| 1. |
- Cuadra, Antonio, et al.
(författare)
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Ecosystem for customer experience assurance
- 2013
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Ingår i: 2013 International Conference on Smart Communications in Network Technologies, SaCoNeT 2013. - 9781479906949
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Konferensbidrag (refereegranskat)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.
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| 2. |
- Cuadra-Sánchez, Antonio, et al.
(författare)
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A global customer experience management architecture
- 2012
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Ingår i: 2012 Future Network and Mobile Summit, FutureNetw 2012. - 9781905824304
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Konferensbidrag (refereegranskat)abstract
- The quality of experience (QoE) is one of the main research lines in ITC industry, which seeks to manage quality as perceived by users. This document analyzes and describes requirements of a QoE driven management system architecture, which has been designed in the Celtic IPNQSIS project. The architecture is grouped into different levels: Data acquisition level, Monitoring level and Control Level. Each level comprises a specific set of capacities, such as Data collector, or Traffic Monitor amongst others. The architecture described in this paper constitutes the guidelines of the IPNQSIS project in terms of a QoE ecosystem that will settle the basis of global customer experience management architecture.
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