Service quality management: finding hidden problems on your network

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Where do most quality of service issues occur in the network?

If you guessed within the customer premises, you’d be right.  More than half of all service issues occur within the customer premises, with everything from signal blockage, range restrictions, or outside network channel interference affecting service quality.

That’s not to say that problems only happen within the customer premises — quality of service issues occur at every stage of service delivery, with issues in the delivery platform, transport layer, or last mile connectivity all potentially affecting the customer experience.

Given the number of variables involved, how can you guarantee consistent, end-to-end quality of service in the customer premises? Is it even your problem?

Poor service quality can significantly affect subscriber quality of experience (QoE) and churn. Robust service quality management (SQM) is essential at every stage of service delivery, and requires visibility into the customer network, data collection, and the ability to make sense of results.

In practice, this involves leveraging TR-069, SNMP, TR-143 and other IoT protocols to enable:

  • Visibility into the customer premises network and nearby signal interference
  • Network-wide and per-device key performance indicator (KPI) reporting
  • Active monitoring and network performance testing
  • Remote management of CPEs to detect end-user faults or device-related problems

Collecting data is just the first step. You then need to be able to refine the relevant data to enable service quality improvements. Discover how you can identify issues to improve end-to-end SQM here and stay tuned for part two of this blog to learn how you can leverage existing protocols to proactively detect service issues outside the customer premises.

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