Knowledge box

Service Quality Management

Astellia empowers Service Operation Centers (SOC) with a Service Quality Management (SQM) application to help them manage service quality proactively.

Moving from NOC to SOC

Service Quality Management, driven by a Service Operation Center, is becoming mainstream within the telecom industry. You want to break your silo-based organization to better serve your customers and drive your digital transformation.

 

NOC to SOC

 

Astellia supports you to move towards a customer and service-centric organization by:

  • Creating a pivotal Service Operational Center
  • Reinventing the process and organization based on models such as eTom defined by the TM Forum
  • Creating business and CEM use cases and service quality dashboards
  • Defining new quality indicators and SLAs

Benefits

  • Improved visibility & quality of E2E services
  • Faster identification of service failures & degradations
  • Increased customer satisfaction

Monitor E2E service quality

Monitor E2E service quality indicators from a user perspective including applications such as Facebook, YouTube, Instagram, VoLTE, VoIP, VoWifi, legacy voice as well as special operator services such as USSD.

Identify any quality degradations and prioritize service restauration based on the number of impacted subscribers.

Nova Analytics Astellia Service quality per area - Quality score per service - Service quality trend

Perform fast diagnosis with issue demarcation

Provide service issue demarcation (RAN, Core, Device, User, Transport) and escalate trouble tickets to the right teams for further investigation and resolution.

Nova Analytics Astellia Issue origin: Access – Core – User – Device – Transport
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