The telecom industry generally accepts that the service operations center (SOC) is the key to solving these problems.

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2 P a g e 1 With the increasing application of advanced networks and information technologies and popularization of digital services, end users expect more services, which brings the following challenges to telecom operators: How do operators measure and improve user experience? How do operators more efficiently resolve issues? How do operators identify whether a fault is caused by a third party product? How do operators forecast traffic trends? How do operators support marketing campaigns? The telecom industry generally accepts that the service operations center (SOC) is the key to solving these problems. China Mobile SOC Informa surveyed CTOs from 57 telecom operators, in which 47% of the operators stated that they have built SOCs. What are the running conditions of these SOCs? A large number of these SOCs have established investigations and analysis software to collect and analyze data. However, these SOCs do not further investigate problems and instruct telecom operators how to rectify faults. Therefore, these problems cannot be solved. An SOC is deployed based on criteria, people, process, and platform (CPPP) to connect users and networks (two core assets of an operator).

3 P a g e 2 Operators build SOC basic capabilities such as the function, process and system of service operations. They introduce functions for enhancing customer service capabilities to transfer operation and maintenance forward. They support peripheral departments (such as planning and marketing departments) by analyzing data; they implement in-depth integration of systems and precise analysis of data, providing data analysis required for operator executives' strategic decision making. SOC models based on Per Service Per User (PSPU) to accurately measure user experience. In the era of traditional voice services, network KPIs can only reflect user experience approximately. Telecom operators now find that they receive many complaints from users even though network KPIs show that the network quality is excellent, which indicates that the network KPIs cannot reflect actual user experiences. Statistically, cells providing poor user experience and those with poor network PKIs have only an approximate 20% overlapping ratio. All activities of operators should be measured by user experience and service quality. However, it is difficult to measure subjective user experience. To resolve this issue, TM Forum and Huawei have launched a customer experience management (CEM) counter guide and are defining telecom industry standard for the measurement of user experience. Telecom operators can associate PSPU data with subjective experiences, build a user experience model, and consider the weighted value, dependencies, and importance of each objective data record. After operators build models and apply them to all users based on PSPU data, they can better understand user experience of each user in a timely manner. Operation and maintenance is transferred forward to improve complaints handling efficiency. During traditional operations, customer service representatives obtain limited information, so that the efficiency for handling customer complaints is low. After implementing user-centric operations, customer service representatives can use an SOC to look up all information about users, increasing customer complaint handling efficiency and satisfaction and reducing cost.

4 P a g e 3 For example, if a user calls the hotline to complain that the data charges are high, a customer service representative can quickly export all traffic records of the user (including visited websites and application programs) and then explain to the user when and where data is used. One leading operator in Asia deployed Huawei SOC solution, and the operator's handling time for charging query was reduced by 60%, and transfer rate of trouble tickets reduced by 30%. SOC solves service problems in an end-to-end manner and quickly and accurately locates non-network issues (such as OTT service issues), helping the operator to build up a brand image. Compared with the traditional network operation center (NOC), SOC's core differentiated capability is to support service problem solving in an end-to-end manner. Based on the PSPU, telecom operators can monitor users' service quality, locate faults, and identify faulty NEs. After associating an NOC with an SOC, operators can quickly analyze service faults and the scope of service impacts and accurately locate problems. Therefore, the fault handling efficiency is improved. After problems are solved, the trouble ticket is returned to the SOC for problem verification and closing. An SOC can also detect faults caused by third party software. After such a fault is detected, telecom operators can take active measures so that complaints related to the fault will not be reported to the call center, reducing maintenance costs. For example, during routine maintenance performed by the SOC, an operator finds that a mainstream instant communication OTT server has become faulty. The operator can send alarm messages to a large number of users in advance. Therefore, these users will not complain when encountering login failures. In this example, the SOC saves customer service resources and costs. SOC helps operators to implement precise marketing based on service and user analysis. Operators can associate an SOC with an OSS, or BSS, and user location information to identify sales opportunities and help themselves implement precise marketing, increasing investment benefits. For example, operators can use big data analytics to dig out users who use LTE phones but subscribe to 3G services. Operators can provide upgrade services for these users. For users who subscribe to LTE services but do not use LTE phones, operators can recommend new phones to these users. In this way, telecom operators can promote sales and increase income as well as improve user experience, achieving a win-win for users and operators. Cooperating with Huawei, one operator in Indonesia succeeded in realizing a service upgrade for 7% of their users and selling 2 million new phones. Telecom operators implement user-centric operations by the SOC, convert their core assets from network assets to both network assets and user assets, and realize digital transformation.

5 P a g e 4 (Huawei will showcase its comprehensive technology capabilities and innovations at Mobile World Congress 2015 in Barcelona, Spain. For more information, please visit: Written by Liu Qi and Wei Wei About Huawei Huawei is a leading global information and communications technology (ICT) solutions provider with the vision to enrich life through communication. Driven by customer centric innovation and open partnerships, Huawei has established an end-to-end ICT solutions portfolio that gives customers competitive advantages in telecom and enterprise networks, devices and cloud computing. Huawei s 170,000 employees worldwide are committed to creating maximum value for telecom operators, enterprises and consumers. Our innovative ICT solutions, products and services have been deployed in over 170 countries and regions, serving more than one third of the world's population. Founded in 1987, Huawei is a private company fully owned by its employees. Follow us on Copyright Huawei Technologies Co., Ltd All rights reserved