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End-to-End Service Quality Consulting provides operators the ability to define, implement and monitor service levels on mobile services. Based on a user-centric approach, this service addresses Service Level Management (SLM) and aims at providing professional services to support the set-up and implementation of an SLM process. End-to-End Service Quality Consulting provides solutions to master the end-user perception of service quality and a solution unavailable from any other vendor with existing monitoring tools.
By means of a thorough and global analysis of each service (SMS, MMS, Web, WAP etc.) End-to-End Service Quality Consulting provides service quality metrics (Key Quality Indicators), which reconcile network performance with the end user's perception of service quality.
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Who can benefit from this service? |
| All operators with mature and optimized networks and who want to master the end-user perception and differentiate on Quality of Service. |
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Service Quality Consulting enable Mobile Service Providers (MSPs) to monitor quality of service, as well as restore service levels quickly and efficiently. These capabilities bring reliability, predictability and confidence to the service engagement. An automated reporting platform also sharpens the marketing capacity of MSPs by providing regular and comprehensive updates of end-user behavior, critical in the creation of new or enhanced service offerings.
The End-to-End Service Quality Consulting methodology starts with the benchmarking of service quality from the end-user perspective. This is followed by the services modeling phase and the definition of a hierarchical mapping between KQIs and KPIs, which, in turn, are implemented in Service Quality Platforms. Service model is finally optimized in lab or live network to accurately trigger alarms in case of service degradation. During the start-up phase, these platforms can be operated by Alcatel, enabling operators to benefit from a transfer of know-how related to all aspects of the SLM and indicator process.
Alcatel's approach to End-to-End Service Quality Consulting is flexible and scalable. Consulting is offered on a per service basis, and each phase can be delivered independently.
Service Benefits
• Better subscriber and operator relationship
The Key Quality Indicators enable MSPs to improve customer segmentation, as well as improve knowledge of subscriber behavior. As a result, MSPs are better positioned to target market segments with specific offers, or lock in high-profile subscribers with incentive plans.
• Secured and increased revenue
Owing to the easy monitoring of Key Quality Indicators, and the capacity to monitor Service Level Agreements (SLAs), MSPs are positioned to capture a larger customer share, as well as offer differentiated service offerings. This service solution also enables the secure introduction of new data services.
• More network control and services quality
The establishment of a cause-and-effect hierarchical modelbetween network metrics and perceived quality of service not only provides monitoring of quality indicators, but also enables the quick and efficient resolution of service degradation problems.
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