providing monitoring across 3G, 4G and VoLTE domains
Multi-dim
ensio
nal V
isib
ility
of
Custo
mer
Experience
Powerful Combination of Telecom Domain Knowledge and Big Data Analytics
∂RANMobile Core
NetworkIMS Core
eNB MMESPGW
POLICY
OCS
HSS
xCSCF TAS
CRMTickets
Customer
InfoxDRsProbesOSS
Device
Info
Data Collection and Aggregation
Analytics Long Term Data StoreBusiness Rules
Automation
Data Visualization (KPI, KQI, CEI)
NW Operations NW Planning Customer Care Business Analytics
Data Aggregation and Correlation
End to End Network
Presentation
Solution Building Blocks
Probes for End to End Network Performance Visibility
*Analysis Mason, 2013
Holistic Quality of Experience Measurement
Impact?
Subscriber QoE score
(1-5) for t ime period
2/3/4G Radio
Network
Performance
Core Network
and Provisioning
Performance
Service
Performance
(CS Voice, SMS, data,
VoLTE OTT services,
etc. )
Radio Performance
Core Performance
Service(s)
Performance
Accessibi l i ty
Retainabi l i ty
Qual i ty
KPIs
KQIs
Model is tuned
over time to better
reflect reality
CEIs
WhereLocation
WhatApps
HowNW
Access
WhoUser
Identity
WhenTime
Churn Management
Proactive detection of customer
experience issues
Ability to correlate Network Traffic
to Subscribers
Churn
Management
Differentiated Monitoring
Proactive Care
360 degree view of customer
• Studies (Bain & Co) 5% increase
in customer retention can
improve profitability by 75%
• Poor QoS is responsible for 40%
of all customer churn
• Customers demand high speed,
high quality network
• 56% of service providers believe
NW QoS is the primary factor
influencing customer churn
Service Degradation Detection
Pockets
of Poor
Service
Devices Serving
Elements
Subscriber
GroupsRegions
• Proactive detection of service quality issues from a subscriber perspective
• Poor QoS can be detected and drilled down into various dimensions
• Regions
• UEs
• Serving Elements
• Subscriber Groups
• Accessibility of data in (near) real-time
Business Benefits
• Greater operational efficiencies
• Detect, prioritize ad resolve problems in less time
• Faster problem resolution , proactive resolution before customers are impacted
• Monitor the quality of service in real-time
• Monitor quality of experience of high value subscriber group
• Deliver superior quality of experience to end customers
• Increased customer loyalty, revenue
• Improved customer satisfaction
Network Outage
Resolution
Service
Degradation
Detection
Impact of
Trouble
Handsets
Customer Care
Troubleshooting
Efficiencies
Better Business Outcomes
Use Cases
Overview
• Reports and dashboards to visualize and summary analytics results
Dashboards relevant to the job function
Overview
• Reports and dashboards to visualize and summary analytics results
• Drill down capabilities to root cause
Overview
• Reports and dashboards to visualize and summary analytics results
• Drill down capabilities to root cause
• QoE metric represents end-to-end technical performance metrics related to service fulfillment and service assurance
• Underlying KQIs and KPIs to isolate the root cause of poor QoE
UE
User
Core KPIs
Application KPIs
Accessibility SQI
Retainability SQI
Quality SQI
Quality of
Experience
Can I access it?
Can I maintain it?
Is the quality acceptable?
What is my impact on quality?
How are my nodes performing?
How is my radio network performing?
What services are my customers using?
What applications are being used?
Benefits
• Proactive remediation for network outages or service degradation
• Complete E2E view –
• Consumer Groups
• Enterprise Groups
• Service groups (2G/3G/4G)
• UEs groups
• Improved operational efficiency
• Reduce at risk revenue Avoid Customer churn
Network Outage Resolution
• Complex networks with introduction of IMS Core and converged access networks (I.E. Femto and WIFI)
• Enables the need of a near real time E2E monitoring system
• Each vendors with their own monitoring and alarm systems
• SNMP traps are in real time, but performance counters are not.
• SNMP provides a silo’d view For example, IP routing failure may not be detected if the service is still up.
Screenshots – Walkthrough User FlowTopology
Details
Relevant KPI
Metrics
Relevant
Service Metrics
Node Type
Screenshots – Walkthrough User FlowDrill-down into
each metric to
identify trends
Breakdown of
all related KPIs
Screenshots – Walkthrough User Flow
Breakdown of
Cause Codes
for the relevant
Nodes
Service Degradation Detection
• Lack of vendor granularity
• Counter granularity typically down to box or service level
• Regional level views can be aggregated, but cannot discern down to individual or group level.
• Lack of real time tools to react quickly
• What is my impact? How do I prioritize?
• Customer Value Measurement Operationalizes my priorities
Screenshots – Walkthrough User Flow
Breakdown of
Subscriber
Impacted QoE
Breakdown of
SQIs/QoE
based on
Service Groups
Screenshots – Walkthrough User FlowRegional
Breakdown of
Impacted
Subscribers
Screenshots – Walkthrough User Flow
Core
Breakdown of
Impacted
Subscribers
Topology
provides
guidance on
where to look
Screenshots – Walkthrough User Flow
Drill-down of
KPIs on a node
Screenshots – Walkthrough User Flow
Breakdown of
Cause Codes
for the relevant
Nodes
Impact of Faulty Handsets
• Vendor DPI solution required to view Handset details
• KPIs are not typically captured
• How do I ensure service for a newly released handset?
• Real World Scenario –
• September 24, 2015 - iOS 8.0.1 Firmware Update
• Resulted in a ‘No Service’
Screenshots – Walkthrough User Flow
Breakdown of
SQIs/QoE
based on User
Equipment
UE Impact per
Service Group
Screenshots – Walkthrough User Flow
Device
Adoption KPIs
QoE Impact
Breakdown
Screenshots – Walkthrough User Flow
Drill-down of
KPIs on a UE
Track Related
Events specific
to UE
Customer Care Support
• Swivel Chair Scenario
• Customer complaints or something breaks
• Technicians “swivel chairs” between different data silos to investigate
• Data silos are typically not subscriber specific historically
• Active tracing required for investigation
• The technicians on the case learns, but what about others?
• Slow, expensive and ineffective
TicketHistory
Cal l Data Records
NetworkSignal ing
SMSRecords
Appl icat ionData
RadioData
Provis ioningInformat ion
Screenshots – Walkthrough User Flow
Ticket
Details
Probable
Cause
Accuracy/Hit
Rate
Subscriber
Related
Records
Geomapping
Details
Subscriber
Related RAN
Locations
Screenshots – Walkthrough User Flow
Expanded mapping
to show coverage
maps and location of
access nodes.
Breakdown of recent
connect/disconnect
reasons
Screenshots – Walkthrough User Flow
Related NOC
Tickets
Traffic Trends
Measurement Views
including Expected
Values
Compare related
nearby Cells
Key Points and Takeaways
• Managing Customer Experience is a key priority for mobile service providers to manage the customer base and engender customer loyalty
• A customer centric network monitoring model is critical for measuring and monitoring customer experience in real-time.
• CEM solutions provide an end to end, real-time correlated view of network performance and customer experience.
• There are many solutions. Qualify what works for you! We can help.
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