Ecosystem for customer experience assurance

• 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.

Nyckelord

Customer Experience

Network Management

Quality of Experience

Service Quality Management

Customers' satisfaction

Internet television

Multiplayer games

Quality of experience (QoE)

Service provider

Video on demands (VoD)

Complex networks

Ecosystems

IPTV

Multimedia services

Next generation networks

Quality of service

Sales

Television broadcasting

Video on demand

Customer satisfaction

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