quality of experience tag
10 result(s) displayed for quality of experience (1 - 10 of 10):
By Mae Kowalke
The customer service challenge for cellular providers is clear.
Numerous research firms have recently published studies estimating that smartphones currently make up half of all mobile phone purchases globally and that number is expected to reach 75 percent by 2013. This is context for what is a vexing industry challenge. It turns out that more than half of all customer service calls to mobile service operators now deal with the difficult technical problems that can come from smartphones, such as mobile internet, and 63 percent of returned phones are not actually faulty.
In fact, a recent Yankee Group study notes that technical difficulties now represent a bigger percentage of call center volume than billing issues. They also represent a huge financial drain on operators. A single support call, for example, can cost a provider roughly a month’s worth of customer profit. This means finding ways to effectively address device configuration and service provisioning is more crucial than ever.
By Mae Kowalke
The battle for the best mobile device portfolio steals the headlines with its flashy array of smartphone offerings. However, increasingly it appears that the war will be won by the mobile broadband operator who provides the best customer experience as enabled by overall quality of experience (QoE) on their network.
“To thrive in today’s competitive mobile broadband market, service providers must deliver superior QoE and enrich the customer experience,” noted Greg Owens, director of marketing for customer experience at Alcatel-Lucent, in a recent Enriching Communications article, “Customer Insights Improve Business Performance, stated that, “With growing pressure to reduce churn and increase revenues, service providers need to have a better understanding of how customers use their services.”
By: Susan Campbell
Mobile service providers throughout the world are in an interesting competitive situation. The service provided is becoming a commodity by consumers. This means that true differentiation in this market going forward will be driven by customer experience transformations, such as those enabled by Alcatel-Lucent’s portfolio of Motive Customer Experience Solutions, as traditional approaches prove to be increasingly ineffective.
Market realities today are that consumers tend to avoid brand loyalty when considering services delivered and even price points when there is little differentiation. As a result, mobile service providers by competitive necessity must pay particular attention to establishing exceptional customer experiences if they hope to achieve business success. The focus must be on building trust with customers over time and increasing customer perceptions of the value of the customer experience, rather than leveraging services and products.
Alcatel-Lucent s recently shared its view on this in a piece entitled, “Customer Experience Transformation: The Mobile Customer Experience Imperative.” It highlights these market changes and what service providers need to be thinking about in order to be correctly positioned for success.
By Mae Kowalke
As traditional TV collides with the internet, unprecedented changes are taking place in the video industry. The biggest trend is what Alcatel-Lucent calls ‘main-streaming:’ video streaming as the new normal mass market model for how consumers get their video.
In short, consumers want video content anywhere, anytime, on any device. In an early 2011 report, Neilson said U.S. consumers spent 34.5 percent more time watching video on the internet, and 20 percent more time watching mobile video, than they did in early 2010. No doubt that number has grown since—and will continue to grow.
Online video is popular with consumers because it satisfies an appetite for flexible consumption. Plus, the success of online services like Hulu+ and Netflix indicate customers are willing to pay for that flexibility.
Content delivery industry players like Netflix and Hulu offer video using ad-funded or direct-subscription business models. These content providers pay traditional content delivery networks (CDNs) like Amazon and Limelight to publish video content online, because doing so theoretically helps ensure quality of service (QoS).
Trouble is, CDNs are making promises they can’t keep. The structure of their platforms—where caches are located at the edge of ISP networks—simply can’t provide guaranteed adequate QoS for end users. This presents a significant opportunity for network service providers.
By Erin Harrison
In this day in age, no matter what business you are in, the customer is king.
As we touched on last week (and commands further attention), European telecom operators are not cutting it when it comes to delivering a stellar – or even an adequate – customer experience. This weakened Quality of Experience (QoE) tendency is forcing tech-savvy consumers to side with the company that is most responsive to their communications needs and not necessarily the one that offers a specific kind of service.
Typically consumers base their requirements on the strength, speed and coverage of their network, the depth and breadth of their product and services portfolio and, least of all, price. But this is the case no longer.
A recent study conducted in EMEA by European Communications – the results of which appear in a recent special edition, “Customer Experience” – found overwhelmingly that telecom operators are losing their edge when it comes to QoE. Alarmingly, only17 percent of operators say they have a 360-degree view of their customers.
By Mae Kowalke
In my blog last week, I focused on some of the changes and challenges in digital media delivery that vendors likeVelocix (an Alcatel-Lucent company) are developing to help service providers maximize the quality of end user experiences while minimizing network traffic. In that piece I cited the first article in a two part series by Richard Gibbs, Vice President Worldwide Technical and Business Consulting at Velocix’s article in the Alcatel-Lucent e-zine TechZine, “A New Approach to Publishing and Caching Video.” It focused on the architecture and design considerations for a Content Delivery Network (CDN). This post picks up the story with the second Gibbs post, “Optimize Delivery to Meet Demand for “Video Everywhere,” which looks in detail at the delivery, management and control functions needed for efficient CDN operation.
By Mae Kowalke
For the hotly competitive world of mobile communications service providers, it’s no longer enough simply to provide fast, reliable connections for a variety of devices at competitive rates.
A recent article in the Alcatel-Lucent (ALU) e-zine Enriching Communications titled, “Taking Care of the Customer Experience,” co-authored by ALU’s Ben Geller, Senior Director of Marketing and Oliver Krahn, Customer Experience Transformation Growth Program Leader, on this subject is worth a read. They explain how, “Service providers are learning that they cannot differentiate with devices, services or pricing.” This is clearly a dramatic change from the past.
By Susan Campbell
Many mobile services available to consumers today are perceived as commodity services. The assumption is that every provider offers the same thing at the same level of quality. The result is that those willing to go the extra mile in terms of customer service are often those deemed worthy of customer business.
This perception is driving a new focus in this space as providers seek methods for:
- Improving monitoring
- Personalizing the experience
- Optimizing the network resources
- Enriching the customer experience to drive loyalty
As captured in this Alcatel-Lucent (ALU) TechZine article, Mobile Application Assurance, the main focus for any service provider should be on advanced deep packet inspection (DPI) for doing the above.
Bell Labs Helps Mobile Service Providers to Understand and Meet Video Calling Quality of Experience (QoE) Challenges
By Michelle Amodio
The explosive growth of smart mobile devices capable of making video calls is placing intense pressures on service providers to configure their networks to assure users have experiences that meet or exceed their expectations. However, providing a superior quality of experience (QoE) is a complex challenge.
As part of its support of mobile service providers around the world, Alcatel Lucent’s Bell Labs recently looked at the factors that influence QoE) to help service providers full understand all of the issues and what needs to be done to resolve them.
The questions the Bell Labs researchers explored were:
- What are the key factors that influence QoE for mobile video calls?
- Are residential broadband networks ready for them?
There was good news on both fronts. The challenges could be identified and categorized in terms of importance, and viable solutions can help operators meet consumer expectations in a timely and cost effective manner, as well as lay the foundation for new profitable services.
The main finding of the researchers was that service providers require not bigger (more bandwidth) networks but faster ones (in terms of response time). They validated that speed, combined with the proper provision of a consistent quality of service (QoS), are the critical determinants in mobile video calling QoE.