Keeping the customer service experience promise

Ericsson
The user-experienced service performance (USP) concept introduced in this white paper represents a response to the service assurance challenge by combining a new business-oriented level of key performance indicators (KPIs) for user-experienced services with structured measurement, network reporting and event-based drill-down functionalities.
 
Implementation of the USP concept not only reduces costs, but enables operators to gain a better understanding of service performance as experienced and perceived by their end users, allowing them to drive revenues and reduce churn.
 
Such an understanding also advances the ability of operators to optimize service delivery to meet customer expectations – and keep the promises made when marketing and selling services.
 
 
 

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Commentary

Being late to the big data party may be a blessing for telcos

CSPs are lagging in big data compared to other industries – but it’s possible their customers will thank them for it later

CSPs are lagging in big data compared to other industries – but it’s possible their customers will thank them for it later

Matt Walker/Ovum

Operator revenues have now declined year-on-year for two straight quarters