More than half of the world’s population now owns a mobile phone. In fact, chances are you are reading this article on a smartphone right now.
While mobile innovations have provided a significant amount of benefits to users, most of us probably take these services for granted. For example, have you ever thought about the processes that move text messages from sender to receiver or allow you to make a clear phone call?
Will the real operator please stand up?
In a market that has become overly saturated, combined with the increased pressures faced from over-the-top players, service providers must now look to differentiate through the quality of experience they can deliver to customers. If customers are not getting the services they want at the quality they expect, they can quickly turn to another provider. At a time when average revenue per user is already steadily decreasing and network usage is skyrocketing, this cannot happen.
What's the solution?
Service providers can begin to mitigate subscriber churn by addressing issues impacting customer quality of experience, such as:
- Degradation of services such as poor streaming quality or dropped calls
- Poor response time to network issues
- Inadequate handling of network traffic
One of the ways service providers are looking to change the game and meet their business goals is through virtualizing their network infrastructure. By introducing NFV and SDN technology into operations, service providers can deliver the elasticity and customization their customers require in their services, and lower opex. As a result, they can shift their operations to become more customer centric.
Taking the next step
With all that big data passing through the network it is important to harness it in order to make smart decisions which will positively impact customer experience. By continuously correlating KPIs from across the network and visualizing it in a single view, service providers can manage their complex networks in real time and can assure a competitive level of service quality. Some of the benefits include:
- Quickly isolate a fault and identify the impacted customers
- Reduce mean time to repair
- Forecast capacity and streamline workflows
Service providers must think outside the box if they want to remain competitive in today's market. It is no longer about who has the shiniest new toy, but rather their ability to serve the customer. By maximizing network performance service providers can maintain a high level of customer satisfaction and reduce churn rates.