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Establishing Customer Experience: Aspects in Mobile Network Serviceability
Kostas Vlachodimitropoulos, Ph.D.Deputy Director
Service Quality & Customer Network Experience Dept. Cosmote SA
Greece
Emerging Technologies Reliability Roundtable 2019 (ETR‐RT2019)Technical Committee on Communications , Quality & Reliability (CQR)IEEE Communications Society (ComSoc)
)ETR‐RT2019 Helsinki, August 2019
Cosmote’s Serviceability Definition Aspects of Customer Network Experience CEM/Advanced Analytics Architecture
Mobile Voice ServiceMobile Data Services
Fixed Broadband Experience Service Quality Data Overview Advanced Analytics / CEM Technology Ecosystem
Cosmote Case Study Geo‐fencing (Description and Results)
Drilling Down the Customer Experience in Customer Care Conclusion
Outline
ETR‐RT19 Helsinki, August 2019 22
Cosmote’s Serviceability focus is on achieving the Best Possible Customer Network Experience, leveraging the information coming from the Customer/Network Interaction, and providing the appropriate insights to the relevant stakeholders (Customer Care, O&M, Engineering, CRM etc.)
Cosmote’s Serviceability Definition
ETR‐RT19 Helsinki, August 2019 33
ETR‐RT’s Serviceability Definition:
Focus on the technology, solutions and platforms which can improve Operation and Maintenance (O&M) ability, including Deployment, Monitoring, Upgrade/Patching, Adjustment, Troubleshooting, Fault Recovery, Data Configuration, etc. The target of Serviceability is to make the O&M work more Easily, Remotely, Automatically and Efficiently in order to achieve Low OPEX and High Customer Satisfaction.
2G 3G 4G 5GISDN ADSL ADSL+ VDSL
FTTH HYBRID
MeasuredNetwork
Performance
Customer Perceived Quality
Complexity
Quality
From Network Performance to Customer ExperienceBridge Network Performance with Customer Perception
VOICE+SMS MMS High Speed Data Web Browsing FB/VoIP M2M
i‐mode BlackBerry Symbian Apple/Google Android
Customer Experience
GAP
What is Customer Network Experience?
ETR‐RT19 Helsinki, August 2019 44
LIFE IS FOR SHARINGService Management and Network CEM Division Fixed & Mobile
CEM/Advanced Analytics Architecture
DSLAM ONT/OLTCPE
UEMobile Access
IMS IPTV
Mobile Core Network
API API API API API API API
MEDIATION & AGGREGATION
BIG DATA REPOSITORYWORKFLOWS, ORCHESTRATION, INTEGRATIONSUBSCRIBER, SERVICE & DEVICE MANAGEMENT
SELF‐ CAREPROACTIVE CAREFIELD TECHANALYTICS MONETIZEOptimise Operations “Zero Touch” Plans
ETR‐RT19 Helsinki, August 2019 5
Mobile Voice ServiceLegacy Statistics: 2‐dimensional & Network Centric Per Cell, Per Hour
CEM: Enables Customer Centric KPIs by providing data in more dimensions;
this way we can measure actual customer experience
Location
Device
Call Event
Real‐Time
Customer
Customer Centric KPIs
• Call Drops• Consecutive Drops• VIP Customers Real‐Time monitoring• Corporate Customers Real‐Time monitoring
• Speech Quality (Silent/Mute Calls)• Access Failures – cannot establish calls• Calls distribution to competitors• Home/Work/Mobility Analytics• Calls geographical distribution• Roaming Hot Spots & Performance per Roaming Country
• Devices Distribution (UMTS/LTE share%)
ETR‐RT19 Helsinki, August 2019 6
Mobile Data ServicesLegacy Statistics: 2 dimensions, Network Centric Per Cell | Hour
> CEM enables Customer Centric KPIs by providing data in more dimensions
> This way we can measure actual customer experience
Location
Device
Session
Real‐Time
Customer
Application
Customer Centric KPIs
• Video start delay• Video buffering time• HTTP Page loading time• Access failure – cannot open page• Throughput & Latency per Application• Customer digital profile (Social, Maps, Gaming, IPTV, etc.)
• COSMOTE Apps monitoring• Free Data Campaigns evaluation –customer experience
• Devices performance per Application• Customers with Smartphones using 2G
ETR‐RT19 Helsinki, August 2019 7
Fixed Broadband Experience
Enable Customer view for all Services Proactive Care & Analytics
Customer
Device
xDSLIPTV
VoXX
Customer Centric KPIs
• Unexpected Low Throughput• Retrains and Disconnections for Broadband and IPTV
• Automatic profile assignments based on DSL line measurements
• Voice over IP Speech Quality• Voice over IP Access Failures• Voice over IP Calls per Destination
• CPE/Device Analytics and WiFi optimization
• Household Analytics
ETR‐RT19 Helsinki, August 2019 8
Legacy Statistics: Copper Line measurements Per DSLAM, Per Hour
100 Nodes / 1000 CPUs / 30 TB RAM
Voice/SMS> 300M xDRs/day – Mobile NW2,5 billion xDRs/day – IMS NW (VoBB & VoLTE)
Mobile BroadbandRT Deep Packet Inspection for > 30 Gbps of Mobile Data traffic => 1 billion TCP connections / dayDetection for > 250 popular applications
Fixed Broadband> 400 requests/sec (Control Plane)
OOKLA SpeedTestTM Crowdsourced MeasurementsThroughput, Latency, Lat/Long.
TopologyLAT, LON, TEK, DSLAM, BRASComplaints CTTs/NTTs
Voice events 2G/3G(SAI)Calls & SMS (Drops, Blocks, Call SetupVolte events (Polystar)VoLTE Sessions (Calls, Drops)
OOKLA Crowdsourced Measurements Throughput, Latency, Lat/LongBenchmarking AnalyticsAll KPIs through drive tests
TopologyLAT,LON,CELL,LAC,BSC/RNCDevices (DMS)IMEI,TAC,CAPABILITIES
User Plane (Vantage)User Plane (Throughput, Latency, App)Control Plane (TMA)Signaling from Packet Core (Attach, Det)
DSL Copper (BROND)Throughput, SNR, RetrainsCore Signaling (RADIUS)Traffic, Disconnects, SessionsSubscriber CPE (AXIROS)Throughput, Wi‐FiVoice xDRs (Polystar) VoIP calls IMSTV xDRs (AGAMA)Quality Of Experience, Availability
FIXED MOBILE
Data flows> 30 major data flows established (Fixed & Mobile NW, IT, CRM, Security, Devices & sensors,..)
ETR‐RT19 Helsinki, August 2019 9
Data Input & Infrastructure in Numbers
10Advanced Analytics / CEM Technology Ecosystem
Voice events 2G/3G(SAI)Volte events (Polystar)
OOKLA AnalyticsBenchmarking Analytics
TopologyDevices (DMS)Tickets (SIEBEL)
User Plane (Vantage)Control Plane (TMA)
DSL Copper (BROND)Core Signaling (RADIUS)Subscriber CPE (AXIROS)Voice stats (Polystar) TV stats (AGAMA)
F
M
TMN Alarms
Real time
Machine learning application
Machine learning application
ETR‐RT19 Helsinki, August 2019 10
Geo‐fencing Description
Data Analytics in Big Data Lake Correlate Customer to KV/Geo
level enabling Global View ofService Delivery
Feed from:• OOKLA Fixed
Measurements• Axtract CPE Router
Statistics• CELT/MELT Copper Line
Measurements• Topology• Rollout Program• Radius CN BB Session Stats• 4G Coverage
Live sinceQ3 of 2018
ETR‐RT19 Helsinki, August 2019 1111
Geo‐fencing ResultsHybrid Upsell Retention/Loyalty
List of ~250.000 Customers with ActualWiFi measurements, Actual Sync Rate and 4G coverage
Purpose is to identify Customers eligiblefor Hybrid up-sell (Good 4G coverage, low Sync Rate, high traffic, high numberof WiFi connected devices x 2,5 (+150%) Success Rate in
Campaigns for Hybrid/Speedboosterupsell
Other Use Cases (in progress): Prevent Customers with bad 4G coverage from buying
Hybrid/Speedbooster (Retention/Loyalty) Up-sell to Business Customers (many WiFi) Optimize Network in selected areas Prioritize FIBER Rollout ...
List of ~250.000 Customers with bad WiFi (OOKLA) measurements compared toActal Sync Rate
Purpose is to identify Customers withWiFi issues, in order to proposealternatives (new CPE/Router, Extenders, etc.)
Campaign preparation in progress
12ETR‐RT19 Helsinki, August 2019 12
13
Customer Experience Analysis (CEA) is a GIS‐Analytics platform presenting individual
Customer Experience retrieved from the Big Data Lake, which is used in COSMOTE as
the Main Tool of Customer Care, NMC, etc.
It enables fast troubleshooting of Service Quality issues by analyzing the Customer
Activity identifying the Network Elements affecting the Customer Experience.
ETR‐RT19 Helsinki, August 2019 13
Customer Care 1st Level1 Customer Care 2nd Level2Used by:
• CEA is a Dashboard, which combines information from several different sources via BIG DATA and EKL/SVT
• It is a powerful application, which presents Measurements and Map information for specific Customers and can perform Provisioning actions, in order to solve Customer Problems
ETR‐RT19 Helsinki, August 2019
OneTruth View for Fixed Broadband
14
At the Age of Digitalization, the network operators have to harness the power of data by: Establishing a Big‐Data infrastructure Bringing in cross‐domain data flow Fostering cross‐function cooperation Having a clear vision of the expected results: Process speed up (e.g., troubleshooting) Process automation Insights for optimal network development CAPEX CRM insights for improved Customer Operations
Conclusion
ETR‐RT19 Helsinki, August 2019 1515