Service: Now that the convergence of networks, services, applications and devices is a reality, competition is even fiercer. Customers are choosing providers as much for their service quality as for price. With each new technology comes a new layer of complexity and greater expectations from customers. The real-time, dynamic nature of today’s telecommunications services presents even greater service management challenges. In order for providers to attract and retain customers, they need to bring together their multi-vendor and multi-technology domains to deliver reliable quality of service.
For example, for IPTV operators, the quality of the viewing experience is essential to initial rollouts and subscriber retention. Providing high picture quality, clear audio, and instantaneous channel changes becomes more complex when the service is delivered using Internet Protocol (IP). At a minimum, these essential features must meet the quality levels currently experienced with traditional broadcast delivery services.
Device: For customers, device performance is a constant, hands-on test of your service quality. Devices that are poorly configured or can't support your offerings lead to more customer care overhead, depressed usage, and churn. That's why operators need a solution that allows them to understand the capabilities and limitations of all the devices they support and how subscribers actually use them.
There are third party tools that analyze and report on actual device usage, configuration, and performance, and lets operators view the customer experience in near-real-time. These tools:
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These features help carriers to monitor the performance of its services in real-time so that it can capitalize on its service levels and position its business for:
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