Mobile Subscriber Experience for Dummies

2. 1
Mobile Subscriber Experience Basics
Understanding why subscriber experience is important
Introducing mobile subscriber experience software
Understanding commercial challenges that face operators

3. The
Subscriber
Experience
Battleground
Learn from both
existing and new
subscribers!

4. Loyalty of existing customers
– What makes them stick with you?
Avoid Disruption caused by
Customer Churn
– Use Personalization to meet
subscribers individual needs!

5. Keeping existing customers happy
is much more effective means of
achieving revenue growth
than adding expensive
new customers

6. Mobile Subscriber Experience Software
What to expect from
a mobile subscriber
experience software
CAPEX
Management
Selective
Optimization
Usage
Management
Analytics &
Forecasting
Fair Use

7. Meeting Subscriber Needs
Without Breaking the Bank
Service providers face three overriding commercial challenges:
Capital expense
(CAPEX)
reduction
Increased
service agility
Operations
expense
optimization

8. Speed is a key facet of effective
mobile subscriber experience

9. 2
Gathering and Analyzing Data
Getting to know Big Data
Moving from historical to real-time data analysis Explaining DPI
Seeing how to monetize data

10. Big Data Is Your Friend
It’s a record of what’s happening
on your network

11. It’s a lot of information so sorting it can be difficult. But the
information contained in Big Data, segmented into a broader
context and analyzed, brings valuable insights.

12. Tracking how customers behave on the
Network is a gold mine.

13. If you don’t know what customers are doing,
how can you improve their experiences?

14. Moving into Real Time
Provides you with the information required to make immediate impact
Real-time data analysis can help in the following situations:
Capitalizing on an
opportunity to upsell
Solving or mitigating
a problem
Identifying malicious activity
Reallocating network
resources on the fly
RTTURL
Extending a promotion to a
high-value customer
Offloading certain subscribers
during congestion

15. DPI: The Value of Intelligence
The basis for immediate action
New insights and opportunities for enhancing
the subscriber experience:
1. Subscriber identification: ARPA is replacing
ARPU
2. Application classification: the more fine-
grained the identification capabilities, the
more value that can be delivered to the
analytics engine
3. Content visibility: Content is a cornerstone of
the user experience

16. DPI: The Value of Intelligence
The basis for immediate action
New insights and opportunities for enhancing
the subscriber experience:
4. Service plan usage trends: Understanding
how subscribers uses different service plans
allows higher quality broadband service
5. Device visibility: All devices aren’t created
equal
6. Quality of experience (QoE): The user’s QoE
will determine a subscriber’s propensity to churn

17. By adding context to subscriber
data contained in systems,
DPI adds value and makes
the data actionable

18. Monetizing Your Data and Act on your Insights
Make targeted decisions to increase revenue:
Subscriber data brokering
Customer profitability analysis
Revenue management
Targeted marketing
Understand your
subscribers by
leverage the
information
sources mined
via DPI

19. 3
Understanding intelligent charging
Looking for a great solution
Intelligent Charging

20. Intelligent Charging
Three trends have created an environment where intelligent
charging is key to subscribers
Using mobile applications is
becoming routine for consumers.
Not only are mobile applications a part
of everyday life, but they change every
day. And mobile applications will
continue to innovate.
1

21. Intelligent Charging
Mobile operators are moving away
from unlimited data plans. Mobile
operators are abandoning unlimited data
plans because every megabyte
transferred increases what they have to
spend on infrastructure.
2

22. Intelligent Charging
Subscribers want personalized
services to match their usage needs.
With unlimited data plans going away,
mobile subscribers must manage their
mobile usage within the confines of
quota limits.
3

23. What to Look for in an
Intelligent Charging Solution
Service
velocity
Tiered
charging
Zero-rating
Service
charging
implementation

24. Smart operators are using Big Data
to delve into customer preferences.
They put what is learned into action
with intelligent charging

25. 4
Congestion Management
Understanding congestion management
Looking for a good solution

26. Congestion Management
Operators can reduce churn and increase
customer satisfaction
Providers need a tool to manage
congestion in a way that meets the
changing requirements of the network and
of subscribers but without requiring
unlimited bandwidth.
Congestion management applications
offer functions that allow operators
to manage congestion in a way that
ensures maximal experience.

27. Managing congestion proactively to
create the very best experience for
subscribers is critical

28. What to Look for in a Congestion
Management Solution
An enforcement point for all actions and
analytics collection is required
A subscriber manager to manage congestion across
network topology and deliver subscriber awareness
The ability to collect analytics data for determining the
best congestion policies and identifying hotspots
in the network
Easy to configure and use easy-to-use visualization both
historically and in real time

29. What to ask for in a Congestion
Management Solution
Effective
Hierarchical
Management
Performance
Parallel
Queuing of
Traffic
The
Capability to
Manage
Queues
Does the solution
have an active
queue system?
Can operators have
immediate access
Level visibility to
network traffic?
Is network traffic
queued into multiple,
simultaneous queues?
Have you considered
scalability, reliability,
and capacity demands?

30. 5
Network Quality Assurance
Getting to know Big Data
Moving from historical to real-time data analysis Explaining
DPI
Seeing how to monetize data

31. What is overlooked when attempting to
optimize mobile subscriber experience is
optimizing the network itself.
By understanding, closely
monitoring, and fine-tuning the network,
operators can better serve their
customers

32. Two major areas in the field of network
Quality Assurance
Active Queue Management (AQM)
AQM gives your network a hand
by helping packet transfer happen
more efficiently.
Fairness: Democracy in the Network
This concept means that one subscriber can’t
affect the QoE of another subscriber and it’s the
most powerful of all the aspects of network
assurance management.

33. 1. Managing queues
With queue management support the
operator can deliver more throughput and
lower overall latency.
2. Fair usage
The capability to ensure fair
usage for thousands of
subscribers on a single link in
a highly scalable way
What to Look for in a Network
Quality Assurance Solution

34. 3. Analytics and forecasting
Effective hierarchical management from one
network location to deliver access-level
visibility into performance to support
hundreds of categories without
performance degradation
4. Usage management
The capability to classify traffic into
separate but simultaneous queues
based on policy
What to Look for in a Network
Quality Assurance Solution

35. Visibility of subscriber, application, content, device, location,
and QoE enables flexible management of the subscriber’s
user experience to maximize customer satisfaction

36. 6
Understanding location awareness
Finding what you need
Location, Location, Location

37. Location information enables
operators to react proactively to
performance issues.
This means addressing issues
before they become embedded
problems!

38. Location Awareness
In the mobile network, a subscriber’s location is the single most
important factor that can impact QoE
The key to ensure a high QoE subscribers is to have real-time location
awareness that can be placed in context with the subscriber radio
access network (RAN) and IP QoE metrics as seen by the subscriber
Still most mobile operators only measure basic KPIs in the network
based on the signaling between the devices and the handset
To achieve visibility of the right KPIs and to deliver a high QoE,
operators need subscriber experience analytics solutions in their
network with real-time location awareness

39. What to Look for when shopping a Location
Awareness Solution
 Location analytics
 Congestion
management
 Location-based
service plans
 Customer care
visibility
 Crowd-sourced
drive testing

40. Location Awareness Wins
Using location awareness solutions, the operator can
install an applet on customer devices and proactively
monitor when a subscriber loses coverage. The operator
can notify the customer about the coverage deficiency,
which creates cost savings over the existing method of
drive testing

41. Provide better customer
service and save money
at the same time!

42. 7
Ten Wins for Subscriber Experience

43. 1. Happy Customers

44. 2. Save money

45. 3. Know Your
Subscribers

46. 4. Save Your
Customers Money

47. 5. Deliver a World-
Class Network

48. 6. Differentiate Your
Service Offerings

49. 7. Diagnose and Solve
Customer Issues Quickly

50. 8. High-Value Customers
Get High-Quality Service

51. 9. Great Data, Not Just Big Data

52. proceranetworks.com/dummiesbook
Enhance your Mobile Subscriber
experience and download your
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53. ENHANCING THE SUBSCRIBER EXPERIENCE
From the handset . . .
. . .to the internet