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; A. Mellouk; B. Augustin; Ismael Perez-Mateos

doi:10.1109/SaCoNeT.2013.6654553

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, A. Mellouk, B. Augustin, Ismael Perez-Mateos

VTT Technical Research Centre of Finland

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-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 language	English
Title of host publication	2013 International Conference on Smart Communications in Network Technologies (SaCoNeT)
Publisher	IEEE Institute of Electrical and Electronic Engineers
Number of pages	5
ISBN (Electronic)	978-1-4799-0694-9
DOIs	https://doi.org/10.1109/SaCoNeT.2013.6654553
Publication status	Published - 2013
MoE publication type	A4 Article in a conference publication
Event	International Conference on Smart Communications in Network Technologies, SaCoNeT 2013 - Paris, France Duration: 17 Jun 2013 → 19 Jun 2013

Conference

Conference	International Conference on Smart Communications in Network Technologies, SaCoNeT 2013
Abbreviated title	SaCoNeT 2013
Country/Territory	France
City	Paris
Period	17/06/13 → 19/06/13

Keywords

Quality of Experience
network management
customer experience
service quality management

Access to Document

10.1109/SaCoNeT.2013.6654553

Cite this

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

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title = "Ecosystem for customer experience assurance",

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.",

keywords = "Quality of Experience, network management, customer experience, service quality management",

author = "Antonio Cuadra and Mar Cutanda and Andreas Aurelius and Kjell Brunstr{\"o}m and {Lopez de Vergara}, Jorge and Mart{\'i}n Varela and Jukka-Pekka Laulajainen and Anderson Morais and Ana Cavalli and A. Mellouk and B. Augustin and Ismael Perez-Mateos",

note = "Project code: 72815 ; International Conference on Smart Communications in Network Technologies, SaCoNeT 2013, SaCoNeT 2013 ; Conference date: 17-06-2013 Through 19-06-2013",

year = "2013",

doi = "10.1109/SaCoNeT.2013.6654553",

language = "English",

booktitle = "2013 International Conference on Smart Communications in Network Technologies (SaCoNeT)",

publisher = "IEEE Institute of Electrical and Electronic Engineers",

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Cuadra, A, Cutanda, M, Aurelius, A, Brunström, K, Lopez de Vergara, J, Varela, M, Laulajainen, J-P, Morais, A, Cavalli, A, Mellouk, A, Augustin, B & Perez-Mateos, I 2013, Ecosystem for customer experience assurance. in 2013 International Conference on Smart Communications in Network Technologies (SaCoNeT). IEEE Institute of Electrical and Electronic Engineers, International Conference on Smart Communications in Network Technologies, SaCoNeT 2013, Paris, France, 17/06/13. https://doi.org/10.1109/SaCoNeT.2013.6654553

Ecosystem for customer experience assurance. / Cuadra, Antonio; Cutanda, Mar; Aurelius, Andreas et al.
2013 International Conference on Smart Communications in Network Technologies (SaCoNeT). IEEE Institute of Electrical and Electronic Engineers, 2013.

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review

TY - GEN

T1 - Ecosystem for customer experience assurance

AU - Cuadra, Antonio

AU - Cutanda, Mar

AU - Aurelius, Andreas

AU - Brunström, Kjell

AU - Lopez de Vergara, Jorge

AU - Varela, Martín

AU - Laulajainen, Jukka-Pekka

AU - Morais, Anderson

AU - Cavalli, Ana

AU - Mellouk, A.

AU - Augustin, B.

AU - Perez-Mateos, Ismael

N1 - Project code: 72815

PY - 2013

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N2 - 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.

AB - 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.

KW - Quality of Experience

KW - network management

KW - customer experience

KW - service quality management

U2 - 10.1109/SaCoNeT.2013.6654553

DO - 10.1109/SaCoNeT.2013.6654553

M3 - Conference article in proceedings

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PB - IEEE Institute of Electrical and Electronic Engineers

T2 - International Conference on Smart Communications in Network Technologies, SaCoNeT 2013

Y2 - 17 June 2013 through 19 June 2013

ER -

Ecosystem for customer experience assurance

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Keywords

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