mobile subscriber experience for dummies

1Mobile Subscriber Experience Basics

Understanding why subscriber experience is important Introducing mobile subscriber experience software

Understanding commercial challenges that face operators

The Subscriber Experience

Battleground

Learn from both existing and new subscribers!

Loyalty of existing customers

What makes them stick with you?Avoid Disruption caused by Customer ChurnUse Personalization to meet

subscribers individual needs!

Keeping existing customers happy is much more effective means of achieving revenue growth than adding expensive new customers

Mobile Subscriber Experience Software

What to expect from a mobile subscriber experience software

CAPEX Management

Selective Op-timization

Usage Manage-

ment

Analytics & Forecasting

Fair Use

Meeting Subscriber NeedsWithout Breaking the Bank

Service providers face three overriding commercial challenges:

Capital expense (CAPEX) reduction

Increased service agility

Operations expense

optimization

Speed is a key facet of effective mobile subscriber experience  

2Gathering and Analyzing Data

Getting to know Big DataMoving from historical to real-time data analysis Explaining DPI

Seeing how to monetize data

Big Data Is Your FriendIt’s a record of what’s happening

on your network

It’s a lot of information so sorting it can be difficult. But the information contained in Big Data, segmented into a broader context and analyzed, brings valuable insights.

Tracking how customers behave on the Network is a gold mine.

If you don’t know what customers are doing, how can you improve their experiences?

Moving into Real TimeProvides you with the information required to make immediate impact

Real-time data analysis can help in the following situations:

Capitalizing on an opportunity to upsell

Solving or mitigating a problem

Identifying malicious activity

Reallocating network resources on the fly

RTTURL

Extending a promotion to a high-value customer

Offloading certain subscribers during congestion

DPI: The Value of IntelligenceThe basis for immediate action

New insights and opportunities for enhancing the subscriber experience:1. Subscriber identification: ARPA is replacing

ARPU2. Application classification: the more fine-

grained the identification capabilities, the more value that can be delivered to the analytics engine

3. Content visibility: Content is a cornerstone of the user experience

DPI: The Value of IntelligenceThe basis for immediate action

New insights and opportunities for enhancing the subscriber experience:4. Service plan usage trends: Understanding

how subscribers uses different service plans allows higher quality broadband service

5. Device visibility: All devices aren’t created equal

6. Quality of experience (QoE): The user’s QoE will determine a subscriber’s propensity to churn

By adding context to subscriber data contained in systems, DPI adds value and makesthe data actionable

Monetizing Your Data and Act on your Insights Make targeted decisions to increase revenue:

Subscriber data brokering

Customer profitability analysis

Revenue management

Targeted marketing

Understand your subscribers by leverage the information sources mined via DPI

3

Understanding intelligent chargingLooking for a great solution

Intelligent Charging

Intelligent ChargingThree trends have created an environment where intelligent charging is key to subscribers

Using mobile applications is becoming routine for consumers. Not only are mobile applications a part of everyday life, but they change every day. And mobile applications will continue to innovate.

1

Intelligent Charging

Mobile operators are moving away from unlimited data plans. Mobile operators are abandoning unlimited data plans because every megabyte transferred increases what they have to spend on infrastructure.

2

Intelligent Charging

Subscribers want personalized services to match their usage needs. With unlimited data plans going away, mobile subscribers must manage their mobile usage within the confines of quota limits.

3

What to Look for in an Intelligent Charging Solution

Service velocity

Tiered charging Zero-rating

Service charg-ing implementa-

tion

Smart operators are using Big Data to delve into customer preferences. They put what is learned into action with intelligent charging 

4Congestion Management

Understanding congestion management Looking for a good solution

Congestion Management Operators can reduce churn and increase customer satisfaction

Providers need a tool to manage congestion in a way that meets the changing requirements of the network and of subscribers but without requiring unlimited bandwidth. Congestion management applications offer functions that allow operators to manage congestion in a way that ensures maximal experience.

Managing congestion proactively to create the very best experience for

subscribers is critical

What to Look for in a Congestion Management SolutionAn enforcement point for all actions and

analytics collection is required

A subscriber manager to manage congestion across network topology and deliver subscriber awareness

The ability to collect analytics data for determining the best congestion policies and identifying hotspots in the network

Easy to configure and use easy-to-use visualization both historically and in real time

What to ask for in a Congestion Management Solution

Effective Hi-erarchical

Management  

Performance Parallel Queu-ing of Traffic

The Capability to Manage Queues

Does the solution have an active queue system?

Can operators have  immediate access Level visibility to network traffic?

Is network traffic queued into multiple, simultaneous queues?

Have you considered  scalability, reliability, and capacity demands?

5Network Quality Assurance

Getting to know Big DataMoving from historical to real-time data analysis Explaining

DPISeeing how to monetize data

What is overlooked when attempting to optimize mobile subscriber experience is optimizing the network itself.

By understanding, closely monitoring, and fine-tuning the network, operators can better serve their customers 

Two major areas in the field of network Quality AssuranceActive Queue Management (AQM)AQM gives your network a hand by helping packet transfer happen more efficiently.

Fairness: Democracy in the NetworkThis concept means that one subscriber can’t affect the QoE of another subscriber and it’s the most powerful of all the aspects of network assurance management. 

1. Managing queues With queue management support the operator can deliver more throughput and lower overall latency.

2. Fair usage The capability to ensure fair usage for thousands of subscribers on a single link in a highly scalable way

What to Look for in a Network Quality Assurance Solution

3. Analytics and forecasting Effective hierarchical management from one network location to deliver access-level visibility into performance to support hundreds of categories without performance degradation

4. Usage management The capability to classify traffic into separate but simultaneous queues based on policy

What to Look for in a Network Quality Assurance Solution

Visibility of subscriber, application, content, device, location, and QoE enables flexible management of the subscriber’s

user experience to maximize customer satisfaction

6

Understanding location awarenessFinding what you need

Location, Location, Location

Location information enables operators to react proactively to performance issues.

This means addressing issues before they become embedded problems! 

Location AwarenessIn the mobile network, a subscriber’s location is the single most important factor that can impact QoE

The key to ensure a high QoE subscribers is to have real-time location awareness that can be placed in context with the subscriber radio access network (RAN) and IP QoE metrics as seen by the subscriber

Still most mobile operators only measure basic KPIs in the network based on the signaling between the devices and the handset

To achieve visibility of the right KPIs and to deliver a high QoE, operators need subscriber experience analytics solutions in their network with real-time location awareness

What to Look for when shopping a Location Awareness Solution Location analytics

Congestion management

Location-based service plans

Customer care visibility

Crowd-sourced drive testing

Location Awareness WinsUsing location awareness solutions, the operator can install an applet on customer devices and proactively monitor when a subscriber loses coverage. The operator can notify the customer about the coverage deficiency, which creates cost savings over the existing method of drive testing

Provide better customer service and save money at the same time! 

7Ten Wins for Subscriber Experience

1. Happy Customers

2. Save money

3. Know Your Subscribers

4. Save Your Customers Money

5. Deliver a World-Class Network

6. Differentiate Your Service Offerings

7. Diagnose and Solve Customer Issues Quickly

8. High-Value Customers Get High-Quality Service

9. Great Data, Not Just Big Data

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ENHANCING THE SUBSCRIBER EXPERIENCE

From the handset . . .

. . .to the internet