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Challenges in Customer Service Assurance |
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The complexity of modern communication services...
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and the number of support groups that need visibility of their quality and performance is beyond the scope of traditional network management systems. Service Operation Centers, Customer Care, Network Operations, Engineering, and Field Technicians struggle to monitor and manage these new services as the rate of service introduction increases. To ensure customer experience and ultimately customer retention, services must be managed holistically, in real time, from the moment the service is made available to the customer.
Customer service assurance (CSA), is the process of collecting customer usage experience indicators from all practical sources as close to the customer as possible; the control plane(network traffic), network plane (elements,
nodes, systems, and management databases), and the user plane (devices). CSA uses this data to gain deep insight into customer behavior allowing new insight into the relationship of service quality to the uptake and usage of the service.
It involves, when needed, the real-time monitoring of a customer’s active service and the analysis of this data to isolate usage problems and to provide proactive mitigation of customer impacting or service-impacting issues. CSA
summarizes usage information to note service usage patterns, trends and preferences needed by account managers, customer care agents, planning engineers, marketing, operations teams, and executive management.
We believe there are four core functions for
addressing the business and customer
management issues surrounding CSA: Service Level Agreement (SLA) Assurance, Customer Insight, Customer Experience Analysis and Service & Network Health.
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