In order to survive and thrive, operators today must focus on ensuring and measuring the quality of services delivered to their customers.
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Chairperson: Darlaine Scott McCoy, TM Forum
In order to survive and thrive, operators today must focus on ensuring and measuring the quality of services delivered to their customers. Currently there is a trend in the market to exchange systems in the performance management area, and the idea of what is needed for this class of systems is very vital.
The dependency of the Service Quality Management unit on other departments is often perceived as extra work with no intrinsic benefit for the network maintenance and customer care departments. Additionally, requirements on data availability and performance indicator mappings generated by the SQM unit as well as required statistics from the customer perspective are often difficult to obtain.
Is the additional work for building these systems worth the extra expense? With many operators currently exchanging their performance management systems, an opportunity is created to address additional requirements and introduce a new class of analysis in the operator environment.
Join us to:
- Learn how to solve the problem of upgrading a performance solution or exchanging the end of live application
- Find out what is required to allow for introducing the additional measurement and analysis capabilities for a Service Quality Management unit
- Hear an overview of the prerequisites for Service Quality class systems
- Get answers to how this can all help operators measure the customer experience