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The importance of networks in the customer experience: effective Service Assurance to maintain availability and minimize revenue loss…

Master Class, November 12th, 2013

Good Afternoon

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1. Correlate events from network to service to impacted customers2. Determine Customer Quality by Analyzing End to End QoS:3. Enhance Business Analysis and Process Automation4. Automate End Customer Support Service

During today’s session we will walkthrough NetBoss Technologies EndCustomer Focused Solutions thatenable MTN to offer state of the artservices in a complex networkenvironment.

MTN Nigeria – Complex Network – Large Scale

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MPLS CORE

2G, 3G, 4G IP RAN

55 MILION

ENTERPRISEMPLS EDGE

SDH DWDM

SERVICE PLATFORMS

VOIP GPRS

SMSVAS INET

NTI – Market Driven

NTISOLUTIONS

• Demanding Customers• SLA Agreements & Penalties• 7 by 24 operations• Many Choices• More for less

• Network Evolution & Complexity• Legacy to brand new• 2G through LTE• TDM to ATM to IP• Chattering Network Elements• High frequency technology introduction• Wireless or Copper or Fiber Decisions• Information Overload• Scale

• Mobile Rich-Media Expectations• Fashion Accessory Churn• Quality of Experience• Visibility when behind a roaming partner• Configuration, Carrier Branding, Carrier Apps

• Home Network Complexity• Modem, Router, WIFI, STB, RGW, TV• “I can’t get Netflix”• Who do they call? • You, the Carrier!• Cost, but a revenue opportunity

• Maximize your customer’s experience leading to revenue

• Use number portability to get customers

• Use content and quality to keep them

• Meet SLA’s, eliminate penalties

• Proactively resolve issues before key customers experience them

• Apply your human capital effectively, field & support organizations

• Accurately dispatch truck rolls

• Highlight your areas of weakness, target resources

What’s Needed ?

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What’s the problem ?

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Why is the service out ?

What’s 

problem ?

What’s the root cause of 

the problem ?

Is this a priority 

situation?

How many customers are / will 

be  affected?

Who should go to fix it, and where ?

Easy questions to ask, tough to answer!

XX

Current Limitations

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I Fiber Cut

10s of Lamdas

100s of SDH layers

1000s of MPLS paths

What’s the Solution ?

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• Intelligence• High Value• Actionable• Service Views

• Network Views• Trending• Drill Down

• Service• Network• Link • Interface• Node

• Service Impact• Root Cause Identity• Noise Suppression

• Fault• Performance

Step 1 Eliminate the Clutter

Event Source

Event Source

Event Source

Event Source

Event Source

Event Source

Event Source

Mediation

Mediation

Mediation

Stream Correlated Alarm Handling Window

Alert 11

Alert 22 (3 events)

Alert 67

Alert 68

Alert 73

Alert 105

Alert 110

Alert 120

Alert 121

Alert 122

Counting

Auto Clear

Raw Alarm Handling Window

Alert 11

Alert 22

Alert 23

Alert 40

Alert 41

Alert 56

Alert 67

Alert 68

Alert 73

Alert 77

Alert 79

Alert 105

Alert 110

Alert 120

Alert 121

Alert 122

Stream Correlation Value Packs

Fleeting

Pattern Detection

Flapping

Auto Ticketing

Filtering & Mapping

Script Triggering

Step 1 Eliminate the Clutter

Step 2 Correlate with end-to-end Topology

Event Source

Event Source

Event Source

Event Source

Event Source

Event Source

Event Source

Mediation

Mediation

Mediation

Topology Correlated Alarm Handling Window

Root Cause

Contributory

Service Impact

Contributory

Sympathetic

IP/MPLS

WiMax

Raw Alarm Handling Window

Alert 11

Alert 22

Alert 23

Alert 40

Alert 41

Alert 56

Alert 67

Alert 68

Alert 73

Alert 77

Alert 79

Alert 105

Alert 110

Alert 120

Alert 121

Alert 122

+Topology Correlation

Value Packs

SDH

RAN

PDH

DWDM

Inventory

Environmental

Sympathetic

Root Cause

Contributory

Service Impact

Contributory

Sympathetic

Sympathetic

Filtering & Mapping

VAS

Step 3 : Tie to Services and Customers

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4G Video Unlimited

4G Internet Service

Alarms cry out  Alarms cry out  something’s wrong… 

But what

NetBoss pinpoints  the problem

NetBoss protects NetBoss protects revenue generating 

services

Step 6 Inform Stakeholders

• Executive, PM• What’s status?• What’s getting fixed?

• Operations• Where are problems / changes• Deeper analytics / diagnostics

• Field• What/Where needs repaired• What’s priority

• End Customer• Automated Customer Service• Revenue Opportunity

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Information

Analysis

Action

Information & Automation flows to Four Distinct Users

Step 6 Executive Dash Board Views

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Performance

Real Time Alerts

Network ViewCustomer Services

Trouble Tickets Root Cause

Bottom Line

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• Get and Keep Customers• Proactive Resolution of Network Failures• End customer dash boards

• Win-Win for MTN and MTN’s customers

• Tightly Manage Business Resources• Automated analysis of root cause• Accurate repair dispatch

• Generate new revenues• End customer dashboard fees

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ThankYou !