The customer’s perception about the quality of service provided by the Internet Service Provider, or Quality of Experience, is becoming more and more business critical for Internet Service Provider.
In a highly competitive environment it is crucial to know proactively the customer satisfaction level, namely what is the customer experience during an internet surfing session.
Xperience provides the right tools to continuously monitor the experience of the customer with the provided service and speeds support services during a diagnostic session.
Xperience is designed to support heterogeneous internet access technologies, like Cable, DSL, Fiber or Mobile allowing a 24×7 customer experience monitoring.
The modular architecture of Xperience is based on loadable software probes that run remotely at customer premises emulating actions like site browsing, file downloading or uploading according to TR-143 guidelines.
For diagnostic purposes, the Quality of Experience measurements can be complemented with relevant device (computer, modem or mobile datacard…) indicators.
Convergent Networks
Today, customers are using more than one network to access the internet. In fact the internet experience is supported by heterogeneous networks, namely DSL, Fiber , Cable, Wifi or mobile. Therefore, to continuously monitor the customer experience it is necessary a solution that support convergent networks.
Xperience solution supports a continuous internet monitoring independent on the network that it is being used by the customer. The quality metric process take automatically in consideration the type of network, which is being in operation.
As it is well know, the Internet services quality depends not only on the operator’s network but also on customer’s home network as well as on the computer and modem/router configurations. Xperience collects the relevant indicators that enable the diagnose of eventual service quality degradations.
Xperience supports low bandwidth networks like mobile GPRS up to high bandwidth FTTH networks.
Home Gateway Monitoring
Broadband access marks the entry of operator’s network management into the customer’s home, through equipment provided by the operator, like Home Gateways, ONTs, Set Top Boxes or Cable Modems.
The operator faces new provisioning challenges, but also Quality of Service issues or as seen from customer perspective, Quality of Experience issues.
Customer homes sum to millions of locations country wide. With increasing success of the broadband business a dawn of new operational costs is building up and threatening the operator.
Xperience is the right solution to break this dawn before most of the broadband business result is wiped out by operational costs. Xperience enables a remote view to operator’s network from customer’s home without any truck rolling or long sessions with the help desk.
This view can be taken regularly to monitor the broadband access or as a one time shot to diagnose customer’s broadband access at complaint time.
Xperience was designed with TR-143 concepts in mind but not limited to these concepts.
Xperience is TR-143 ready.In the TR-143 approach the home gateway runs a software probe for HTTP/FTP download and upload and for UDP echo tests. Xperience integrates with any ACS (Auto Configuration Server) to control these software probe features of the home gateway and retrieve the measurement results.
More Information (PDF)
TR143 Show Case with BEWAN HG (PDF)
Mobile Broadband
The adoption of mobile broadband internet services is showing very high growth rates.
This huge business opportunity is however not followed by an ARPU increase rate which registers significant erosion pressing the operators to keep the operational costs as lower as possible.
Additionally, broadband mobile adds new complexity dimensions to the customer experience monitoring, namely the user location and radio coverage.
Xperience tracks the customer experience as well as the mobile configurations and radio characteristics, which allow customer services to understand the impacts of the mobile conditions during an internet session.
