As a variety of broadband applications have emerged in recent years, subscribers are no longer satisfied with the traditional Web browsing. They show increasing concern in broadband value-added services such as online video, online gaming, Webcast, P2P, instant messaging, and online stock trading. These services have high requirements on bandwidth, real-time delivery and stability. If their quality is poor, the subscriber satisfaction will lower dramatically. To better offer such services and improve broadband users' Quality of Experience (QoE), the broadband industry has been trying to find out an optimal broadband service assurance solution.
Network operators and subscribers are major players involved in broadband services. The operators deploy the broadband service assurance system and subscribers benefit from it. Therefore, the problems which draw most attention from the operators and subscribers are essential to building a robust broadband service assurance system.
Some analysis shows that broadband subscribers are most concerned about their QoE when using broadband services, which depends on the following three factors:
Operators are most concerned about how to better serve subscribers at a low cost and generate considerable revenue, which depends on the following three factors:
To build a robust broadband service assurance system, it is necessary to first analyze the access network capability and service quality, provide complete functions such as capability estimation, service acknowledgement, operation monitoring and prediction, and service optimization, and then improve the fault diagnosis and complaint handling process. In this way, operators can definitely improve broadband users' QoE and thus increase customer satisfaction.
ZTE's EasyserviceTM System
ZTE has launched its EasyserviceTM (ZXESS), a broadband services supporting system, to guarantee the service quality of the broadband access network. With different software modules, EasyserviceTM implements functions such as estimation, acknowledgment, monitoring, prediction, analysis, diagnosis, and optimization of broadband services, and optimizes the O&M procedure, thereby helping operators reduce their O&M costs and improve subscriber satisfaction.
EasyserviceTM consists of five software modules: EasyAssistant, EasyCSM, EasyGateway, EasyCopper, and EasyOptical. EasyAssistant deployed in the user home helps the user implement self-maintenance of home network, diagnosis and repair of CPE/PC faults, monitoring and acknowledging of broadband service quality, and trial use of broadband value-added services. With EasyAssistant, subscribers can detect and remove most of the home network faults, thereby greatly reducing the fault complaint rate, the on-site maintenance work, and the CPE return and repair rate. EasyCSM is responsible for handling broadband complaints, quickly locating the broadband faults and judging the type of faults. Through the integrated diagnosis, expert knowledge base and network snapshot technology, EasyCSM helps customer service representatives quickly respond to all customer fault complaints and provide the best solutions. This can not only shorten the handling time of complaints, but also improve the quality of customer service. EasyGateway, the CPE remote management system, is responsible for automatic service provision and remote fault diagnosis. EasyOptical and EasyCopper are responsible for integrated operation and maintenance for PON and DSL networks, including fault diagnosis of broadband access devices and related lines, estimation of broadband access capability, monitoring and analysis of service performance indices, prediction of service quality, and optimization of subscriber services. With the subscriber-oriented broadband service access capability and service quality analysis technologies, EasyOptical and EasyCopper can help operators implement capability estimation before the service deployment, acknowledgement after the service deployment, and monitoring, prediction, fault diagnosis and repair during the service running. The five functional modules work together to build a subscriber-oriented broadband service assurance solution.
Ever since its launch, EasyserviceTM has attracted close attention of the operators, and is now efficiently guaranteeing their broadband service deployment. With further growth of broadband applications, EasyserviceTM will follow the latest trends in broadband and explore more means for service assurance, helping operators offer varieties of stable broadband services and subscribers improve their QoE.