Improving mobile customer retention through multi-dimensional analysis of QoE

Analysys Mason on behalf of Viavi

In the rapidly changing mobile services landscape, CSPs must make customer retention the basis for their long-term sustainable growth, and use a strong competitive differentiator to support this strategy.

A multi-dimensional QoE approach to monitoring and assuring the customer’s service quality can be the differentiator.

Only a holistic QoE approach provides a true end-to-end view of the service, enabling CSPs to prioritize follow-up actions to improve service quality and overall customer experience.

This white paper discusses the multi-dimensional QoE approach and presents example use cases that demonstrate the value of this approach for CSPs. The use cases discussed in this paper are (a) assuring QoE for voice over LTE, (b) targeted RAN optimization based on geo-location, application and financial metrics, (c) device-aware heterogeneous network optimization, and (d) assuring QoE for video.

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Commentary

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Matt Walker / MTN Consulting

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