Thanks to Equal ONE a leading mobile operator in France detects any under performing devices or OS release issues quickly within its network...

Key results

• Benchmark of services before and after upgrade
• Provide Real Customer Experience monitoring
• Ensure Quality of Service
• SLA management applications for ensuring QoS for VIPs and enterprise accounts
• Guarantee customer satisfaction from mobile broadband services
• Marketing analysis of subscriber device and service trends
• Reduce customer churn
• Market standard reporting-tool with customizable reports and industry-standard (ITU & ETSI) KPIs

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OVERVIEW

• Is Quality of Service consistent among smartphones?
• How to ensure the performance of data services and customer satisfaction: web surf, emails and video streaming?
• How are ranked your competitors QoS/QoE on data services?

BACKGROUND

Mobile Data and VAS services are growing at en exponential rate and represent a significant opportunity to generate new revenues streams for telecom operators. It also creates a number of challenges to provide adequate service quality to subscribers.

Pre-tested services may appear to work correctly yet, but they fail on the subscriber device, or the subscriber perception of the services is poor.

In addition, resolving stalling / buffering issues for video downloads is a prime example of smartphone content usage where an operator can significantly improve the user experience. The challenge is to gain statistics on individual download times, session duration and volume in Kbytes directly from a smartphone. An operator who has knowledge of the real bandwidth requirements of his third party services will be in a better position to control its content offers and to compete on quality of services.

Nevertheless, by asserting control over mobile data and checking results against the performance on competitor networks, Mobile Operators can significantly raise satisfaction and loyalty levels for mobile broadband services.

CHALLENGES

A Mobile Operator in France knew that there was a shift from measuring just quality of service, to also understanding customer experience on mobile data services, such as web browsing, email and video streaming.

The operator wants to measure and manage QoS and QoE to effectively manage networks and customer experience from a end-user devices. Getting Quality indicators (KQIs) for QoS & QoE including video streaming will give a competitive advantage.

Those collected data will give new analysis capabilities to technical and marketing department to help them turn data into intelligence, by launching new offers and improving network performance and optimisation.

In addition the operator aims to deployed a solution on supported subscriber devices from competing network operators nationally to get relevant benchmark of data services.

Both technical and marketing department agreed to selected EQual ONE software suite to analyse from a consumer device viewpoint the data services.

SOLUTION

V3D has offered to deploy EQual ONE software suite on many commercial handsets of engineers, marketing and sales people in retail shops.

EQual ONE Device Quality Agent (DQA) has been provisioned within less than 24 hours through OTA to the selected smartphones: iPhone, Android and Nokia. EQual ONE application was running on smartphones either in background and in foreground to perform http/ftp and URL web browsing performance tests. Relevant KPI/KQI of data session were instantly sent to the EQual ONE carrier-grade platform through the HTTP gateway.

Data services such as Web browsing performance and video Streaming quality can be analysed from a consumer viewpoint in real time, within a powerful and user-friendly dashboard tool available with EQual ONE software suite.

RESULTS

After 40 days, with more than 750 000 data services performance samples either from web browsing or video streaming, from more than 500 selected devices, the mobile operator have reports per-device, OS, manufacturer, data services, which allow mobile operators to easily:

1. Understand QoE before and after deployment,
2. Detect any under performing devices or OS release issue quickly within its network,
3. Get competition insights on data services before launching their video content offer,
4. Reduce time to market for launching an aggressive commercial offer where quality of service really matters for corporate subscribers.

In addition, knowledge of service performance can also be deployed to manage SLA with third party service providers or golden customers, with benchmarking of each service in the form of a quality dashboard, because True Customer Experience matters now!