SmartCare Service Assurance Solution

Beyond Satisfied KPI, Collaboration for Happy End-User

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Content

Trends and Challenges

SmartCare Service Assurance Overview

Successful Cases

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Huawei Confidential

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Service Assurance Challenges

How to forecast resource requirements for network planning or new Go-To-Market service & application& Smartphone launch? How to prevent signaling storm caused by Smartphone increase?

How to design and establish the platform which can support service Service Operation Enhancement
quality and end-users experience assurance? How to facing the exploding of the service and bandwidth? How to integrate to existing O&M process?

VIP/VAP Care

Reduction of Subscriber Churning Ratio How to proactively care VIP and rescue VAP? How to differentiate QoS for better VIP experience?

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SmartCare @Enabling Chain

NPM Realize visible Networks for multivendor network SQM Be capable to evaluate E2E service quality of different types CEM Be conscious of each users perception

Service

NPM

SQM

CEM

Service
Discovery Improvement Assurance

SmartCare Product

SmartCare Multi-vendor network data capturing PB-level data processing & storage Real-time monitoring & query

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Content

Trends and Challenges

SmartCare Service Assurance Overview

Successful Cases

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SmartCare Solution Overview

Evaluate service quality for individual user Enable fast fault-demarcation & troubleshooting Enable accurate service quality evaluation with KQI Proactive and preventive management of service quality End-to-end visualized network assurance Integrated management for multi-vendor network

CEM SQM NPM

Distribution DB (Mass Storage Parallel Computing

Embedded Probe

Interface Probe (Net Probe)

IP Probe

Wireless Probe

3rd party Probe

EMS/NMS

CS Probe

PS Probe

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SmartCare Solution Architecture

Application Layer

SQM, CEM, PM, FM

Data Processing Layer

Netview

MOS5200/3rd Party PM

MOS5100/3rd Party FM

Data Capturing Layer

Visual IP

Probes/3rd Party

PM Mediation

FM Mediation

Data Source Layer

IPTV

IP Bearer

PS & CS Core

2G & 3G Radio

VAS

OSS/3rd Party

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Comprehensive MBB visibility

NPM SQM CEM

Visible Bandwidth
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Visible Terminal
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Visible Service Content

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Facilitate Network O&M

NPM SQM CEM
Failure Cause Report KPIs Threshold Breached Alarm

Threshold Breached Alarm Time Incoming Call Flow

Network topology status

KPI monitoring & reporting

Call loss analysis.

Highlights

Unified operation for Core network and IP bearer network, Accurately measure the service path quality between NEs. Monitor the whole network KPI and facilitate analyzing the fluctuation of KPI. Clearly report the failure cause distribution and connect delay base on call flow segment.

Fulfill the requirement for Routine network O&M, fault location, network optimization
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Improvements in SQM Process

NPM SQM CEM

Improvements of SQM process:

Moving from KPI monitoring to KQI monitoring , and then QoE management to Subscriber level statistics Moving from Network/Cell level statistics

Service Quality Trouble-shooting / Improvement / Management

Offers :

OoE

Improved Assess-ability. Visibility and Manageability

Subscriber level

A much more accurate picture of the whole network and real quality that the subscribers are experiencing.

KQI

KPI

Network/Cell level

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KPI-KQI Methodology
NPM SQM CEM

SQM

WEB/ WAP

Voice

EMAIL

FTP

MMS

IM

Video

KQI

E2E Connect Rate

E2E Connect Duration

E2E Call Drop Ratio

Good Voice Quality Ratio

KPI

Assignment Success Rate

Paging Success Rate

TCH Assignment Success Rate

TCH Congestion Ratio

Routing Success Rate

Authorize Success Rate

...

KQI --Describe the Real Experience of Subscribers KPI --Describe the Performance of Network Element
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Example of KQI Monitoring

NPM SQM CEM
WEB/ WAP Voice EMAIL FTP MMS IM Video

KQI Monitoring:

Dashboards. GIS Map.

Customized Threshold
Total View, City View, NE View, Cell Groups View. Real-Time Alarm.

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Example of KQI Analysis

NPM SQM CEM

Find the abnormal KPI

E2E Call Connect Rate Failure Distribution

TCH Congestion Rate Paging Success Rate LA Success Rate O-Call Connect Rate T-Call Connect Rate

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KQI-QOE Methodology
NPM SQM CEM

Step 1 KQI Monitoring

1. 2. 3. 4. PrecisionKQIs for use of each specific service Time Span: 2~4 weeks, 7*24 hours Sample SizeAbout 20,000 Sample StructureUser groups of different user behavior, and from different regions.

Step2 QoE Survey

1. MethodPhone survey 2. QuestionnaireSatisfaction of the quality of Service, including QoE and sub-QoE. 3. PerformerCall center (Trained by QoE Experts) 4. Sample Size: 900~1,000 users from those monitored 5. Potential Risk: Might annoy the end users, how to control?

Objective
Data from KQIs monitoring
KQI Monitor

Subjective
QoE score from phone survey
QoE Survey

Mapping KQI to QoE Step3 QoE-KQI Modeling

MethodRegression analysis+

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The Methodology of deriving KQIs and QoE

NPM SQM CEM

User
Set up Customized Service Model

User QoE
QoEn=f( KQI1,KQI2.. KQIn), f( KPI1,KPI2.. KPIn)

Perception

Define KQI from end users view Service Quality

Data services KQIs

Voice services KQIs

KQIn=f( KPI1,KPI2.. KPIn) Network Performance Radio KPIs Bearer Network KPIs IP Network Core Network / VAS KPIs

Node B
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RNC

MSS/ MGW

MSS/ RNC MGW

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Node B

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QoE Modeling Case in Philippine

NPM SQM CEM

QoE Score Surveyed by Third-Party: 4.12

QoE Score based on Modeling Formulation: 4.07

Access Success Rate% Access DelaySecond Call Drop Rate% Voice Service Quality Estimated QoE Score 99.13 6.93 1.17 3.4 4.06967

QoE-KQI Modeling Based on KQI Monitoring and QoE Survey

HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 16

CEM Solution Component

NPM SQM CEM

Device
VAP Rescue

Providing visibility to specific device types being used by the customers

Providing way to find out the bad user experience and perform the optimization more efficiently

VIP Care
Accurately measuring the experience of VIP and quickly handling their complaints

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Enable Consistent VIP Assurance

NPM SQM CEM

Benefit to Operator:
Network and Service Problems Can Be found and Resolved in Advance, Which Proactively Prevent Users Complaints. Fast Response to VIP Users Complaint with High Efficiency and Lower Cost.

VIP-Oriented Cell Optimization VIP-Oriented Service Optimization

VIP-Oriented Network Optimization

KQI monitoring and Analysis on VIP VIP Failure and Location Analysis

Group /Individual
Enable VIP Experience Improvement

VIP CARE
Efficient VIP Complaint Handling

Real-time E2E Call Trace Elaborate Historical Call Records

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Example of VIP Assurance

NPM
VIP Transaction

SQM

CEM

VIP Distribution

VIP Failure Distribution

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Enable VAP Rescue

NPM

SQM

CEM

VAP Definition

By Service KQI Assessment

VAP Definition

NO Yes
VAP Ratio Reduction End

VAP Problem Segregation

By Region

By Network (Radio, Core, SP)

By Device
KQI Monitoring

Solutions

CDR and Call Flow Analysis

Handset Performance Evaluation Typical Failure Cause Analysis

VAP Report

VAP Problem Segregation

Solutions

Benefit : Lower VAP Ratio & Less End-Users Complaints

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Example of VAP Definition and Segregation

NPM SQM CEM

VAP Classified by KQI and identify different level of VAP Groups

Failure cause distribution and Problem location

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Smart Phone Analysis

NPM Various Terminal models, how about their work in network? SQM CEM

Solution: Identify SmartPhone brand by IMEI. Smart phone report associate with VIP and GIS. Analyze the traffic and KPI by phone type, brand & model. Benefits: Find the bad performance Handset Analyze the trend and the impact of Smart Phone. As a reference for tariff package design
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 22

Content

Trends and Challenges

SmartCare Service Assurance Overview

Successful Cases

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 23

Global Commercial Deployment

SmartCare typical application Comprehensive & flexible network monitoring
NetView Core CS/PS + VisualIP + Nastar

Shared information Rank No.1 in China, developed fast over the world

2011 new breakthrough 14 new commercial sites in 2011

Austria Pakistan

NetView CS Pakistan NetView PS (embedded probe) + Nastar

Saudi

Sweden

Sweden

NetView Core CS/PS + RAN

Saudi
VisualIP Mexico NetView PS (embedded probe)

30+ global cases 500+ employees

Joint R&D team High-end Expert
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Hong Kong Mexico

Hong Kong

Iraq

Austria

Peru + Ecuador

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Shenzhen Universiade Network Assurance

Background
The 26th World University Games was held in Shenzhen China on August 12, 2011 Shenzhen Mobile wants to assure the quality of communication services and improve end-user experience during the Universiade.

Highlight of SmartCare
Huge Capacity: 16M users, 32 VMSC, 12 GMSC,
E2E Real-time Monitoring: Alarm delay < 1second, Report generation < 30 seconds Reliable Storage: 30 days CDR,65T storage capacity Abundant Services: Service performance analysis, Customer experience analysis, Market supporting

Outstanding Award by CMCC

Huawei's outstanding SmartCare technology and cooperation throughout the 2011 World University Games resulted in flawless mobile communications. -- said by the Director of Shenzhen Mobile Maintenance Department.
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Optimize The Bad Experience

China Unicom: Reducing 57.6% of the User Complaints

End-user complaints for 3G data service of Jinan Unicom are declined by

57.6%, from 4.4 (per 10,000 users) to 1.9 (per 10,000 users).
Data source of complains: Customer service center of Jinan Unicom Data source of the 3G users: Network Optimization department of Shandong Unicom

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End-User Satisfaction
China Mobile100% VIP Subscriber Experience Care
Routine KQI monitoring, triggers network optimization

50% of potential complaints are found in advance

100%VIP Experience Care

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Thank You

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