Managing customer experience through service quality monitoring

Anderson Morais (1, 2, 3) , Ana Rosa Cavalli (1, 2, 3) , Hai Anh Tran (4) , Abdelhamid Mellouk (4) , Brice Augustin (4) , Said Hoceini (4) , Antonio Cuadra-Sánchez (5) , Kjell Brunnström (6) , Andreas Aurelius (6)

1 LOR - Département Logiciels et Réseaux
2 SAMOVAR - Services répartis, Architectures, MOdélisation, Validation, Administration des Réseaux
3 CNRS - Centre National de la Recherche Scientifique
4 LISSI - Laboratoire Images, Signaux et Systèmes Intelligents
5 INDRA SISTEMAS S.A.
6 Acreo Swedish ICT AB

The evolution from traditional telecommunication networks towards NGN (Next Generation Networks) is enabling service providers to deploy a wide range of multimedia services such as Internet Protocol Television (IPTV), Video on Demand (VoD), and multiplayer games services, all on the same underlying IP network. However, managing the satisfaction level of customers has not been an easy task for network operators and service providers. In this paper, we analyze existing Quality of Experience (QoE) measurement approaches including Customer Experience Management (CEM) and Service Quality Management (SQM) schemes, which have been defined by Telecom Forums and standardizations bodies. A monitoring level inside Customer Experience Management System (CEMS) architecture is proposed in the context of IPNQSIS project to assess and quantify the user experience level, and accordingly adapt the network traffic.

Mots clés: Customer experience management; Service quality management; Quality of experience

Domaines: Réseaux et télécommunications [cs.NI]

Anderson Morais, Ana Rosa Cavalli, Hai Anh Tran, Abdelhamid Mellouk, Brice Augustin, et al.. Managing customer experience through service quality monitoring. Conference Future Network & Mobile Summit 2012, Jul 2012, Berlín, Germany. pp.1-9. ⟨hal-00771815⟩