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Customer Experience Management Through the Evolution of Networks

gen-E Technologies 2016

Adrian Alonso, Speaker

• 15+ year veteran of the Telecom industry

• Held NOC Management Positions and Led Network Operations Systems Strategy at Frontier and Verizon

• Military Veteran

gen-E Technologies 2016

Networks are the lifeblood of today’sanytime, anywhere communications

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Advanced Network Management Tools Market Born of Necessity Last 15 Years

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Early 1990’s Single-vendor Networks Barebone NMS Minimal Standards

The Evolution of Networks

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Late 1990’s Interoperability Standards Network Growth Mobile Phones Internet

Early 1990’s Single-vendor Networks Barebone NMS Minimal Standards

The Evolution of Networks

gen-E Technologies 2016

Late 1990’s Interoperability Standards Network Growth Mobile Phones Internet

Early 1990’s Single-vendor Networks Barebone NMS Minimal Standards

Today Increasing Customer Demands Network Complexity Virtualization 5G Preparation

The Evolution of Networks

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Convergence, Competition and Churn are Igniting the need for More Services

Churn

Competition

Convergence

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Consumer Demand Requires Convergence along with High QoS, Moderate Cost, and High Security

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Mergers & Acquisitions Provide Consumers with More Services at Lower Prices

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Increasing Customer Churn Requires Service Providers to Deliver Optimal Quality of Service

Quality of Service Security Speed

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Vendors Are Challenged to Build Solutions That Enhance Customer Experience

Cloud Computing

Mobile Computing

Predictive Insights Advanced Analytics

Automation & Correlations

Link Lines of Business

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New Application Monitoring Tools Can Predict the Future to Ensure a Seamless Customer Experience

Congestion

Congestion

Latency

Usage Spikes

Corrective Actions

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Network Management Tools Can Help You Dig into Rich Data...

Network Topology

360 Customer View

Contextual Customer Information

Financial Impact of Network Actions

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And Transition Network Operations to Service Operations and Beyond

Network Operations

Center

Service Operations

Center

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Unified Tools For Virtualization Enable CSPs to Offer Attractive Tiers to Customers

Service Assurance Platform

Virtual Environment On-prem Environment

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Phase 3

Moving from Chaos to Calm A Process Approach

Chaos

Reactive

Proactive

Managed

Optimal

Phase 2 Phase 1

Ad Hoc

Under- documented

Unpredictable

Multiple Help Desks

Fire- fighting

Inventory Mgmt

Event Mgmt

Document Problem Mgmt

Performance Monitoring

Trend Analysis

Problem Prediction

Automation

Service- defined Quality

Goals

Monitor & Report on Services Capacity

Planning

Self- provisioning IT Improves

Business

Business Planning IT &

Business Link

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Companies in Phase 1 Have a Difficult Time Managing the Customer Experience

Chaos

Reactive

Phase 1

Ad Hoc

Under- documented

Unpredictable

Multiple Help Desks

Fire- fighting

Inventory Mgmt

Event Mgmt

Document Problem Mgmt

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Proactive

Managed

Phase 2

Companies in Phase 2 Can Proactively Manage the Customer Experience, But Not SLAs

Performance Monitoring

Trend Analysis

Problem Prediction

Automation

Service- defined Quality

Goals

Monitor & Report on Services Capacity

Planning

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Phase 3

Optimal

Companies in Phase 3 Have Linked IT and Business Units Delivering Optimized Operations

Self- provisioning

IT Improves Business

Business Planning IT &

Business Link

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Transitioning Through the Model Requires Deep Analysis and Strategic, Methodical Planning

Full Analysis of Network Operations

Determine the Desired State of Network Operations

Develop a Plan to Bridge the Gap

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Ensuring the Customer Experience While Transitioning Through the Maturity Process

Maintain a 360० View of the Customer

Monitor Your Key Performance Indicators

Facilitate Open Channels of Communication

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gen-E OpsCenter & InfiniView Service Assurance Software & Advanced Analytics Software

Professional Services / Training Full service consulting; environment assessment, S/W integration & custom development, formal training for all levels of network management staff

Managed Services Remote End-to-End IT infrastructure

management & support

Reference Architecture Best of breed and source products to improve operation supportability

with agility.

gen-E is a Strategic Partner Ensuring a Smooth Transition Through the Maturity Model

Thank You www.gen-e.com