Accelerating SOC transformation
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- Isabel Henderson
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1 About Strat TM TM Accelerating SOC transformation Strat TM is a customer aware quality management solution designed to deliver advanced customer intelligence to the Service Operations Center (SOC). Strat enables Service Providers to proactively ensure that network and service infrastructure delivers against customer expectation. Network operations and engineering resources can be optimized through automation and effort can be prioritized to deliver the most value to the business. Poor network and service quality are estimated to contribute up to 40% of customer churn. Other factors include pricing, service device products and competitor special offers. Strat provides the tools to allow operators to accurately recognize those customers who are at increased risk of churning due to persistent poor service quality and to proactively improve their experience before they do so. Sample Service Provider Churn Demographic Strat Strategies to resolve Churn Reduction Service & Device portfolio 30% Accurate Customer Experience Analysis recognizes potential detractors Cost & Billing Network & Service Quality 30% 40% Predictive Customer experience analysis enables proactive action Automated Root cause analytics of service quality issues Average 20-30% improvement in CEI in weeks per focus area Resulting in reduced churn in Bad CEI group 10-15% CEI from network performance varies by geography and by operator strategy Ranked actions to resolve CEI scores are proposed to ensure highest value customers experience is improved Figure 1. Strat resolution strategies to reduce churn Service Providers transforming from network operations to service operations with Strat can expect the following proven benefits: Reduced Network Operation Cost Churn Reduction Increased Usage New Subscribers Strat combines Accanto s proven expertise in operating carrier grade networks with IT technologies such as Cloud and predictive analytics to deliver an agile, intelligent and highly automated quality management solution. 1
2 From network operations to customer experience centre The service operations center is a key enabler for operators that aspire to differentiate themselves based on customer experience. A successful SOC implementation can help operators to reduce churn and improve operational efficiency. Traditional network operations center (NOC) tools and processes are highly network focused, creating a service blind spot that lacks service, customer and business context. Traditional NOC processes are oriented around the performance of individual network elements. Since individual network element performance statistics or faults have no context about the customers and services running across them, it is difficult to effectively prioritize where to focus expensive engineering resources. Large numbers of element statistics effect very few subscribers. Customer care Customers Marketing TM Network operations centre Engineering Telecoms / IT Figure 2. Strat compiles and analyzes subscriber information from various sources Strat lies between all of the key operational departments, compiling and analyzing subscriber information from multiple sources. Service providers receive detailed, real-time information about the service quality their subscribers are receiving in order to make fast and timely decisions to optimize their network. Integrating with various real-time and non-real-time data sources Strat can bring results within seconds of the network event happening. 2
3 Network Orientated Customer Orientated Operations Key Customer Orientated Operations Traditional systems: network investments according to network performance Customer centric tools: networking investments according to number of customers impacted Business Analytics: networking investments according to best business case 5 Worst Cells (Congestion (%)) 600 Worst Cells (Customers with Low QoE) 52 Worst Cells (Key Customers with Low QoE) HAN-208 MUN-507 BER-310 STU-108 BER-303 STU-110 FRA-410 STU-102 MUN-508 HAN-202 FRA-404 FRA-402 FRA-409 STU-106 MUN-507 STU-102 HAN-203 BER-310 HAN-201 MUN-510 BER-306 HAN-206 HAN-201 HAN-208 FRA-404 BER-309 STU-104 BER-303 HAN-207 BER-301 Misleading PM statistics: 25% of technical issues affect only 1% of subscribers Maximised Customer QoE Maximised ROI and Key Customer QoE Figure 3. Network efficiency and quality of experience improves with a customer oriented operations Adding service and customer awareness enables network operations to translate network element performance to customer impact. This basic capability allows the prioritization of engineering efforts to deliver the maximum benefit to the most number of customers. See Figure 3. With the addition of customer care information, the next evolution is to add customer business value to further prioritize activities based on a customer s individual worth to the business. High worth or VIP customers can be identified and prioritized while low value customers can be de-prioritized. This maximizes business value and ensures key customers continue to have expected experience. See Figure 4. Technical Promoter Score CEI degradation Prioritized network improvements increase CEI scores for high value subscribers Churn Line Identify areas with bad CEI Targeted Actions per region De-prioritize network improvements for low value subscribers TM Time Figure 4. High worth or VIP customers can be identified and prioritized while low value customers can be de-prioritized 3
4 The Customer Experience Index (CEI) Strat provides the tools to monitor services in an end-to-end context, enabling operators to prioritize actions based on their impact to individual customers. Combining subscriber information across various systems (probe, CRM, Customer Care, PM, FM, terminal devices) and in real-time generating a comprehensive view of the subscriber. Strat enables an end-to-end view of the quality that all subscribers are receiving across all of their services, fixed or mobile. Multiple network data sources across different network technology domains are collected with KPI s and KQI s automatically analyzed in near-real-time. Strat calculates a single view of individual customer experience (CEI), sometimes referred as Quality of Experience (QoE). For every subscriber, Strat calculates and aggregates in near real-time key performance indicators using monitoring data from monitoring probes (passive and active) and performance management systems. See Figure 5. Subscribers expectations (Profile, Subscriptions, Terminal Capabilities...) Subscribers important locations (Home, Office, Free time Activities...) QoS Perfect Good Poor Subscriber CEI Continuously monitored subscriber QoS Messaging Mobile Data Voice No Service Work Home Home Work Home Location over Time Figure 5. The Customer Experience Index (CEI) calculates real-time performance indicators Service providers can gain key insight on subscriber s behaviour and use the platform as a profiling solution. The CEI assigned to subscribers incorporates various aspects of the service quality, including service failures, voice recall, session setup time, throughput, and latency. The model is adaptive so that service providers can decide the aspects to be included and how much they are to affect the CEI. 4
5 Strat TM Quality Management platform Strat collects, enriches, transforms, stores and analyzes essential network and service data and delivering the following key capabilities: RAPID SERVICE MODELLING Content package framework designed to allow all aspects of the system to be configured rapidly and an SQM SDK that accelerates SQM models. FLEXIBLE DATA SOURCE INTEGRATION Telecoms software middleware approach can accept data from any data source including probe data, PM/FM, CRM, inventory, etc. LINEAR SCALABILITY High performance real time SQM engine proven to capture and analyse billions of events. Accanto database technology provides high loading and database query performance, while scalability is ensured by the Accanto Hadoop version. Network Use Cases SQM NFV IOT Flexible Use Case Development Content Package approach to declarativity create topologies and service models Cut of the box library of network analytics Process optimization confidence models TM Network Process Optimization Real time network intelligence Carrier Grade Scalability Linear scalability High performance NoDBA solution Adaptive Data Management Massive Volume of Network data and events Telco Network Integration Vendor independent Built in Telco data model Fast adaptation with pre-built libraries Probes DPI (PM) (FM) (CM) Other CRM / HLR / Billing Figure 6. Strat enables multiple service quality management use cases 5
6 Strat allows the creation of new Service Quality Management use cases through the configuration of data sources, service models and reports without the need for any system development. Each of the configurable components can be re-used in use cases to speed development. New external data sources can be added to existing service models and new reports can be added to new service models. Re-using existing components dramatically speeds time to creation of new service models. New services can be created in weeks rather than months through configuration of the Strat system. Further benefits include: Proven integration of multiple data sources such as Performance Management, CM, FM, probes, CRM, BSS. Ready-made data models for fixed, mobile, and other networks for a variety of 2G/3G/4G voice and data services. Proven flexible service models and KPI/KQI calculations from various data sources. Creating completely new service models is done in days rather than weeks. Adapters for integration of multi-vendor data sources. Ability to extend and include customer experience management data and ready-made data models and algorithms to calculate customer-aware experience KPI/KQIs (Accanto CEI: Customer Experience Index). Ready-made flexible reporting with multi-dimensional view that can be selected by users and possibility to easily extend to integrate with third-party dashboard and reporting tool. 6
7 Built on the Cloud for the Telco Cloud Strat is a Cloud native platform, built on open cloud and big data technologies, delivering a flexible solution designed to run on public and private cloud infrastructures and to easily integrate with other big data and analytics applications. The Strat out-of-the box network and service models accelerate time to business value from network big data projects. The Strat cloud native platform is designed to deliver the following key benefits: HIGH PERFORMANCE AND LINEAR SCALABILITY - Strat can deploy nodes on demand to process massive amounts of data. Its adaptive data model is capable of handling missing or delayed data. A single Strat node can handle 2.5bn records per day. EASE OF INTEGRATION Strat can be deployed as a Platform as a Service (PaaS) offering allowing rapid integration to other 3rd party analytics, cognitive or big data services. HYBRID CLOUD DEPLOYMENT Strat can run locally on premise, in a public Cloud or in a hybrid model. High performance nodes can run locally to collect large amounts of data, with analytics running in the public Cloud securely integrated as a single system. Along with underlying Cloud technology, Strat is designed to accommodate the industry trend of Network Function Virtualisation (NFV). Dynamic service and resource topology changes and real time addition, or removal of data sources support Service Providers transition to a software Telco Cloud environment. 7
8 About Accanto Systems Headquartered in Finland and operating Globally, Accanto Systems offers a carrier grade quality management platform called Strat TM. Focused on service and customer experience, Strat is designed to accelerate Network Big Data projects whilst enabling Service Provider customers to focus on use cases that deliver business value. Accanto s management and engineering teams have experience in multiple operator deployments both in the mobile and fixed domain. The solution has also been used in various operators to feed their Service Operating Centres, transforming their traditional Network Operating Centres to a near real-time SOC. Contact: info@accantosystems.com Accanto Systems copyright
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