The “QoE Index” estimates end user perception of any service. Today we proudly announced that our innovative new approach to scoring Quality of Experience (QoE) across telecommunication services has been granted a US patent.
To date, it appears most of the MSPs that have deployed VoLTE have relied on active testing to effectively “spot check” the end-to-end service improvements and overall performance. Very little appears to have been done to look at overall QoE across the entire customer base.
Customer experience in the contact center is paramount in customer retention. Technical issues, even minor ones, can have an enormous impact on a consumer’s perception of a company.
“Key Performance Indicators” (KPIs) is a term commonly heard within the Service Assurance domain. KPIs are used by most Service Providers use to align their internal departmental goals and metrics with the experience delivered to their customers or subscriber base. That said, there is much debate as to how effective KPIs are, even those that are […]
For Mobile Service Providers (MSPs), monitoring only the network infrastructure (as traditionally performed by Network Operations Center plus Service Operations Center) no longer provides any guarantee that subscribers will receive their expected level of service.
This year’s TM Forum event had a number of key themes including the old favorite, Customer Experience. I say old in that as a concept, Customer Experience, especially in the Telco world, has been around for a number of years. During this time it has of course evolved, but in doing so, it now means […]