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Increased competition and customer churn are driving operators to be more customer-centric with their services. Thus, Operations Support Systems and Service Assurance Systems have once again been pushed to the forefront. custserv

 

Operators are trying to gain a better understanding of how networks and services impact one another, according to Accanto Systems. Nowhere is this more important than in the world of LTE. New technology like LTE must co-exist with current and legacy ones. However, it adds a new layer of inter-working and complexity to the overall process of monitoring, reporting and troubleshooting.

 

Having a good understanding of the quality offered is linked to both the top and the bottom line of the operator. When new services are introduced, they require complete coverage from a quality perspective. However, the operator is also sensitive to costs and operational impacts of these new offerings.Network monitoring and service assurance systems have historically been an afterthought in the network design process. Not that they were not important.

 

However, the traditional mentality was to have the network engineering group plan and implement the network. While, the operations group managed monitoring and resolved issues. LTE is complicated and because of the significant effects the new generation of IP-based services can have on the network and on customer experience. For this reason, the right service assurance strategy must be considered in the initial design. Especially at the service introduction level, a new service should not be provisioned if an operator cannot monitor and assure it.

 

The new generation of interactive and intelligent IP-based mobile applications have woven their way into the fabric of everyday life. However, these new applications have had significant negative consequence for the operator. Data rates are skyrocketing, but without a corresponding increase in ARPU. Customer issues are taking longer to resolve due to the complexities of the services and of the network.

 

Additionally, shorter technology life-cycles and the need for reduced time to revenue means the operator has to be proactive. In essence, preventing issues before they become customer-impacting events. This is important because of increased customer expectations, and the ease and frequency that customers can churn. Historically, customer loyalty used to lie with the operator, however, today it lies with the device.

-----Accanto Systems

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