Customer Experience
VoIP quality is dynamic and thus highly relevant to customer experience management for NGN, LTE and IMS networks. The VOIPFUTURE technology is an enabler for voice quality management allowing to improve customer service, reduce churn and cut operational costs. The factors influencing the customers’ quality of experience are not completely under the control of the service provider. Examples include the number of networks and CSPs involved in the call or the load of the involved networks. Consequently, the voice quality can dynamically change during a call even independently for each direction. There can be one or more sources for voice quality impairments and these can be located at any point between the calling parties.
This situation makes it extremely difficult for CSPs to locate problem sources (and thus responsible parties) and frequently leads to a blame game between CSPs, customers, interconnection partners and managed service providers. However, the customer does not care about all of this – he simply wants a flawless voice service with high voice quality. VOIPFUTURE’s truly innovative in-call voice quality metric and KPIs take customer experience management to a new level. The analysis and diagnostic data drives the many powerful features of the VOIPFUTURE system, including its support for voice quality SLAs, voice-enabled customer care applications and alarming.
Service Level Agreements (SLA)
Service level agreements (SLAs) that consider voice quality are becoming the key differentiator for service offerings. The VOIPFUTURE solution goes beyond conventional service availability and signaling quality monitoring, by giving CSPs
- In-call MOS and R-Factor values conforming to ITU-T P.564 (Mode B)
- KPIs reflecting the true voice quality for each customer, trunk and interconnection
- Definition of voice quality targets per customer, trunk and interconnection partner
- Early warning alarms and pro-active reporting
The VOIPFUTURE solution can warn the user of existing or immanent quality degradations, which have or may have a negative influence on the customer experience. This way CSP can gain valuable time by proactively correcting issues before customers notice and before SLAs are violated. Furthermore, as a mid-point RTP monitoring system, the solution can evaluate the quality of each single stream crossing SBCs or other interconnection points. In this way, the actual quality of incoming and outgoing streams can be documented and passed to quality assurance and SLA management systems.
Customer Care
The VOIPFUTURE solution includes a customer care application that provides agents with all information needed to handle customer calls pertaining to call quality. The VOIPFUTURE solution enables the contact center agent to search for a customer based on keys like a subscriber ID, phone number or IP address on the fly. Instantaneously all VoIP sessions of the subscriber are shown in the web application along with quality information. Further steps, i.e. a root cause analysis can be started from this point.
The VOIPFUTURE KPIs and metrics are the enabler for voice quality aware customer experience management and applications such as VoIP service quality monitoring, inter-provider peering monitoring and customer SLA monitoring. All data is made available through the high-performance data warehouse of the Application Manager.