ISE Magazine, August 2019
AUGUST 2019 WWW ISEMAG COM 71 NETWORK AUTOMIZATION But with our industry heading towards 5G how do CSPs perceive the value of CLA as they embark on the transition towards full adoption Do they think 5G has enough built in CLA to handle the unknown unknowns around massive mission critical IoT enhanced mobile broadband and related large scale security threats Which Improves QoE KPIs or KQIs We asked CSPs where CLA is bringing them value today Interestingly they rated improving speed to problem resolution and service performance higher than achieving higher customer satisfaction with CapEx and OpEx savings not far behind See Figure 1 In the US CSPs were 30 50 likelier to rate customer satisfaction as the top reason Fewer Tier 3s rated higher customer satisfaction as a key benefit 62 vs 90 in Tier 1 and Tier 2 companies These findings conform with industry perceptions that the US is ahead of the customer centric curve and that Tier 3s focus more on basic low cost services Figure 2 Figure 1 5 Areas where CSPs find value in CLA today Its true that time to problem resolution and service performance will drive QoE improvement But by looking at Key Performance Indicators KPIs instead of Key Quality Indicators KQIs CSPs are still focusing on the nuts and bolts of the network
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