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Service quality

Improve 5G QoS with adaptive assurance. Differentiate with exceptional customer experience.

Differentiate 5G with high-quality services that exceed customer expectations

Service quality determines how customers experience your network. When service quality is proactively assured, customers are satisfied and Net Promotor Score (NPS) improves. Success with 5G depends on quality of experience (QoE) and SLAs for critical services.

Challenges

QoE drives churn

Network performance is the main driver of customer churn. Apps, video and cloud services dominate network usage. Degradations, which often go undetected, disrupt the customer experience (QoE) more than any other factor.

Your customers see a problem when their service or app is unresponsive or video starts to buffer. Control and visibility of quality of service is vital to identify customer issues early and prevent churn.

Change drivers

With 5G and network as-a-service (NaaS), visibility and control of service quality needs to be KPI-driven, immediate, automated and adaptive to orchestration. The strict latency demands of video, VR, AR and critical 5G services requires QoE issues to be immediately detected and fixed before customers (and devices!) even notice.

Customer experience of the mobile network has the biggest impact on a mobile operator brand. A ‘good’ experience is no longer good enough for 5G services.

Impact

  • Cost of customer churn

  • Missed 5G opportunity

  • Reactive operations

  • Inability to automate

The path forward

An open, flexible, fast way to monitor service quality KPIs for any service, customer or device. Big data lakes can’t cope with the increasing data volumes and speed of dynamic services. Adaptive service assurance provides the right data at the right time, in context. Integrated QoS and QoE visibility relates the infrastructure and service experience for faster troubleshooting and automation.

5G devices and users have diverse performance requirements that can only be met with customer-centric, insight-driven automation of 5G service assurance solutions.

Attributes

  • Real-time QoE

  • Customer-centric

  • Integrated QoE and QoS

  • AI driven

Benefits

Dynamic customer-centric QoE eliminates poor visibility and time gaps and increases customer satisfaction and retention. Confidently develop new 5G business revenues with performance SLAs. Adaptive service assurance helps operators to automate and proactively manage service quality and customer experience.

Dynamic customer-centric QoE eliminates poor visibility and time gaps and increases customer satisfaction and retention. Confidently develop new 5G business revenues with performance SLAs. Adaptive service assurance helps operators to automate and proactively manage service quality and customer experience.

Customer loyalty and NPS

Lower churn and improve NPS with a customer-centric approach to service assurance that monitors each customer, device and service.

Gain immediate QoE visibility and identify the hidden issues behind service degradations. Use the most efficient combination of monitoring, test, streaming analytics and AI for integrated visibility into each customer’s quality of experience.

Next steps

Exceed 5G customer expectations with Nova adaptive service assurance

Experience AI-driven QoE in 5 minutes Master OTT video QoE

Success stories

All success stories

WINDTRE借助Nova服务保障，以“高质量”的客户体验脱颖而出

WINDTRE期待EXFO的解决方案能提供端到端的洞察力来进行排障，从而实现差异化服务

Resources

All resources
Blog
How to deal with network service degradations (and keep CTOs happy) - English (August 19, 2020)
Blog
The big data paradox - English (July 27, 2021)
Webinar
How to Manage OTT Video QoE, Deliver Flawless Streaming Experiences and Capitalize on the Video Opportunity - English (May 16, 2023)
Expert insights
Why service assurance is a key enabler of 5G - English (May 18, 2023)