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The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss
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The importance of network in the customer experience: effective service assurance to maintain availability and minimize revenue loss

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  • 1. This document is offered compliments of BSP Media Group. www.bspmediagroup.com All rights reserved.
  • 2. The importance of networks in the customer experience: effective Service Assurance to maintain availability and minimize revenue loss… Master Class, November 12th, 2013
  • 3. Good Afternoon During today’s session we will walk through NetBoss Technologies End Customer Focused Solutions that enable MTN to offer state of the art services in a complex network environment. 1. 2. 3. 4. Correlate events from network to service to impacted customers Determine Customer Quality by Analyzing End to End QoS: Enhance Business Analysis and Process Automation Automate End Customer Support Service 11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved. 2
  • 4. MTN Nigeria – Complex Network – Large Scale SERVICE PLATFORMS GPRS VOIP VAS 2G, 3G, 4G IP RAN SMS 55 MILION INET MPLS CORE SDH 11/19/2013 MPLS EDGE ENTERPRISE DWDM NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved. 3
  • 5. NTI – Market Driven • • • • • • • • • Network Evolution & Complexity Legacy to brand new 2G through LTE TDM to ATM to IP Chattering Network Elements High frequency technology introduction Wireless or Copper or Fiber Decisions Information Overload Scale NTI SOLUTIONS • • • • • Demanding Customers SLA Agreements & Penalties 7 by 24 operations Many Choices More for less • • • • • • • • • • • Home Network Complexity Modem, Router, WIFI, STB, RGW, TV “I can’t get Netflix” Who do they call? You, the Carrier! Cost, but a revenue opportunity Mobile Rich-Media Expectations Fashion Accessory Churn Quality of Experience Visibility when behind a roaming partner Configuration, Carrier Branding, Carrier Apps
  • 6. What’s Needed ? • Maximize your customer’s experience leading to revenue • Use number portability to get customers • Use content and quality to keep them • Meet SLA’s, eliminate penalties • Proactively resolve issues before key customers experience them • Apply your human capital effectively, field & support organizations • Accurately dispatch truck rolls • Highlight your areas of weakness, target resources 11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved. 5
  • 7. What’s the problem ? X X How many  customers  are / will  be   affected? Why is the  service  out ? Who should  go to fix it,  and where ? What’s  the root  cause of  the  problem ? Is this a  priority  situation? Easy questions to ask, tough to answer! 11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved. 6
  • 8. Current Limitations 1000s of MPLS paths 100s of SDH layers 10s of Lamdas I Fiber Cut 11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved.
  • 9. What’s the Solution ? • • • • • Intelligence • High Value • Actionable Service Views Network Views Trending Drill Down • Service Impact • Root Cause Identity • Noise Suppression • Fault • Performance • • • • • Service Network Link  Interface Node 11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved. 8
  • 10. Step 1 Eliminate the Clutter Raw Alarm Handling Window Event Source Alert 11 Mediation Alert 22 Stream Correlated Alarm Handling Window Filtering & Mapping Alert 11 Alert 23 Event Source Event Source Stream Correlation Value Packs Alert 40 Event Source Alert 22 (3 events) Counting Alert 41 Alert 56 Alert 67 Mediation Fleeting Alert 68 Alert 73 Event Source Auto Clear Alert 77 Alert 67 Alert 68 Flapping Alert 73 Pattern Detection Alert 79 Alert 105 Event Source Alert 110 Mediation Event Source Auto Ticketing Alert 105 Script Triggering Alert 110 Alert 120 Alert 120 Alert 121 Alert 121 Alert 122 Alert 122
  • 11. Step 1 Eliminate the Clutter
  • 12. Step 2 Correlate with end-to-end Topology Raw Alarm Handling Window Event Source Inventory Alert 11 Mediation Event Source Alert 22 + Topology Correlation Value Packs Alert 23 Event Source IP/MPLS Alert 41 WiMax Alert 56 SDH RAN Event Source DWDM Alert 105 Alert 110 Service Impact Root Cause Alert 79 Mediation Sympathetic PDH Alert 77 Event Source Contributory Alert 68 Alert 73 Event Source Contributory Sympathetic Alert 67 Mediation Service Impact Root Cause Alert 40 Event Source Topology Correlated Alarm Handling Window Environmental Contributory Contributory Sympathetic Alert 120 VAS Alert 121 Alert 122 Filtering & Mapping Sympathetic
  • 13. Step 3 : Tie to Services and Customers 4G Video Unlimited 4G Internet Service NetBoss protects  revenue generating  services NetBoss pinpoints  the  problem 11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved. Alarms cry out   something’s wrong…  But what 12
  • 14. Step 6 Inform Stakeholders Information & Automation flows to Four Distinct Users • Executive, PM • What’s status? • What’s getting fixed? • Operations • Where are problems / changes • Deeper analytics / diagnostics • Field • What/Where needs repaired • What’s priority • End Customer • Automated Customer Service • Revenue Opportunity 11/19/2013 Information Analysis Action NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved. 13
  • 15. Step 6 Executive Dash Board Views Customer Services Network View Performance Trouble Tickets Real Time Alerts Root Cause 11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved. 14
  • 16. Bottom Line • Get and Keep Customers • Proactive Resolution of Network Failures • End customer dash boards • Tightly Manage Business Resources • Automated analysis of root cause • Accurate repair dispatch • Generate new revenues • End customer dashboard fees • Win-Win for MTN and MTN’s customers 11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved.
  • 17. Thank You ! 11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved. 16

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