Now Available: Delivering a positive customer experience through service assurance

June 14, 2010 - PRLog -- A telco's service assurance team's primary task is to ensure that end users receive a predefined level of service. Traditionally this meant ensuring that the telco's network was functioning optimally. However, the increasing prominence of customer experience management as a means to combat churn and the complex nature of a telco's services are increasing the scope and complexity of service assurance. In this report we examine the growing pressures on the telco's service assurance function, and how it can respond to these challenges.

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-  http://www.fastmr.com/prod/67605_delivering_a_positive_customer_experience_through_service_assurance.aspx

Report Table of Contents:

Executive summary
In a nutshell
Ovum view
Recommendations for players
The business benefits of service assurance to telcos
Vendor products need to clearly demonstrate their benefits
Key messages
Service assurance is becoming a harder task for telcos
Enterprise customers remain the key focus of service assurance
Moving from assuring quality of service to quality of experience
Mobile operators extending service assurance to devices
Service assurance teams must do more with less resource and do it quicker than ever before
Service assurance can help to improve customer-facing business processes
Business/market drivers
Overview
External forces
Growth in the number of connected devices
Explosion in bandwidth, particularly for mobile operators
Internal forces
The move to IP-based services
Targeting a reduction in churn
A need to manage the customer experience
The push for service innovation
Drive to reduce costs
The service assurance function
The link between back and front office functions
Measuring and monitoring QoE
Business benefits of service assurance
Improving end-user service levels
Delivering on enterprise SLAs - the primary focus of service assurance
Extending service assurance to end-user devices
Reducing costs in the back office
Network management convergence
Service assurance teams must do more with less resource and do it quicker than ever before
Business process improvements
Vendor products claim improved functionality at lower cost
Prioritizing service assurance for high-value customers
Promoting better links between back and front office - intelligent customer care
Increasingly proactive
Valuable input into top-level telco strategy

List of Figures
Figure 1:  Ovum wireless backhaul traffic forecast: 2010-15
Figure 2:  Most important factors when using fixed Internet services: 4Q09
Figure 3:  Reasons for complaints on fixed Internet services: 4Q09
Figure 4:  Assuring the customer's experience - moving up the service layer

About Ovum

Ovum fully understands convergence across telecoms, IT services and software. They invest heavily in researching what is happening in a market that is dynamic and full of risk and reward, analysing the changes and identify the threats and opportunities ahead for their clients. Ovum's team has extensive experience in the sector and is dedicated to 'getting closer' - to the industries they advise on, to the people they work for, and ultimately to the real issues determining how ICT markets behave. Ovum maintains a fluid, highly collaborative structure that brings the right range of expertise to each situation.  View more research from Ovum at http://www.fastmr.com/catalog/publishers.aspx?pubid=1006

About Fast Market Research

Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available.

For more information about these or related research reports, please visit our website at http://www.fastmr.com or call us at 1.800.844.8156.