CEM Solution Overview - VMB17012017 - For DRT PDF

Customer Experience Management
CEM Solution
Overview Edited by : Mohamed BEJAOUI
Strictement confidentiel @MB 2017

Contents
1. Solution Description
2. Application Scenarios
3. Technical Specifications
4. CEM Dashboard
5. CEM use case
6. Live demonstration & Knowledge transfer
Page2
Challenges
• As the network changes and expands, carriers are in lack of efficient means to
measure network and service quality. They do not have enough visibility into
network and services, and therefore cannot improve network and service
performance indicators efficiently.
Page3
Transformation with CEM
Service & User Centric Transformation

CEM Architecture
CEM functionalities
Focusing on Customer Experience Assurance
• The SEQ Analyst solution complies with the eTOM model.
Page 7
Highlights of the Solution
• Customer experience orientation
Page 8
• Customer experience orientation
– the SEQ Analyst solution collects end-to-end service data from devices on all layers
of the network and analyzes the data in a correlated manner.
– Provides accurate service models in the form of Counter > KPI/KQI.
– Enables maintenance engineers to drill down through KQI or KPI data in various
dimensions, and analyze the root causes of service failures on a per-user basis, that
is, based on the signaling message flows of single users.
– Monitors the KQI and KPIs of VIP customers in real time, helping carriers identify
VIP customers who are having poor service experience and identify the causes.
– Updates the KQI data for VIP customers every 5 minutes, enabling real-time service
assurance for VIP customers.
Page 9
• Data Visibility: SEQ Analyst of the SEQ Analyst solution uses the browser/server
(B/S) architecture, which enables carriers to display service and customer
experience quality information about the entire network on a web page.
Page10
• High Security
– Networking security: A SEQ Analyst solution server uses different physical
interfaces to connect to internal and external networks. The ports connecting
to an internal network and those connecting to an external network are
isolated on the LAN switches using VLANs. The internal and external networks
use the Layer-3 routes for communication, thereby ensuring data transmission
security.
– Account security: User permissions are allocated based on user roles, which
improves system data security.
Page11
• High Reliability
– and system security. When a single point of hardware failure occurs, replacing
the faulty hardware does not interrupt services.
– On the service plane, two LAN switches are deployed and each server is
configured with two links. In this way, services are protected by a switchover
when a single LAN switch or a single link is faulty.
– Link detection mechanisms are implemented to ensure that faulty links can be
detected in real time.
Page12
• Easy-to-Use O&M System
– Convenient O&M: The SEQ Analyst solution uses an O&M system in B/S
architecture. Users can use a web browser to easily connect to the web server
to visit, query, and manage the system.
– User-friendly WebUI: The user-friendly SEQ Analyst solution O&M WebUI uses
a navigation tree, and the function nodes are well-organized.
– Precise location information: The SEQ Analyst solution uses a map to show the
geographical locations of subscribers, thereby determining the service
locations.
Page13
• Easy-to-Use O&M System
– Practical O&M capabilities: With the B/S WebUI, the SEQ Analyst solution
provides practical O&M functions, such as installation progress query,
application management, alarm management, and log management.
– Real-time system KPI monitoring: The SEQ Analyst solution monitors hardware
and software KPIs for all subsystems of the SEQ Analyst and the probe systems
in real time. This facilitates system routine maintenance, health check, and
fault analysis.
Page14
Typical Networking of the Solution
Page15
Contents
4. CEM Dashboard
5. CEM use case
Page16
Typical Applications
• The service assurance platform offers insights into network performance,
service quality, and customer experience as well as measurable service data.
• The service assurance platform provides the following major capabilities:
– SQM: Monitors and analyzes carrier networks and key services and
KQIs/KPIs on them.
– CSE: Analyzes customer experience by specified common customers, VVIP
customers, enterprise customers, resources, and regions, providing
support for customer complaint handling.
Page 17
SQM
• CS Network Performance Monitoring and Analysis
– Monitors KPIs for specified CS-domain network objects, such as the entire
network, MSCs, and BSCs, at an interval of 5 minutes, helping carriers obtain
information about the CS network performance in a timely manner.
– Automatically updates KPI data every 5 minutes and support historical data query,
helping carriers promptly locate network problems.
Page 18
SQM
• PS Network Performance Monitoring and Analysis
– Monitors Network KPIs for specified PS-domain network objects, such as
customized areas, SGSNs, GGSN, and BSCs/RNCs, at an interval of 5 minutes.
– Automatically updates the monitored KPI data every 5 minutes.
Page 19
SQM
• EPC Network Performance Monitoring and Analysis
– Monitors KPIs for specified EPC network objects, such as administrative region,
MME Pool, eNodeB, and customized area at an interval of 5 minutes.
– Automatically updates the monitored KPI data every 5 minutes.
Page 20
SQM
• Voice Quality Monitoring and Analysis
– Service Quality Monitoring: Monitors the voice service quality in real time, and
enables you to locate the voice service issues in an area by viewing the system-
provided data, and analyzing the alarms, failure causes, and signaling data.
– Service Quality Analysis: Analyzes the voice quality issues from various dimensions,
and enables you to demarcate the service issues based on the distribution of voice
service indicators, failure causes, and signaling data.
Page 21
SQM
• SMS Quality Monitoring and Analysis
– Service Quality Monitoring: Monitors the SMS service quality in real time, and enables you to
locate the SMS service faults in an area by viewing the system-provided data, and analyzing
the alarms, quality rankings in the specified period, and failure causes.
– Service Quality Analysis: Analyzes the SMS quality issues from various dimensions, and enables
you to demarcate the service issues based on the distribution of SMS service indicators, failure
causes, and signaling data.
Page 22
SQM
• Web Quality Monitoring and Analysis
– Monitors KQIs for specified locations in real time and updates the KQI data every 5 minutes,
helping carriers detect potentially service-affecting issues in a timely manner.
– Analyzes KQIs from multiple dimensions and identifies service quality trends, helping carriers
improve web browsing service quality and user experience.
Page 23
SQM
• Email Quality Monitoring and Analysis
Page 24
SQM
• MMS Quality Monitoring and Analysis
Page 25
SQM
• Streaming Quality Monitoring and Analysis
Page 26
SQM
• MBB Traffic Analysis
Page 27
SQM
• MBB Pipe Quality Analysis
Page 28
SQM
• CS Session Trace and Record Query
Page 29
SQM
• PS Session Trace and Record Query
Page 30
SQM
• EPC Session Trace and Record Query
Page 31
CSE
• VVIP Assurance
– With VVIP assurance, carriers can monitor the real-time KQIs and
events for VVIP customers in CS and PS services and during network
access and inter-network handover procedures and detect and
resolve service issues for VVIP customers in a timely manner.
Page 32
CSE
• VIP Group Assurance
– With VIP group assurance, carriers can monitor the real-time KQIs
and alarms for VIP customer groups in CS and PS services and during
network access procedures and detect and resolve service issues for
VIP customer groups in a timely manner.
Page 33
CSE
• CS Roaming Monitoring and Analysis
– Monitors the number of inbound and outbound subscribers every 1 hour in near
real time, and updates the KPIs every 15 minutes.
– Measures the roaming traffic, and performance and GRQ KPIs every 1 hour,
displays top N carriers and areas, and enables you to analyze the failure causes of
specified KPIs.
Page 34
CSE
• CS Roaming Thematic analysis
– Measures the abnormal roaming indicators, and detects roaming service issues for
roaming subscribers in a timely manner. This helps carriers notify the subscribers of
the impact that may be posed by the abnormal roaming services.
– Measures the data about the preferred roaming service. This provides data for
roaming contract signing and steering policy adjustment.
Page 35
CSE
• PS Roaming Monitoring and Analysis
– Monitors the number of inbound and outbound subscribers every 1 hour
in near real time, and updates the KPIs every 15 minutes.
– Measures the roaming traffic, and performance and GRQ KPIs every 1
hour, displays top N carriers and areas, and enables you to analyze the
failure causes of specified KPIs.
Page 36
CSE
• EPC Network Roaming Monitoring and Analysis
– Monitors the number of inbound and outbound subscribers every 1 hour
in near real time, and updates the KPIs every 15 minutes.
– Measures the roaming performance KPIs every 1 hour, displays top N
carriers and areas, and enables you to analyze the failure causes of
specified KPIs.
Page 37
CSE
• Call Agent Aide
– With quality complaint handling, the customer service personnel and the
customer service manager or maintenance personnel can configure
Phone Number for a complaining customer to query the general service
information and service xDRs for the specified customer.
– In the queried result, the personnel can view the service failure cause
value that occupies the majority of cause values and drill down through a
failure service xDR to obtain the possible causes and handling
suggestions.
– This enables the personnel to provide a satisfactory solution to customer-
complained issues or useful information for troubleshooting, thereby
improving customer satisfactory.
Page 38
CSE
• Technical Agent Aide
– Provides links to the possible causes and
handling suggestions on the Knowledge
Management page for service failures.
– Displays the query records for quality
complaint handling in Complaint Handling
Statistics Report on the Report page.
– Enables you to view information about a cell
where the customer has experienced service
failures.
Page 39
Contents
4. CEM Dashboard
5. CEM use case
Page40
SEQ Analyst Processing Capability
Category Counter Name Processing Capability
Number of CS subscribers ≤ 50 million
Maximum CS input traffic ≤ 2 Gbit/s
configuration Number of PS subscribers ≤ 20 million
PS input traffic ≤ 100 Gbit/s
Minimum Number of CS subscribers ≤ 3 million
configuration PS input traffic ≤ 5 Gbit/s
Page 41
Maximum number of concurrent login ≤ 100
users/devices allowed
Maximum number of concurrent queries allowed 20
KQI/KPI real-time monitoring refresh interval 5 minutes

Number of VIP user groups 2000
Number of VVIPs 1000
System
performance VVIP counter refresh interval 1 minute
Reports available time 30 minutes
xDR available time 5 minutes
KQI/KPI analysis period 15 minutes, 1 hour, 1 day
Equipment alarm report delay ≤ 1s
Service alarm report delay ≤ 10s
Page 42
Raw signaling 7 days
CS xDRs ≤ 30 days
Storage PS xDRs ≤ 60 days

durations Signaling procedures available for drilldown 7 days
15-minute data tables ≤ 7 days
1-hour data tables ≤ 60 days
Daily data tables ≤ 365 days
Page 43
Contents
4. CEM Dashboard
5. CEM use case
Page44
Direction Centrale Technique
Direction Exécutive Programmes Qualité & Processus Operator
Direction de la Qualité des Réseaux & Services
Division Expérience Client
« the
first »
Monthly CEM Dashboard

April 2016 Published by CEM team on 02/05/2016
Operator « the first »

Strictement Confidentiel – Groupe Tunisie Télécom
Operator
« the
first »
1. Mobile Data Key figures

2. Service Traffic & Protocol Category
Agenda
Overview
3. Device Traffic Distribution
4. KQI Overview

Operator
« the
first »
Mobile Data Key figures

Operator
Mobile Data Key figures « the
Active user Essentials
first »
All tunisia City
Total Active User number* 4 821 656
2G Active User Number* 4 595 461
3G Active User Number* 1 359 229
Traffic Essentials
Monthly Average 2G/3G Traffic per
Device Type (GB/month)* (April City
All tunisia City 2016)
Voice Data Traffic per
1,08 -0,1
Traffic smartphone
(ERL) 23936184 -2816976 Data Traffic per Tablet 2,02 -0,12
PS Traffic Data Traffic per
2G/3G 3650069 -679829 9,48 -0,99
Datacard
(GB) * Based on MSISDN not
Data Traffic per All
2,33 IMSI -0,1
device
Active Device Essentials

Smartphone city Tablet Datacard
Active Device Type April Difference value/last April Difference value/last April Difference value/last
2016 month 2016 month 2016 month
Monthly Active User number 964 934 -3 388 30 383 -344 194 983 -13 317
2G/3G Traffic volume share 28,60% 1,45% 1,70% 0,15% 50,70% -0,92%
Active User share 57,90% 2,50% 11,70%
2,25% 0,73% -0,27%

Operator
« the
first »
Service Traffic & Protocol Category

Overview

CS & PS Traffic Trend Operator
« the
first »
CS Traffic Trend (Erl)

60000
50000
40000
30000
20000
10000
0
Voice KQI Overview

PS Traffic Trend (GB)
180000
160000
140000
120000
100000
80000
60000
40000
20000
0

DATA Service Traffic Operator
« the
first »
Service Traffic and Users Distribution
2000 2500000
1734,302893
1800
1600 1924010 2000000
1400 1799999
1630710
1200 1500000
1382021 1355025 1405352 1397863 1485158 1347723 1366450
1000 1254955
734,1264092
800 1000000
600 484,9501533 Traffic(TB)
690824 639209
400 225,4872633 65,59009802 41,22523089 500000 User Number
200 119,2865597
67,03548352 55,46613824 5,061175493 0,018644786
10,51179604
14,86312159 6,595877685
0 2159 0
80
Traffic History Trend by Top 5 Protocol category (TB)
70
60
File_Access
50
P2P
40
Social_Networking
30
20 Streaming
10 Web_Browsing
0
01/04/2…
02/04/2…
03/04/2…
04/04/2…
05/04/2…
06/04/2…
07/04/2…
08/04/2…
09/04/2…
10/04/2…
11/04/2…
12/04/2…
13/04/2…
14/04/2…
15/04/2…
16/04/2…
17/04/2…
18/04/2…
19/04/2…
20/04/2…
21/04/2…
22/04/2…
23/04/2…
24/04/2…
25/04/2…
26/04/2…
27/04/2…
Strictement Confidentiel – Groupe Tunisie Télécom Operator « the first »
Protocol category Traffic Distribution By Device type Operator
« the
first »
DataCard Traffic Distribution by Protocol Category
1200 60,0%
55,5%
1000 50,0%
800 40,0%
600 30,0% Total Traffic(TBytes)
970,01 18,1%
400 221,4476 20,0% distribution
200 12,7% 83,90851 36,36951 10,0%
317,4328 4,8%
0 2,1% 0,0%
Streaming Social_Networking Web_Browsing P2P Software_Update
Smartphone Traffic Distribution by Protocol Category

400 40,0%
34,2%
300 30,0%
26,1%
200 20,0% Total Traffic(TBytes)
340,1459 17,4% 14,9%
100 2,3% 10,0% distribution
259,9163 173,255 147,9862
0 23,29605 0,0%
Streaming Social_Networking File_Access Web_Browsing VoIP
Tablet Traffic Distribution by Protocol Category

30 26,05769531 50,0%
44,5%
40,0%
20 30,0%
11,11711914 Total Traffic(TBytes)
9,336243164 7,467970703 20,0%
10 19,0%
12,8% 2,2% Distribution
16,0% 10,0%
1,260431641
0 0,0%
Streaming Social_Networking Web_Browsing File_Access VoIP

Operator
« the
first »
Device Distribution

Device traffic Distribution by device type and brand Operator
« the
city first »
Traffic Distribution by device Device Penetration Rate (%)
Type Datacard
FeaturePhone
13,4% 0,1% Smartphone
4,6% 24,7%
SmartPhone Datacard
1,7%
1,5%
50,6% Tablet 57,9% Tablet
28,7% 2,5% 11,7% Wifi Router
Unknown
1,8% Wireless Module
Wifi Router
FeaturePhone
0,8%
Total traffic by Top 10 Brand HUAWEI User Number by Top 10 Brand

SAMSUNG
name SAMSUN name
G 37781 HUAWEI
EVERTEK 25261
31649 27064
1,4%
1,5% 0,9%
0,6% 0,5%
2,1%
2,5% 54377 NOKIA
ZTE 65205
3,3% EVERTEK
14,8% APPLE
95137 492354 APPLE
LENOVO
FORTUNESH
72,5% NOKIA IP
293914 LENOVO
ALCATEL
TINNO
SONY 324959
ALCATEL

Operator
« the
first »
KQI Overview

Operator
KQI Overview « the
first »
KQI Name All Tunisia 2G City 2G City 3G//All Tunisia 3G
E2E call connection delay (ms) 12000 10000 7412
Voice Perceived call success Rate 88% 95% 95,76%
Perceived Call Drop Rate 3% 2% 0,6%
Page Response Success Rate 90% 95% 81,75%

Page Browsing Success Rate 90% 95% 66,27%
Web Page Download Throughput
368,21
(Kbps) 64 128
Page Response Delay (ms) 10000 5000 1858
Page Browsing Delay (ms) 40000 29000 10201
Start Success Rate 80% 95% 85,62%

Start Delay (ms) 7100 3050 19434
Streaming Stalled Time Rate 10% 5% 1,4%
Plays Disconnected Rate 10% 5% 15,05%
Stall frequency (times/min) 5 times/minute 2 times/minute 0,05
Email login Success Rate 85% 90% 65,51

Email Login Delay (ms) 5000 2000 2295
Email Send Success Rate 85% 90% 20,06%
Email Email Send Throughput(Kbps) 64 128 29,58
Email Download Success Rate 85% 90% 91,23%
Email Download
355,94
Throughput(Kbps) 64 128

Contents
4. CEM Dashboard
5. CEM use case
Page57
Operator
« the
first »
Use case
Outputs
3G to 4G Migration Use Case Outputs

Operator
« the
first »
1. Migrate users to 3G/4G network

2. Use Case Methodology
Agenda
3. User behavior overview
4. 3G to 4G Migration Use Case
Outputs

Operator
Migrate Users to 3G/4G networks « the
first »
ARP
U
1. User Satisfaction 2. Network Monetization 3. ARPU Increase
1. Identify 3G 2. Ensure Network 3. Make special offers

potential users Readiness & packages

Operator
Use Case Methodology « the
first »
Data
Platform Output Use Case
Collection
User
Service user migration to

3G/4G and
PS Probes SEQ
Network
Locatio
readiness
n
Termin
al

Operator
Top 20 4G Potential User - Risk of Fraud « the
first »
Top 20 4G Potential user
MSISDN Traffic_GB
9347**** 203,126976 - Top 20 4G Potentiel user are
4179**** 186,781395
9283**** 173,15558 consider as Extreme User
9785**** 146,756197 - The average PS traffic is
9676**** 144,743116
9767**** 136,377714 about 130,49 GB
9114**** 133,960747 - « the first » has to check the
9601**** 130,849128
9347**** 130,009699 ARPU for these users in
9143**** 122,407712 order to assure if there is
9155**** 117,364768
9761**** 115,318244
any Fraud.
9313**** 114,638612
4249**** 114,632451
9921**** 112,297809
4196**** 108,62697
9139**** 107,053192
9592**** 105,59365
9115**** 105,1507
9585**** 101,097078
Terminal Analysis Operator
4G Potential User Distribution by terminal Brand & Traffic Distribution by Terminal brand « the
first »
User number Distribution by terminal Traffic Distribution by Terminal Brand

Brand
SAMSUNG
1,2% SAMSUNG 1,3% EVERTEK
13,0% HUAWEI 1,9% 13,2%
2,3% HUAWEI
EVERTEK 2,3%
2,3% ZTE
ZTE 2,5%
2,6% 38,2% 37,9% APPLE
APPLE 4,3%
4,1% LENOVO LENOVO
SONY SONY
ALCATEL 4,9% 10,0% ALCATEL
5,1% 8,5% NOKIA NOKIA
10,7% 11,0%
10,9% 11,8% HTC
HTC
others
Others

4G Potential User Distribution by terminal type « the
first »
User Distribution by terminal type
1% 0% 3%
8% Smartphone
Datacard
9%
Tablet
Featurephone
WIFI Router
others
79%
- In our use case , we had monitor only 3G user who use smartphone or tablet
and we have identify 4G Potential users by MSISDN.
- From the traffic analysis by terminal type, we confirm that 25,25% of 4G
Potential user identified use more than one terminal: User use the same USIM
in many terminal type.

4G Potential User Distribution by more one terminal « the
first »
User Distribution by more than one Terminal
1841
464
118 29 6 2 1
2 3 4 5 6 7 8
Terminal type Distribution for 2-Terminal User

0%
3% 2 smartphones
5% 7%
smartphone + datacard
smartphone+featurephone
48%
smartphone+tablet
37% smartphone+wifi router
smartphone+wirless module

One-Terminal 4G Potential User Distribution by terminal Type & Capability « the
first »
User Distribution by Terminal Type
Smartphone Tablet
10%
10% Of 4G Potential users use

Tablets.
90%
One-Terminal User Distribution by Terminal capability
1,2% 0,1%
2G/3G
21,9%
2G/3G/LTE 79,1% of 4G Potential user
2G haven’t 4G capable
76,8%
terminals.
3G

Location Analysis Operator
Top 20 Sites with hight PS traffic generated by Potential 4G clients « the
Site Name City first»
3G_Pont_Bizerte BIZERTE
3G_Protection_Civile BEN AROUS
3G_FAOUAR2 KEBILI - Radio Planning Team
3G_Takelsa NABEUL
has to consider this list
3G_Remtha TATAOUINE
3G_Sidi_Sahbi KAIROUAN to fix the priority of
3G_Mourouj1 BEN AROUS deployement LTE sites.
3G_SOUK_ESSEBT BIZERTE
3G_Hopital_Mami ARIANA
3G_Cite_Hached BEN AROUS
3G_Omar_Khayem SOUSSE
3G_Touza3 MONASTIR
3G_DEGACHE1 TOZEUR
3G_Ras_Jedir MEDENINE
3G_KEF_NAWAR BIZERTE
3G_Cite_Ghazala ARIANA
3G_Omrane_CTT TUNIS
3G_DAR_CORAN KAIROUAN
3G_Borj_cedria_plage NABEUL
3G_ZAAFRANE2 KEBILI
3G_CARRFOUR_JELMA SIDI BOUZID
3G_MEKNESSI_CTT1 SIDI BOUZID
Contents
4. CEM Dashboard
5. CEM use case
Page68
TT CEM Live demo
M1 : Network Performance Management
CS Network Performance
Monitoring
Analysis
Network KPI Analysis
monitoring
PS Network Performance
Analysis
M2: Service Quality Management
Service KQI monitoring

Monitoring
Analysis
Service KQI
Service Alarm browsing Demarcation
Service Alarm history

TT CEM Live demo
M3 : Customer Experience Management
VIP real time assurance
VVIP/VIP group Insight VVIP/VIP group Analysis
Monitoring
Customer Care Assistance

Quality Complaint Quality Complaint Handling (Tier 2)
Handling (Tier 1) Subscriber Throughput Analysis
Analysis
Data Traffic Query
PS Traffic Analysis
Device Analysis
Device Traffic
Device Penetration rate
Device Ranking

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Customer Experience Management

Strictement confidentiel @MB 2017

Service & User Centric Transformation

KQI/KPI real-time monitoring refresh interval 5 minutes

Equipment alarm report delay ≤ 1s

Service alarm report delay ≤ 10s

Storage PS xDRs ≤ 60 days

Monthly CEM Dashboard

Operator « the first »

1. Mobile Data Key figures

Operator « the first »

Mobile Data Key figures

Operator « the first »

Active Device Essentials

Operator « the first »

Service Traffic & Protocol Category

Operator « the first »

CS Traffic Trend (Erl)

Voice KQI Overview

Operator « the first »

Smartphone Traffic Distribution by Protocol Category

Tablet Traffic Distribution by Protocol Category

Operator « the first »

Operator « the first »

Total traffic by Top 10 Brand HUAWEI User Number by Top 10 Brand

Operator « the first »

Operator « the first »

Page Response Success Rate 90% 95% 81,75%

Start Success Rate 80% 95% 85,62%

Email login Success Rate 85% 90% 65,51

Operator « the first »

Operator « the first »

1. Migrate users to 3G/4G network

Operator « the first »

1. User Satisfaction 2. Network Monetization 3. ARPU Increase

1. Identify 3G 2. Ensure Network 3. Make special offers

Operator « the first »

Service user migration to

Operator « the first »

User number Distribution by terminal Traffic Distribution by Terminal Brand

Operator « the first »

Operator « the first »

Terminal type Distribution for 2-Terminal User

37% smartphone+wifi router

Operator « the first »

10% Of 4G Potential users use

One-Terminal User Distribution by Terminal capability

Operator « the first »

M2: Service Quality Management

Service KQI monitoring

Strictement Confidentiel – Groupe Tunisie Télécom

Customer Care Assistance

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