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Mobile operators: Do you really understand your customer’s experience?

10 мая 2012

Nokia Siemens Networks has launched the industry’s most sophisticated tools to help operators keep their customers at the heart of their business. Service Quality Manager (SQM) and Performance Manager (PM) deepen and broaden the information available to operators to ensure their networks deliver an excellent mobile broadband experience.

With these software tools, operators can see exactly how well services are performing and prioritize network issues before they damage customer relationships. The tools provide the link between network performance and service experience, helping operators really understand what their customers are getting.

The SQM and PM tools, which complement Nokia Siemens Networks’ Customer Experience Management (CEM) portfolio, handle the growing flood and complexity of data from today’s mobile broadband networks which are becoming increasingly intricate as new technologies such as LTE are rolled out, new advanced services are launched, and with infrastructure implemented from many vendors. The tools enable more data to be processed more rapidly and more intelligently to support operators’ efforts to build closer relationships with their customers.

“Network and service quality are highly prized by customers with 60% of heavy users of mobile broadband expecting excellent network quality even if it costs a little more. Yet it is becoming more challenging for operators to deliver continuous customer satisfaction, because even on-target network key performance indicators (KPIs) do not always translate into top quality mobile broadband services,” said Mikko Hietanen, head of service and customer management, CEM business enablement, Nokia Siemens Networks. “These two advanced tools help solve the issue by cutting through the data complexity to close the gap between network and service performance measures. With new customer-aware capabilities, operators are able to ensure the right quality, for the right customers, at the right time.”

Service Quality Manager (SQM) uses built-in service behavior models based on Nokia Siemens Networks’ understanding of how services are affected by changes in networks and user behavior. Each model defines all the behavioral elements and key measures of a particular service for anything from voice calls to data services such as video streaming or web browsing. This enables SQM to turn complex network data into a simplified, accurate and meaningful picture of how well services are performing. SQM allows operations teams to make real customer-driven prioritization by showing how any service problem impacts the actual customer experience.

Performance Manager (PM) incorporates more than 500 ready-made reports that Nokia Siemens Networks’ experience has revealed as the most important for helping operators understand network performance end-to-end. Able to support multi-vendor networks of any size, the scalable tool can process up to 70 billion data counters per day and intelligently analyze them to provide an insight into network performance and prioritize problems for immediate attention.

The SQM and PM tools are based on the know-how gathered from Nokia Siemens Networks’ large installed customer base. They are available separately or as part of the recently launched CEM on Demand portal, which provides a single entry point to dashboard views of mobile operators’ KPIs and recommends actions they can take to improve their customers’ experiences.

To find out more about the new Service Quality Manager (SQM) and Performance Manager (PM) tools, please see our slide deck on SlideShare.


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