Truly Managing Customer Experience

has Begun
Huawei SmartCare strategy & roadmap

HUAWEI TECHNOLOGIES CO., LTD.

HUAWEI TECHNOLOGIES CO., LTD.

HUAWEI Confidential
Huawei Confidential

2nd May 2012

Abu Dhabi

www.huawei.com

Contents
Industry Trends
Huawei view on Etisalats Challenges

Huawei SmartCare Overview

Huawei Roadmap

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Industry Trends

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Page 3

We are growing with complexity, KPI can not evaluate enduser experience any more.
End-User

Device

Service & Applications

Network

Consistent Satisfied Experience

Smartphone, Tablet, Computer, etc..

SMS, MMS, IM, Http, Email, Video Streaming, VoIP, M2M,

LBS , Apps across Networks

Fixed, Mobile and WiFi

Network Centric

User Experience Centric

2011, there is ~350,000 apps & in 2020 Apps may exceed billionsPS peak throughput will
increase from 1.1Gbps to 2Gbps per yearmobile data capacity prediction, 2010 to 2020 500X times
--Sourced by A Tier-1 Operator
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Huawei view on Etisalats Challenges

www.huawei.com

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Operators Challenges in Managing Customer Experience

2

How to realize effective troubleshooting

How to Care for VIP

Real-time monitoring of VIP user
/ groups experience;
Real-time monitoring of Service
Quality
Real-time alarm for each VIP
service impact

Target
Solution

Efficient troubleshooting;
Accurately demarcate faults
among different network layers
Roaming & international service
quality assurance

How to achieve a
comprehensive solution

How to deliver maturely

Powerful Delivery Platform to support
field maintenance, spare parts, probe
systems for MS?
Mature delivery experience to support
troubleshooting. Optimization of user
experience
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End to End approach

Support mobile & fix, CS & PS,
signaling & user planes
Support Multi-Vendor NEs;
Support LTE and IMS;
Page 6

VIP Customer Complaints

There was no
response when I tried
to visit a website and
my handset was stuck

It was too slow to

open a website by my
BlackBerry

VIP complained about slowness of website visit via BB, and the troubleshooting took weeks.

Etisalats Concerns

Cause Analysis

When did issue occur?

Lack of per-service quality monitoring

Where did it happen?

Lack of fast trouble-shooting, fault location &

Which type of handset?

handset type identification

Which website the users tried to connect?

Lack of visibility to website information

How about other services? e.g. voice call,

Lack of Per-user service quality evaluation for a

MMS?

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wide scope of services

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Page 7

iPhone-related Issues
What are the
performance
differences among
variant types of
handsets?

How am I able to
know that it is a
network issue or an
iPhone issue?

Etisalats Concerns

Cause Analysis

What is the performance history for every

Lack of statistics of each type of handset

type of handsets?

performance

What are the handset types on the network?

Lack of handset data & network penetration

What is performance the different types of

No visibility and statistics of terminal in the

iPhones on the Network?

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network

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Page 8

Very Annoyed Person (VAP) Complaints

What is performance
difference among
variant types of
handsets?

Network KPIs are good,

why there are always
complaining?

Etisalats Concerns

Cause Analysis

How to manage user churn?

Lack of per-user per-service visibility

How to satisfy the most demanding users?

Few network KPIs support true user experience

How to improve overall satisfaction for all

Lack of tools to manage demanding users

users, applying optimization via individual KPI?

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Huawei SmartCare Overview

www.huawei.com

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Huawei SmartCare Truly Manage Customer Experience

User-centric

End to end

Inter-locking

NPM

PSPU

Multi-vendor

Business
Excellence

CEM

SQM

Time
Money
Efficiency
Satisfaction

Networks

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Services

End-Users

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Page 11

The Differentiation between KQI and KPI (WEB For example)

KQI: To end
user

KPI: from
network

Page Response
Success Rate

1) MS DNS Query Success Rate

2) TCP Setup Success Rate

3) First GET Success Rate

Page Response
Delay

4) MS DNS Query Delay

5) TCP Setup Delay

6) Initial GET Response Delay

Call Flow

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Page 12

Huawei SmartCare Offerings

Discovery

CEM

NPM

Network Evaluation

Assurance

E.O.T.

VIP Care
VAP Rescue
Service Quality
Improvement

Service Quality Assurance/

Service Quality
Management E.O.(T.)

Network Performance
Improvement

Network Performance
Assurance

SEQ Analyst + NetProbe

VisualIP

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Professional
Service

Platforms

CN Nastar, MBB Nastar

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Platforms

SQM

Experience
Discovery
QoE
Service
Quality
Device

Improvement

Page 13

Relationships between Service and Platform

VVIP, VIP
Group, VAP,
Device

End-User &
Device

Service &
Application

Network

Voice, SMS

SEQ
Analyst
+
NetProbe

Monitoring
& Analysis

Monitoring
& Analysis

Demarcation &
DPI Analysis
E2E Network
Deep Troubleshooting &
Optimization

CN
Nastar

Core Network

M2

Web, WAP, MMS, Streaming, FTP,

Email, IM, Blackberry

MBB
Nastar

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Visual
IP

Wireless Network Bearer Network

SmartCare Solution is a real E2E service solution based on powerful platforms.

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Subjective /
Objective Survey

Page 14

Success Stories
Multi-Vendor Optimization
for Operator G in
Philippine

Service Quality
Service Quality

Assurance for 2011

Improvement for Operator

World Universiade

C in China

Games

Other
References

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Norway

Canada

Indonesia

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Turkey

Austria

Page 15

Insert video

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Page 16

SQM: Increase Visibility of Service

Browser

Website

Region

APN

Service Centric
(Web browsing, Voice, watching
video, Email, Instant messages)

Flexible
Report

Device/Client
Drill down to
relative KPI

Users
(VVIP/VIP Group)
Problem
Demarcation

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Service Quality
Monitoring/Evaluation
(KQI)

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Page 17

Real-Time Service Quality Monitoring- Clearly & Directly

shown on GIS Map
SQM

CEM

NPM

KQI
Dashboard
for each
service
Main
services
monitoring
Country->City->MSC/SGSN->BSC
5
minutes
KQIquality
alarm

SGSN

City
BSC

Directly and Clearly to monitor the service quality base on GIS map.
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Page 18

Service Quality Drill Down & Demarcation

SQM
KQI

CEM

NPM

HTTP request
time-out
Server
release

KPI
KQI drill down to KPI

Failure demarcation/Root Cause Analysis

Detail Records

1) Detail Records
Region

Device

2) Multi Dimension Analysis:

Region, Device, APN, Website,
Browser, Impacted Users

Browser

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User

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Page 19

CEM: Increase of Manageability of User/Device

FTP

Website

Location

History

User/Device Centric

Flexible
Report

(VVIP, VIP Group, Device)

Device/Client
Instant
Message

Email
Web browsing

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Watching Video
Streaming

Page 20

Actively Care for VVIP Customers- Quick Analysis of User

Experience in a Minute (1 of 2 )
SQM

CEM

NPM

Real time (1 minute) MONITORING VVIP experience with real time alarm

Which services (Web, WAP, MMS, Voice, Streaming)

Which KQI for each services
When the bad experience happened
Where the bad experience happened
What happened (detail records)
All VVIP Monitoring

Alarms for each VVIP

Cell Information for

each alarm

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Detail record for each

alarm

Page 21

Actively Care for VVIP Customers- Quick Analysis of User

Experience in a Minute (2 of 2)
SQM

CEM

NPM

Multi dimensions ANALYZE VVIP experience problem

Select user, service and time information

Multi dimensions analysis including device, location, failure cause, history
Select user, service
and time to query

Failure analysis

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Trend analysis

Page 22

Actively Care for VIP Group 1/2

SQM

CEM

NPM

5 minute MONITORING VIP Group consistent experience

Which services (Web, WAP, MMS, Voice, Streaming)

Which KQI for each services
When the bad experience happened
Where the bad experience happened
All VIP Group
Monitoring

Consistent experience
for each service KQI

Detail record for each

alarm

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Page 23

Actively Care for VIP Group 2/2

SQM

CEM

NPM

Multi dimensions ANALYZE VIP Group experience problem

Select user, service and time information
Multi dimensions analysis including device, location, failure cause, history

Select user group, service

and time to query

Failure cause analysis

Device analysis

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Location analysis

History trend analysis

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Page 24

VAP Analysis- Churn Management & Customer Retention (1 of 2)

SQM

CEM

NPM

Actively find the annoyed users before they complain

Multi-dimensional analysis of VAP problems
Set KQI threshold for each service
Select the time period, region, service then query
Analyze and find the VAC (cells)

Find VAP lists

VAC selection

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VAC in GIS map

Page 25

VAP Analysis- Churn Management & Customer Retention (2 of 2)

SQM

CEM

NPM

Actively find the annoyed users before they complain

VAP problems analysis

Multi dimensions analysis including device, location, failure cause, history

Select user, service and
time to query

Failure cause analysis

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History trend analysis

Page 26

Device (Smartphone) Analysis

Impact of
various
devices
on
network?

Solution:
Identify device brand by IMEI.
Device report with VIP and GIS.
Analyze the traffic, service, KPIs by phone type,
brand & OS.
Benefits:
Identify device effects on the network
Proposal to eliminate risks or raise device
performance
Reference for tariff package design
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Page 27

Huawei Roadmap

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SmartCare Engagement with Etisalat

Finished ( Q1 2012)
Ongoing trial (by Q2 2012)
Next steps

Service
quality
Monitoring,
Demarcation
& Analysis

Trouble
shooting &
Optimization
(signaling,
call flow)

VVIP/VIP
Perception
Assurance

Overall
Satisfaction
Management

Optimization
& MKT
reference

Service
Quality
Management

VIP Care

VAP
Rescue

Device
Analysis

SQM

Roaming Analysis,
Complaint Handling More
SEQ Analyst + NetProbe

SEQ Analyst
+ NetProbe

SEQ Analyst +
NetProbe

CN/MBB Nastar
SEQ Analyst +
NetProbe

SEQ Analyst +
NetProbe

M2
Visual IP

CN Nastar
/MBB Nastar

CN Nastar
/MBB Nastar

Area to be further discussed

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Page 29

SmartCare Roadmaps SEQ Analyst

SEQ Analyst 2.0
SQM/CEM
CS/PS service quality analysis
VAP/VAC filtering
VVIP/VIP service quality analysis
Support KQI customization
NPM
PS Signaling analysis
Smartphone analysis
Platform
Probe: 10 Gbps MBB probe for
GU (Iu-PS, Gn/Gi)
Adoption -3rd party probe
Adoption to PM:M2000 (RAN)

SEQ Analyst 2.1

SQM/CEM
CEM enhancement
SLA management (Internal,
External, 3rd Party)
SQM/CEM for roaming
Complaint handling assistant
Voice quality analysis(bearer
layer)
NPM
Support IMS, LTE
OTT VoIP/IM trend and usage
analysis
Platform
Probe: LTE/EPC, IMS

Ready for Trial

Planned
Planning

SEQ Analyst 3.0

SQM/CEM
SQM for VoLTE
SQM for IMS / RCS-e

NPM
M2M service analysis
Platform
Probe: 40 Gbps

Roadmap items to be further

discussed

2012Q1
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2012Q3
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2013Q1
Page 30

Thank you
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Copyright2011 Huawei Technologies Co., Ltd. All Rights Reserved.
The information in this document may contain predictive statements including, without limitation, statements regarding the future financial
and operating results, future product portfolio, new technology, etc. There are a number of factors that could cause actual results and
developments to differ materially from those expressed or implied in the predictive statements. Therefore, such informCopyright2011 Huawei
Technologies Co., Ltd. All Rights Reserved.
action is provided for reference purpose only and constitutes neither an offer nor an acceptance. Huawei may change the information at any
time without notice.