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CONTENTS
03
IN TROD U C TI ON
04
04
QoE I M PA C TI N G FA C T O R S
04
05
07
08
10
11
12
Voice
13
V ideo
13
13
Gaming
14
CON C L U S I ON
15
GL OS S ARY
Introduction
Communication Service Providers (CSPs) are faced with
rising operating costs, flattening ARPU and the need to
address an increasing demand for data. On top of that,
according to research1, 50% of subscribers are at risk
of churning in the next 12 months. The survey shows
that the quality of mobile broadband experience is the
leading driver for mobile operator churn, with 37% of
consumers citing slow connection speeds as the main
reason for churning. CSPs recognize these figures and
know that churn corrodes their business.
#1
At a Middle East CSP, Astellia monitors the QoE of the top 10 most used
applications and evaluates its evolution over time.
This allows the CSP to create a partnership with the right application provider
and to optimize the QoE of these most used applications.
Through alarms the CSP is informed of any quality degradation and is then able
to locate the issue (RAN / Core / content server).
If the quality regression comes from the application provider, the CSP can send
them a trouble ticket.
#1
#1
1
2 3
12%
39 USD
8,8 GB
M edia lovers
Other
14%
OS
Apple
27%
Android
57%
Different data services and applications require adapted levels of throughput and latency. So with exactly the
same radio conditions, customer experience might be completely different. Therefore, it is very important to
be able to correlate user plane information (including application usage info) provided by probes with radio
measurements coming from BSC, RNC and eNodeB call traces.
PROBE
+
CALL
TRACES
Because of bad radio conditions,
these customers stopped their
web browsing session, leading to
immediate loss of revenue for the
operator.
Surve
y
dy of th
could e mobile ph
answe
o
r the fo ne market in
llowing
S
H
o
questi pain, we
w likely
COVE
ons :
would
R.IN
you re
comm
How li
URBA
end O
k
e
ly
N COV
PERA
would
TOR to
ER
you ra
te OP
a frien
And th
RURA
E
d, a re
R
e
ATOR
covera
L COV
lative
s cove
ge in u
ER
or a coCustomer
r
a
r
g
b
e
a
lleagu
n area
And th
indoor
BLOC
e?
s
e
?
?
c
o
KING
verage
in rura
l areas
In are
as
?
the ca with a goo
d
p
a
c
c
o
it
v
y to es
e
DROP
tablish rage, how w
S
o
a call
on the uld you rate
A
nd the
first att
SPEE
y
capac
CH
empt ? our level of
ity to k
satisfa
QUAL
e
e
p a ca
ITY
ction r
And th
ll witho
egard
e quali
ing
ut losin
ty of s
g
o
conne
OVER
und du
ction ?
ALL
ring th
e phon
NETW
ORK
e calls
Regar
ding a
?
ll the p
netwo
reviou
rk ?
MOBIL
s
it
e
ms, w
E BRO
hat is
SING
Wyour o
SPEE
Only if
verall
D
youre
satisfa
satisfa
using
ction w
your m
ction r
ith OP
egard
o
b
il
ERATO
e
ing the
phone
Rs
to bro
surfing
wse th
speed
e net,
?
what is
your le
vel of
NPS
if you
E X A M P L E
survey
CX Survey
Correlation
SatiX CX index
Network performance
indicators
Technical metrics
Coverage
Blocked calls
Dropped calls
Voice quality
Data quality
RSCP
Throughput
CQI / BLER
Ec/No, ...
Calibration
The survey score identifies detractors, i.e. customers on the verge of churning. The Satix score however
shows that these customers have not experienced any network quality degradation.
The survey scores detractors. The Satix score is very low and indicates that the customer has experienced
several network quality issues.
IMSI
IMSI 1
IMSI 237
IMSI 3004
IMSI 412
IMSI 5492
IMSI 6057
IMSI 7054
IMSI 486
IMSI 9
IMSI 8956
SATIX ATTRIBUTES
Attribute Voice
Blocks
4,98
4,97
4,95
4,84
5,00
4,99
4,99
5,00
4,98
4,96
Attribute Data
Quality
1,33
1,75
1,23
1,26
1,04
3,64
4,07
3,39
3,97
3,61
Attribute
Coverage
1,63
1,74
1,79
1,94
1,35
3,03
3,16
2,27
2,95
2,66
SATIX score
3
3
2
3
1
9
10
7
9
7
Customer
survey
score
0
0
0
0
0
0
0
2
0
2
Promoter
Neutral
Detractor
Detractor
Detractor
Detractor
Detractor
Detractor
Detractor
Detractor
Detractor
Detractor
Detractor
Reason for
disatisfaction
Network QoS related
Network QoS related
Network QoS related
Network QoS related
Network QoS related
Non-technical reason
Non-technical reason
Non-technical reason
Non-technical reason
Non-technical reason
This information was then used by marketing teams to launch win-back campaigns and by network
operations teams to better target network optimization campaigns based on customer location and value.
Network performance and radio engineers can perform proactive QoE monitoring by
diagnosing QoE & service degradation and drilling down to the root cause of the problem.
For optimal ROI, they can prioritize their investigations on high value customers, corporate
subscribers and key areas.
Device managers need to understand device behavior to select the best performing ones
for their new data plans and inform device manufacturers or network equipment vendors in
case of a device issue.
Customer Care needs information to ascertain in real-time the level of satisfaction for every
subscriber and for each type of service (voice, messaging, data). They need to know if the
customer is the only one impacted by the issue or if it is the issue that impacts all subscribers
in that area.
Service Operation Centers (SOC) manages E2E service quality and is at the heart of a CSPs
customer focused strategy. A SOC breaks down organizational barriers and has the role of
an intermediary between the operations, engineering, performance, marketing and customer
care teams.
10
Voice
Video
Jitter
Latency
Throughput
Stalling Rate
Stalling Duration
Packet loss
Transaction Delay
Frame Rate
Buffering Delay
Session Drop
Session Start Time
Cut-off Rate
Internet
browsing
Bitrate duration
Page Refresh Delay
Page Download Delay
Packet Loss
Gaming
Jitter
Latency
Ping
Packet Loss
Delay
11
RTP Delay
Bearer Establishment
Success
MOS
Establishment Success
Establishment time
Used codecs
Voice
Voice still remains a vital service CSPs run over their networks. The destabilizing impact of OTT
providers is putting pressure on CSPs to deliver quality voice services. Room for error round
voice services is therefore slight to non-existent.
Delivering a quality voice service in an LTE environment is a major goal. For VoLTE to succeed,
end-to-end QoS is essential. CSPs will need to provide seamless fallback (SRVCC) to 2G/3G
networks where LTE is unavailable.
Voice call
continuity with 3G
& 2G
12
Video
Ciscos report estimates that video will account for 70% of traffic by 2018, driven by VOD and
P2P streaming and even mobile games containing video. So, there is no application that is more
important to the consumer experience than mobile video, especially for video addicts. Ensuring a
consistently great video experience by preventing video blackouts, frozen video, silence, buffering
delays etc. will have an immediate impact on customer satisfaction and loyalty.
Browsing
Watching
KPI
Throughput
Internet browsing
Subscriber waiting time is the key determinant of web browsing QoE: the longer users have to
wait for the web page to arrive, the more dissatisfied they tend to become with the service.
Gaming
QoE of so called First Person Shooter games poses strict requirements with respect to network
quality. Having a low ping is desirable because lower latency provides smoother gameplay by
allowing faster updates of game data.
13
satisfy
analyze
improve
Conclusion
Operating mobile networks today is expensive for
CSPs, competition from OTTs is fierce and revenues are
flattening. Subscribers increasing reliance on mobile
networks and the exponentially rising demand for mobile
data services are putting pressure on the network.
14
Glossary
ARPU
BLER
BSC
CQI
CSFB
CSP
GSI
KPI
KQI
MOS
NPS
P2P
Peer to Peer
QoE
Quality of Experience
RAN
RNC
ROI
Return on Investment
RSCP
RTP
SOC
SRVCC
TCPDR
VOD
Video on Demand
VoLTE
15