Managing And Optimizing Subscriber QoE with Geo-located Subscriber Intelligence

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Managing and optimizing subscriber QoE with geo-located subscriber intelligence

1. Managing And Optimizing Subscriber QoE with Geo-located Subscriber Intelligence

Reduce Subscriber Churn Through Network Experience Optimization (NEO)
Andrew Chow
Copyright © 2013 InfoVista S.A. All rights reserved.

2. User Experience Has Evolved

3. While RAN Network Complexity Increased

Managing generations of networks
Multi-Vendor,
MultiTechnology
Network
Complex RAN Network Layout
Increased cell density and complex
interaction between HetNet layers

4. Network based PM KPIs

Accessibility
Retainability
Mobility
Low QoS = Unhappy customers
Integrity

5. Managing Subscriber QoE

Accessibility
Retainability
Mobility
Integrity
Users with Poor Experience
• Good QoS does not always mean MNO is delivering great
customer experience (QoE)
• Traditional network KPIs is not enough. We need to know
more about the subscriber perceived quality

6. Reasons for Poor Quality of Experience

43%
of customer issues
require 2 or more
calls to resolve
Mobile consumers demand more
[Source: Alcatel Lucent]
Network Issues
(Coverage, Quality, etc)
Customer Service
(Slow or
unresponsive)
42%
User Equipment
(Settings, poor RF
performance devices, etc.)
CHURN Rate is due to poor
quality
23% poor Coverage,
19% poor Network Quality
Intentions of users of mobile services, by country1
[Source: Analysys Mason, 2011]
High Value Subscriber

8. Why Subscriber Perspective is Important

Understand Subscriber
Pain Points
Bridge The Gap Between
Service Perception And
Network Performance
Identify The Root
Cause Of Problems
Prioritize, Solve And
Optimize

10. VistaNEO 2.0 Architecture Overview

RNCs/eNodeB
VistaNEO 2.0 Architecture Overview
LIVE
NETWORK
OSS
Processing Agents
Collecting information
from mobile network
Parsing of data
Call Trace
Web Server
PM
delivery of web and
services to the clients
Database
Server
Application
Server
Vista Portal
Scheduling Database
Tasks
Reports Creation
main storage repository for the call trace
data and network configurations

11. VistaNEO Key Features

VistaNEO – Traces
Subscriber Insight
Network Insight
QoS Insight
• Subscriber Group Trend
• Worse Subscriber Group
• Subscriber Group Cell
• Subscriber Trend
• Subscriber Cell
• Worse Subscriber
• WCDMA / LTE Network
• Worse Cell / RNC
• Cell / RNC Trend
• Block/Drop Tending
• Block/Drop Analysis
Phone Model Insight
• Phone Model KPI
• Worse Phone Model
• Phone Model Trend
Network Optimization
Live GeoAnalysis
• Pollution Analysis
• Coverage Plot
• Missing Neighbour Analysis • User Positioning
• Overshooting Analysis
• Call Event Positioning
• RF Coverage Analysis
• Cell Relation Analysis

12. Use Cases

Location Intelligence
Subscriber Quality
Analytics
Use RAN location and
quality metrics to gain
access to unique
subscriber perceived
performance
indicators
Intelligence needed
to troubleshoot and
enhance subscriber’s
QoE
Subscriber Group
Quality Assurance
Ensure high value
customers are
provided the best
possible network
experience available
Network Quality
Assurance
Enhancing traditional
PM visibility with
subscriber aware
performance data
Proactive Subscriber
Issue Mitigation
Quickly detect and
troubleshoot
problems before it
impacts QoE

13. Location Intelligence

More time on locating problem
areas and understanding network
environment than solving issues
Visualize network and subscriber
behavior – Plot reports and events of
all or specific individual positioning
Location based subscriber analytics
- identify both deficiencies and
opportunities
Unable to understand what and
where the subscriber has
experienced issues – inability to
provide appropriate response
“Virtual” drive test to quickly assess
network quality perception and
manage subscriber complains

14. Enhanced Geolocation

Feature
• VistaNEO leverages Planet RF Fingerprinting algorithm in all coverage
plots and event positioning
• P3M Propagation Model, Antenna Model and Geodata will be used to
generate Geo-located data
• Geo-located data stored in Oracle Database
• VistaNEO R2.0 will have 50m binning
• All coverage plots and event positioning is viewable in Xeus Client
Benefits
• Accurately plot individual subscriber location and isolate their RAN
related problems to clearly understand the subscribers QoE

15. VistaNEO Data Dropped Call Plots

Geolocated Call Trace Events

16. Subscriber Quality Analytics

Increases optimization efficiency by quickly and seamlessly performing
root-cause analyses for identified problems
Only network KPIs measured based on RAN signaling/counters
Complex correlation methodology
required between heterogeneous
data for actionable insights
Full set of subscriber experience
metric analytics to guide with
troubleshooting/optimization
prioritization
Correlate information across
different nodes for a complete
optimization view of network
Smooth drill down analysis from
high level to detail troubleshooting.
Quickly provide right diagnostics

17. Subscriber Quality Analytics

18. Subscriber Group Quality Assurance

Not all customers are equal. Ensure high value customers are provided the best possible
network experience available
Managing high value corporate
customers and VIP is a costly affair
in terms of time and resources
No ability to segment quality
experience for different group of
users
Geolocated individual/group
subscriber quality data increase
efficiency and removes guesswork
Shift optimization strategies based
on subscriber perceived KPIs
instead of network/cell KPIs
Focus efforts on high value users

19. Subscriber Group Analysis

Feature
Benefits
• New Subscriber Group Analysis will be available in VistaPortal
• Subscriber Group KPI Analysis
• Subscriber Group-Cell KPI Analysis
• Focus efforts on high value users
• Users can create customizable Subscriber Group with the specific
IMSI for the group
• Geolocated individual/group subscriber quality data increase
efficiency and removes guesswork
• Shift optimization strategies based on subscriber perceived KPIs
instead of network/cell KPIs
• Capable of viewing cell KPIs that the Subscriber Group IMSI’s have
established their call
• Further drilldown from Subscriber Group to Subscriber
Summary/Trending and Call Records
Subscriber Group Summary
Subscriber Group KPI Trending
Subscriber Group Drilldown

20. Subscriber Group Quality Assurance

Assuring VIP Subscriber QoE
Call Trace and IMSI Analysis (VistaNEO)
VIP Group KPIs (Subscriber-Level)
VIP Summary for selected IMSI
Drill-Down
VIP Groups List
VIP QoE Indicators
Track VIP Group QoE (Top/Worst N)
Details call with decoded messages

22. Network Quality Assurance

Correlate Subscriber And Network Intelligence
Understand Network and Subscriber perspectives to
effectively detect and resolve issues quickly.
Subscriber Performance Analysis
Network Performance Dashboard
Subscriber Analysis
Geo Analysis
User Positioning
Cell Analysis
Cell ID
Detect Problem Cells for PM KPIs
Find Root Cause of problems and detect affected
individual subscribers (IMSI)

23. Phone Model Analysis

Feature
• Allow user to further breakdown and analyze
different Phone model performance and quality
in the network
Benefits
• Phone Model KPI trending
• Top-N Phones with TAC/IMSI sorting
• KPI is viewable at VistaPortal

24. Proactive Subscriber Issue Mitigation

Quickly detect and troubleshoot problems before it impacts QoE
Network seems fine but
subscribers are still churning
Delay in attending to subscriber
complaints due to Insufficient
data
Quick search for key subscribers and
provide diagnostics and analysis
experience by the subscriber
Historical data can be stored and
used as analysis of performance
trend
24x7 Aggregation provides high
granularity and understanding of
subscriber experience

25. VistaNEO Benefits

Smarter Network Analytics And Optimization
Accelerates network quality enhancements with rich and accurate subscriber
and network intelligence on a single solution
Improve Network Experience For High-value Subscribers
Subscriber-centric KPIs to determine which subscribers are most impacted by
network quality problems
Visualize Network And Subscriber Behavior
Combine subscriber intelligence with network performance for a holistic
perspective into network quality
Scalable and Flexible
Scales according to MNOs’ growth with support for multiple vendors and
technologies.

26. Visit Us At

http://www.infovista.com/products/radio-network-optimization

27.

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