SLA/Service Quality Management (SQM) Solution

In a highly competitive marketplace, it’s critical for Communications Service Providers (CSPs) to roll out innovative new services quickly and with consistently high quality. As services grow larger and more complex, it is becoming more difficult and time consuming to identify root causes of service incidents and to fulfill Service Level Agreements (SLAs). A complete SLA/SQM solution, therefore, can be a deciding factor in assuring customer satisfaction.

Business Challenge

Managing customer satisfaction requires transparency throughout the services value chain. CSPs must be able to monitor customer experience and service quality according to defined and measured Key Quality and Key Performance Indicators (KQIs/KPIs) during the entire services lifecycle. They need the ability to:

• Understand SLA terms and conditions and their relationships with KQIs/KPIs
• Monitor, measure, and communicate Quality of Experience (QoE) and Quality of Service (QoS) using a customer-centric approach
• Rapidly introduce SQM for new converged services across different IP technologies (VoIP, IPTV, IP-VPN)
• Aggregate and correlate customer, product, service, and SLA information produced in a multi-vendor environment
• Identify and resolve service quality problems in real time before they impact customers

NetCracker Solution

NetCracker’s SLA/SQM Solution is totally automated with a modular and pre-integrated framework that meets the challenges outlined above for any type of CSP (wireline, wireless, converged). It provides full visibility into service levels and compliance with QoE levels across the entire network and IT infrastructure. Our solution comprises:

• A library of service models and components and KPI/KQI formulas that reflect the underlying technologies
• Real-time monitoring of service levels, QoS, and QoE
• Comprehensive reporting to provide end-to-end views of problems through Customer, Service, and Network Layers
• Adapters to support the integration of third-party applications

TOMS Components

Business Process Re-Engineering, Customer Information Management, Problem Management, Customer SLA/QoS Management, Service Quality Management, Service Problem Management, Fault Management, and Performance Management

Benefits

Netcracker’s solution delivers metrics for both business and IT audiences to ensure that all SLAs are met and managed. Employing NetCracker’s SLA/SQM Solution with our Customer Experience Management Solution enables CSPs to:

• Deliver a consistent, positive service experience
• Increase customer loyalty, reduce churn, and improve APRU
• Improve operational efficiency by automating service level reports and alerts
• Provide competitive advantages by supporting rapid and reliable new service launches
• Prevent service breaches and business impacts with in-depth, root cause analyses
• Increase service quality through pre-integrated models, templates, and processes

Contact us to get more information