Customer Experience Management Training

Values of Customer Experience Management Training by TONEX

Customer Experience Management, SLA, Quality of Service (QoS) and Quality of Experience (QoE) are terms often used loosely and sometimes even interchangeably.

Customer experience is defined as your customers’ conscious and subconscious perceptions with provided services during the customer life cycle based on their interactions.

Customer Experience Management includes all practices to plan, design and react to customer interactions. Customer Experience Management has the power to increase customer satisfaction, loyalty and advocacy of your services and brand when meeting or exceeding customer expectations.

Learn more about Customer Experience Management concepts, Service Level Agreements (SLAs), Grade of Service (GoS), Class of Service (CoS), Quality of Service (QoS) and Quality of Experience (QoE) including:

• Concept, Architecture, Parameters, and Performance
• QoS Issues for Next Generation Network
• QoE performance indicators
• QoE for subscriber-level monitoring
• QoS for equipment troubleshooting and root-cause analysis
• QoS and QoE working in parallel
• QoS/QoE and Creating comprehensive monitoring framework
• Cos and GoS
• Relationships between Customer Experience Management, SLA, QoS and QoE

Who Should Attend

Customer Experience Management training course has been designed for anyone who is interested to learn more about Customer Experience Management, QoS, QoE and those who plan, create, design and implement Service Agreements.

Course Agenda

Introduction

• Concepts Behind Customer Experience Management
• What is Customer Experience Management?
• Definition of a Service
• Overview of Traditional and Modern Telecommunications Services
• Basic Principals
• Quality of Service (QoS) vs. Quality of Experience (QoE)
• SLA (Service Level Agreements)
• Role of SLA (Service Level Agreements)
• SLA and relationship with QoS and QoE
• Parameters for QoS and QoE
• Building blocks and mechanisms for QoS
• GoS (Grade of Service)
• CoS (Class of Service)
• QoS measurement
• Quality assessment methodology
• Parameters for QoE
• QoE Building Blocks
• Differences and Similarities between QoE and QoS
• Customer Experience Management Solutions

NGN Reference Architecture

• Layered model for Service Performance
• Network components
• NGN reference architecture
• Overall architecture for NGN performance management
• Transport Stratum Functions
• Service Stratum Functions
• End User Functions
• Management Functions
• NGN QoS control mechanism
• Requirements for performance measurement
• Architecture for the management of performance measurement
• Overall Architecture for NGN Performance Management

QoS Building Blocks

• Control-plane mechanisms
• Admission control
• QoS routing
• Resource reservation
• Congestion avoidance
• Queuing and scheduling
• Packet marking
• Traffic classification
• Traffic policing
• Traffic shaping
• Management-plane mechanisms
• Service level agreement
• Traffic metering
• Traffic restoration
• Policy

QoS Building Blocks

• QoE as the critical factor in retaining customers
• QoE = f (application, QoS)
• Quality of Experience (QoE)
• Overall performance of a system from the point of view of the users.
• QoE is application-driven
• Measure both network and content impairments
• QoE is user-oriented
• Measure how end-user perceives service issues
• End-to-end quality measurement
• Cover different impairment sources
• Identify problem causes

QoS vs. QoE

• Performance measured at application level from user perspective
• Performance measured at transport level from network perspective
• Why Quality of Experience (QoE) more difficult, costly, lengthy to measure
• Example of QoS/QoE Perspectives
• Application (i.e. video, audio)
• Response (i.e. channel change delay, VOD delay, trick mode delay)
• Interaction (i.e. EPG, GUI, remote control device)
• Contents (i.e. popularity, value)
• Reliability (i.e. availability, consistency)
• Security (i.e. contents, privacy)
• QoS vs. QoE Metrics
• Quality of Experience (QoE):  more difficult, costly, lengthy to measure
• Mean Opinion Scores (MOS)
• Application (i.e. video, audio)
• Response (i.e. channel change delay, VOD delay, trick mode delay)
• Interaction (i.e. EPG, GUI, remote control device)
• Contents (i.e. popularity, value)
• Reliability (i.e. availability, consistency)
• Security (i.e. contents, privacy)
• Quality of Service (QoS): (easier, less costly, quicker to measure)
• Bandwidth (i.e. Mbps, minimum guaranteed bandwidth)
• Circuit Type (i.e. CBR vs VBR; values adjustment)
• Latency (i.e. milliseconds)
• Jitter (i.e. milliseconds)
• Packet Loss (i.e. duration & frequency of error event = packet loss rate)
• MDI (Media Delivery Index)

Impact of QoS on QoE

• Information transport performance
• Packet loss
• Statistical of delay
• Delay variability (jitter)
• Bandwidth
• Encoding and Compression
• Customer Premises Issues
• Jitter Effect
• Packet Loss Effect
• Out-of-Order Effect
• Qualitative (subjective)
• True measure of app/service quality
• Measured end-to-end Layer  (user perception)
• Service Satisfaction
• Assessing how well a service satisfies user expectations
• A rating of service performance from the user perspective
• Describes users’ satisfaction of all imperfections affecting the service
• Perceptual service quality
• Functional service quality

Concepts behind GoS and CoS

• Grade of Service (GoS)
• Class of Service (CoS)
• Network availability
• Network Reliability
• Blocking probability
• Set-up delay
• Classification of services
• The objective of service differentiation
• Assigning priorities

Service Level Agreements (SLAs)

• What is an Service Level Agreement (SLAs)
• Service Level Agreement (SLA) as a contract
• Establishing Service Level Agreements
• Service Level Agreements: Role and Key Features
• Key elements in establishing an SLA
• The SLA document vs. the SLA process
• How to evaluate this agreement
• The Service Elements of an SLA
• The Management Elements of an SLA

Generic Structure of SLAs

• Key features of common part of SLAs
• Determination of QoS parameters from SLAs
• Determination of QoS parameters
• SLA in multi-provider environment
• Parameters for QoS
• Inter-relationship of QoS parameters
• Provision of services
• Service alteration
• Technical upgrade of services
• Documentation of services (operational instructions)
• Technical support provided by service provider
• Commercial support provided by service provider
• Complaint management
• Repair services
• Charging and billing
• Refunds
• Network/Service management by customer
• Cessation of service

SLA Performance Metrics

• Planning, mapping and documenting Service Levels
• Achievable objectives and developing the corresponding SLA’s
• Managing Service Level Agreements
• Maintaining Service Level Agreements
• Maximizing and Measuring SLA performance
• The four viewpoints of QoS in SLAs
• Determination of QoS parameters
• SLAs in multi-provider environments
• Inter-relationship of QoS parameters
• Architectural views of QoS building blocks
• Customer perceived QoS

QoS and QoE Measurement

• Customer perceived QoS
• QoS measurement objectives
• Enhancement of QoS
• QoS measurement methodologies
• QoS measurement protocols
• Customer perceived QoE
• QoE measurement objectives
• Enhancement of QoE
• QoE measurement methodologies
• QoE measurement protocols
• Basic network model for measurement
• Access network portion
• QoS/QoE in IP/MPLS based platform and NGN
• IP service performance model
• Layered model for IP service performance
• IP packet transfer performance parameters

Case Study 1: QoS/QoE in IP/MPLS-based platform and NGN

• Technical Aspects of Quality of Service (QoS) and Quality of Experience (QoE)
• Concept, Architecture, Parameters, and Performance
• Network Performance (NP) and Quality of Service (QoS)
• QoS Issues for Next Generation Network
• Quality of Experience Requirements and Mechanisms
• Creating Quality of Service (QoS) and Quality of Experience (QoE)
• Zapping Delay (it is a QoE but can be analyzed  from the network’s point of view)
• Mapping QoE to the network issues

Case Study 2: QoS and QoE in the Next Generation Wireline and Wireless Networks

• New Communication Architecture
• Multimedia applications
• GoS (Classes of Service) classify the services in different classes
• Video Subjective measures
• Applying analytics to specific stages in the customer life cycle
• Delivering the right message to the right place at the right time
• IPTV Network and Service Quality Metrics
• Packet loss ratio (PLR)
• Packet latency
• Packet jitter (Equals the deviation from the long-term bit rate)
• Errored packets (may be considered lost)
• Out-of-order packets
• Bit error rate (BER)
• Loss of frame
• Loss of signal
• Percent error-free seconds (EFS)
• Other KPIs
• Broadcast and Video-on-Demand Number of Video Freeze Events
• Broadcast and Video-on-Demand Number of Skip Events
• Join and Leave Latency
• Interchannel Latency
• Play Response Delay
• Fast Forward, Pause, and Rewind Response Delay
• Broadcast and Video-on-Demand Service Quality Index

Workshops and Exercises

SLA, QoS and QoE Development Checklist

• Assess current services
• Customer feedback
• Develop a draft SLA
• Solicit feedback from reviewers
• Implement and manage the agreement

Assessing Video Quality in IP Networks

• Video Quality and subjective testing
• Subjective video quality assessment methods for multimedia applications
• Subjective audiovisual quality assessment methods for multimedia applications
• Video Media Quality
• Perceived quality of IPTV is sensitive to network impairments
• Network Impairments can cause video/audio quality problems
• Packet loss, latency, jitter, bit errors and out-of-sequence packets
• Video Impairments like blocking, blurring, edge distortion, judder, visual noise…
• Audio Quality and media synchronization (lip-sync)
• Interactive test methods for audiovisual communications
• Service Quality in IPTV
• Picture Quality
• Zap Time
• Control Command Response Time
• STB startup time
• Audio-to-Video Synchronization Delay
• Authentication Errors
• PSNR (Peak Signal-to-Noise Ratio)
• Objectives vs. SUbjective
• Mean Opinion Score (MOS)
• VQEG (MPQM)
• V-factor
• Media Delivery Index (MDI)
• Service Affecting Issues
• Packet Loss
• Jitter
• DF (Delay Factor)
• Channel Change Times (Zapping)
• Integration Issues
• QoS Metrics
• QoE Metrics
• Components of Media Delivery Index (MDI)
• Delay Factor (DF)
• Media Loss Rate (MLR)
• Video & audio (media) quality
• Jitter Out-of-order Packet loss
• MLR indicates video quality problems