Ecosystem for customer experience assurance

Antonio Cuadra, Mar Cutanda, Andreas Aurelius, Kjell Brunström, Jorge Lopez de Vergara, Martín Varela, Jukka-Pekka Laulajainen, Anderson Morais, Ana Cavalli, Ismael Perez-Mateos

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

2 Citations (Scopus)

Abstract

Nowadays service providers focus all their effort on customers' satisfaction although determining the Quality of Experience (QoE) is not a trivial task. In addition, the evolution from traditional networks towards Next Generation Networks (NGN) is enabling service providers to deploy a wide range of multimedia services such as Internet Television (IPTV), Video on Demand (VoD), and multiplayer games services, all on the same underlying IP network. However, managing the satisfaction level of customers to provide a good user experience is not being an easy task due to the complexity of orchestrating network and customer data sources. This document proposes an ecosystem that allows managing customer experience in order to guarantee the quality levels delivered to end users, which is being implemented into the Celtic IPNQSIS project. The QoE ecosystem lies on a customer experience architecture formed by Data acquisition level, Monitoring level and Control Level. The work proposed in this paper will settle the basis of next generation Customer Experience Management systems.
Original languageEnglish
Title of host publicationProceedings
Subtitle of host publicationInternational Conference on Smart Communications in Network Technologies, SaCoNeT 2013
PublisherIEEE Institute of Electrical and Electronic Engineers
Number of pages5
ISBN (Electronic)978-1-4799-0694-9
DOIs
Publication statusPublished - 2013
MoE publication typeNot Eligible
EventInternational Conference on Smart Communications in Network Technologies, SaCoNeT 2013 - Paris, France
Duration: 17 Jun 201319 Jun 2013

Conference

ConferenceInternational Conference on Smart Communications in Network Technologies, SaCoNeT 2013
Abbreviated titleSaCoNeT 2013
CountryFrance
CityParis
Period17/06/1319/06/13

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Keywords

  • Quality of Experience
  • network management
  • customer experience
  • service quality management

Cite this

Cuadra, A., Cutanda, M., Aurelius, A., Brunström, K., Vergara, J. L. D., Varela, M., Laulajainen, J-P., Morais, A., Cavalli, A., & Perez-Mateos, I. (2013). Ecosystem for customer experience assurance. In Proceedings: International Conference on Smart Communications in Network Technologies, SaCoNeT 2013 IEEE Institute of Electrical and Electronic Engineers . https://doi.org/10.1109/SaCoNeT.2013.6654553