QoE - What Is It All About?
Long story short: In an IP World, the sum of the components’ quality does not equal the quality of the sum. The only way to evaluate the quality delivered to a user is to connect to the service like a user.
Since 2009, Axiros has been pioneering QoE solutions capable of accessing any IP service in the same manner as a user and measuring quality the same way a user would.
QoE performance indicators are user-centric: Whether it is about the time that it takes to download a webpage or access a service, place a phone call, change a TV channel or log into an interactive service - Axiros takes the guesswork out of impact assessments and provides factual information to drive operations, prioritizing investments and building SLAs.
QoE - The Key Competitive Differentiator For CSPs
Nowadays, CSPs rarely differentiate between the quality of their services or provide special offers based on their revenue potential.
Most often, service policies are based upon best effort service and each customer or service on the network is treated equally, receiving shared bandwidth and facing the same network latency and speed issues.
The lack of differentiation for data heavy and latency sensitive services such as videos leads to a dip in QoS and subsequently poor customer experience.
In addition, the best effort delivery mechanism limits the ability of CSPs to offer personalized services to premium customers.
This is a huge opportunity loss as CSPs miss out on upselling and bundling opportunities. Undifferentiated quality-of-experience (QoE) also creates dissatisfaction amongst premium customers, as they are accustomed to preferred service delivery and personalization in other sectors such as banking and retail.
Poor experience also discourages consumers from spending more time on content, which reduces the revenue potential for all participants in the Telco-Media industry.
QoE - Experience Management Encompasses The Following Activities:
Monitoring of the experience of the user when consuming the service,
Adapting service provisioning on the basis of the varying context conditions (e.g. network status, user behavior, user profile, environment),
Predicting potential experience level degradation
Masking quality degradation due to abrupt system changes.