Agilent OSS Customer-Centric Service Manager

Transcription

1 Agilent OSS Customer-Centric Service Manager Deliver the high-quality wireless experience your high-value customers demand Agilent OSS Customer-Centric Service Manager (CCSM) provides the end-toend, real-time visibility needed to understand the experiences of highvalue individual subscribers and aggregated customer groups. Long-awaited mobile data services are finally coming of age. Corporate customers are now using them for critical business functions. This is excellent news for wireless service providers who are urgently looking for ways to increase revenue. Corporate customers tend to make heavy use of the wireless services they subscribe to. Individual corporate users typically generate twice the ARPU of other subscribers. But for the service provider, there s a catch. To win the allegiance of these high-revenue customers, you have to deliver consistently high service quality backed by customer-centric service management and verifiable service level agreements (SLAs). In short, you have to be able to show your corporate customers the actual level of service their employees are receiving. Agilent OSS Customer-Centric Service Manager (CCSM) overcomes this problem. It provides you with the end-to-end, real-time service visibility you need to understand the experiences of individual subscribers and aggregated customer groups. It backs this capability with tools for rapid detection, diagnosis and resolution of issues that could affect the customer experience. 1

2 Assuring service to your high-value customers Consider the parcel delivery driver. He has just delivered a package and is updating the order status on a wireless device. If the driver loses time waiting to connect or encounters an unavailable VPN or slow response time, business is impacted. For reasons like these, corporate customers expect wireless service providers to offer guarantees based on levels of performance. If you re working with conventional tools, this isn t an easy proposition. Through years of field experience, Agilent has found that up to 70 percent of end-customer problems are not detected through traditional network management systems. CCSM provides Wireless Service Providers with the end-to-end, real-time service visibility needed to focus on their customers experience of the network and services as well as understand the impact of problems for problem resolution prioritization. 2

3 The Solution Agilent OSS Customer-Centric Service Manager CCSM collects customer experience data using passive network probes and aggregates that information into real-time and historical customer service scorecards and SLAs. The solution also provides an unprecedented breadth and depth of troubleshooting tools and problem-resolution capabilities, which allow you to drill down to find and quickly resolve service problems. This is a complete solution for management of the customer experience in conjunction with the management of services, network and location information. It will detect when subscribers are experiencing problems with a service such as MMS, web-browsing or , as well as which customer groups are experiencing problems with a service. This combination helps you ensure customer loyalty through rapid detection, diagnosis and resolution of the issues most important to business subscribers. Did I get access to GPRS? How long did my transactions take? Was my service delivered successfully? Did my call drop? CCSM provides your customers with definitive answers to these and other critical questions on the user experience. Key Benefits Customer-focused monitoring CCSM gives your operations personnel the capability to monitor service quality for your corporate customers in real-time so they can work proactively to maintain compliance with SLAs. This goes far beyond the capabilities of tools centered on general network or service-related problems. Customer-centric management helps you determine which customers are affected by network and service problems and how you should prioritize your resources for problem resolution. Focusing on customer experience, measures will often uncover problems not identifiable by monitoring entire networks or services. Say a firewall is misconfigured and prevents a corporate customer from using its VPN service. This problem would not show up as a network or service issue but would have a huge impact on the customer s employees who use wireless services. Service level agreements Customer-centric management is no longer an option for wireless carriers who want to keep the business of large corporate customers. To prevent churn, you have to have an objective way to measure and report on the actual level of delivered service quality. CCSM includes these capabilities. It provides real-time customer experience measures that can be used in the construction and management of customer-specific SLAs. Your customers can have the confidence of knowing that your SLAs represent real, auditable information on the actual experiences of their users. This SLA reporting information is not based on general network statistics or tests of simulated customer experiences. With the Agilent solution, they can see what really happened. 3

4 A consolidated scorecard CCSM provides your operations personnel with a single dashboard view for monitoring the SLAs of corporate customers. This view aggregates all of the data on the experience of a company s individual users, along with general network and systems data, to provide a consolidated scorecard summarizing the experience of the company as a whole. This is accomplished through the use of subscriber service usage records (SURs) compiled from network probes. The solution links each call or transaction made by corporate users in real time. Measures of the rich data available in SURs form the basis for the high-level, real-time scorecard that presents critical customer requirements along with access to granular information and customer relationship management (CRM) links. This scorecard enables your team to work proactively to avoid costly SLA violations. CCSM provides unique capabilities for identifying the highest priority problems in the network those that could affect your most important customers. Single, high-level dashboard gives an at-a-glance view of the customer and service health and alarms. Selecting a particular customer allows the user to drill down into detailed service and protocol-level diagnostic tools to troubleshoot the issue the user has experienced. 4

5 Troubleshooting tools CCSM is designed to leverage the capabilities of other Agilent OSS offerings. These include proven tools for troubleshooting wireless networks. Once problems have been detected, the Agilent solution provides the tools your operations personnel need to quickly troubleshoot customer-specific issues, as well as general network problems. The vital feature here is a seamless link between customer experience measures and network data. Users can go directly from monitoring tools to troubleshooting tools, in context. To help with problem detection and troubleshooting efforts, the solution provides key performance indicators (KPIs) and key quality indicators (KQIs) summarized by customer, network equipment, service, error codes and other measures. From the summary view, your operators can drill down to access troubleshooting tools for error breakdown analysis, call/session trace and analysis, protocol analysis and more. Unique troubleshooting tools allow operators to quickly drill down for error breakdown analysis, call/session trace and analysis, protocol analysis and more. The vital feature is a seamless link between customer experience measures and network data. 5

6 Business-driven benefits Proactive management of customer issues A customer-centric approach requires that an account manager be alerted from the outset and kept informed of the steps being taken to resolve a customer s problems. The account manager can then proactively convey information to the customer, as appropriate, to help prevent unpleasant surprises and avoid customer churn. Your customer care representatives should be alerted so that they can handle any incoming calls. Sales and marketing staff should also be involved in customer issues. They need to be able to demonstrate to corporate customers that your organization can deliver a high quality of service back by SLA reports that prove the point. Additionally, measurement by customer or group allows sales and marketing personnel to better understand the take-up and success of new product offerings by different customer segments. CCSM helps your team: o Generate significant increases in service revenue o Monitor the quality of service for your corporate subscribers in real time o Quickly detect, diagnose and resolve issues affecting your most lucrative accounts o Achieve greater operational efficiency in customer management o Resolve problems before customers are impacted o Offer your high-value customers objective, enforceable SLAs as a competitive differentiator o Detect, prioritize and resolve problems in less time o Assign the highest priority to problems affecting your highest value customers o Provide faster, more efficient and more personalized customer service o Significantly improve customer satisfaction Your customers perception of your business is shaped by their experiences when they use your services. If they encounter poor quality of service or inaccessible networks, your brand suffers. This makes customer-centric service management essential. The Agilent advantage Agilent OSS Customer-Centric Service Manager is part of Agilent s growing family of integrated solutions for wireless data assurance. The Agilent portfolio combines all the essential products for end-to-end management of service offerings. This includes everything from voice quality testers and drive test tools to protocol and signaling analyzers, data service assurance products and more. Through the implementation and integration of these solutions, you gain unparalleled insights into the experience of your customers. In short, Agilent offers the most extensive experience and an unparalleled family of proven solutions for wireless service providers. All of this makes Agilent the right choice for your wireless service assurance solutions. 6

7 7 Agilent OSS Customer-Centric Service Manager Architecture

8 For more information about Agilent OSS Solutions, visit our website or call one of the following customer contact centers: Australia Austria Belgium +32 (0) Brazil Canada China Denmark Finland +358 (0) France +33 (0) Germany +49 (0) Hong Kong India Ireland +353 (0) Israel Italy Japan Luxembourg +32 (0) Malaysia Mexico Netherlands +31 (0) Russia Singapore South Korea Spain Sweden Switzerland Taiwan Thailand United Kingdom +44 (0) USA Data Subject to change. Agilent Technologies, Inc. May 13, 2004 Printed in USA PUB. # EN 8