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As telecommunications infrastructures become more complex and the marketplace more competitive, it is essential that service providers know what their customers are experiencing. In the past, the method for monitoring customer satisfaction was to measure aggregate network quality. Today, individual service quality is key. When calls are being dropped or blocked, it is not enough anymore to know the total number of affected calls. Customers require immediate answers: What is causing the problem? When will the service be repaired? For this reason, telecommunications providers have guided a shift in recent years from a network-centric focus to a more service-centric approach.

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Format:PDF
Date:Sep 2007
Pages:6

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