How to improve customer experience SON

7/21/2019 How to improve customer experience SON

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Copyright Comarch 2011

How to improve customer experience

with a self-organizing network

Lukasz MendykOSS Product Manager, Comarch


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2 Copyright Comarch 2011

Agenda

Introduction

Self-Organizing Network and Cutomer !"perience

#hat are the challenge$

Cell Outage Compenation e"ample %rchitecture

&ow to employ '(lug ) (lay* for impro+ing C!

,e+eraging 'Self-Optimizing* SON function

&ow to employ elf-healing &ow to gain trut in automation

Concluion


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Customer Experience

According to ankee !roup"sreport '.eli+ering a #orld-Cla Cutomer !"perience* there are # dimensions of

customer experience$

/ Company and rand

/ (roduct and er+ice

/ Channel

/ .eli+ery and operation

.oe the product work anywhere anytime$


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Customer Experience - %elf-&rganizing 'etwork

A congested network leads to poor customer experience ,3! i a 'etter network* - an anticipated remedy in moile

network

,3! / huge in+etment / a need to 'kill two ird with one

tone* / O(!4 reduction

&(E) reduction *y shifting from network management

towards a %elf-&rganizing 'etwork

/ %utomation i key

%elf-&rganizing 'etwork goals$

/ % direct goal / cost reductiony le+eraging automation reducing

cot related to human work

/ Customer Experience/ can thi e the ultimate goal$


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+hat are the challenges,

3ranlating 'etter network* to 'etter cutomer e"perience* %elf-&rganizing 'etwork needsa 'good dri+er* / proper

metrics

/ mproving technical parameters % '&. a goal in itself

/ mproving Customer Experience %

SON / mean 'autonomy for network management*

&ow to control SON o that

it i in line with the uine goal$

6aining trut in automation tuning aility

%tep-*y step implementation

7ulti-+endor multi-domain upport


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/sing the right criteria - example

01etter network2 vs3 0*etter customer experience2 3echnical parameter optimization may not e the right criterion

3he right approach i optimization *ased on the final goal

9not intermediary one: ,et; ee the otained reult aed on

different criteria

/ Cell &utage Compensation 4 %&' function 4 an example

scenario


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Cell &utage Compensation - example


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Compenation i aed on the 'orrowing reource* effect Network-centric implementation may caue the high priority cell

9airport cell: er+ice le+el to e degraded y the compenation

mechanim

% need for uine goal control

+hat is the true goal of Cell &utage Compensation$

/ NO / ringing the co+erage ack

/ ?!S / a maximum service level which can *e provided using

limited resources

Criteria$ummary er+ice le+el after compenation mut e '@*than the one Aut after an outage

If not / the compenation cenario hould e dicarded



Lessons learned

%&' must *e driven *y customer service criteria andmetrics

3echnical parameter optimization itelf can;t e a SON goal

% holitic +iew of the network i needed to a+oid a 'local

optimization* prolem

A holistic view means

/ oth er+ice and network 9reource: +iew of the network

3o tranlate er+ice criteria onto network reBuirement

3o calculate the impact of network optimization on er+ice

/ horizontally the end-to-end +iew mean a multi-domain multi-+endor +iew of the network

3o ha+e a ummary effect of network reconfiguration



%elf-&rganizing 'etwork 4 the architecture



(lug 5 (lay and Customer Experience

(lug 5 (lay 4 direct goals$/ new N! hould elf-configure and elf-optimize and e

operational directly after eing 'plugged-in*

/ cot reduction

/ peeding up the proce of network e"tenion

(lug 5 (lay 4 Customer Experience

/ impro+ing network upport for cutomer er+ice

/ Buicker network e"tenion / fater reaction to changing cutomer

demand


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1: .efine er+ice criteria 9a rock concert:


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2: Initial network planning


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%elf-&ptimizing and Customer Experience

%elf-&ptimizing 4 direct goals$/ automating network configuration tuning proce

/ no need for manual change of technical parameter

/ cot reduction

%elf-&ptimizing4 Customer Experience

/ optimizing network upport for cutomer er+ice

/ automated network adAutment according to changing cutomer

er+ice reBuirement


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1: Collect network

(I


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2: Calculate impact on the cutomer - DI


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: Identifyottleneck


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: Eerify optimization


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%elf-healing and Customer Experience

%elf-healing 4 direct goals$/ automating outage detection and prolem reolution

/ no need for human inter+ention

/ cot reduction

%elf-healing4 Customer Experience

/ 7inimizing impact on cutomer er+ice


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1: Collecting alarm


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2: Calculating impact on cutomer er+ice


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: Foot caue analye and prioritization


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How to gain trust in automation

%tep-*y-step implementation- uing the e"iting OSS ytem in a no+el way

!aining trust

- manual emi-automated automated procee

- meauring the effecti+ene of automation routine- controlling automation +ia defined (I

- tuning capailitie


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How to gain trust in automation

A simple example for self-healing 6self-diagnosing7$- root caue analyi 9G7: at the eginning / Aut a hint

for an operator to make a final deciion

- aed on (I if 'hint* are alway correct for the

defined circumtance / an automated rule can trigger

a defined correction action

- uing (I for +erification if automated routine need

manual correction -@ rule tuning

- tep-y-tep replacement of manual proceing of

tak with automated routine


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Conclusions

Self-Organizing Network - an automation which can helpimprove customer experience

Appropriate metrics and goalsfor automated routine

are eential

3echnical parameter +H cutomer e"perience dri+en

metric

Comprehensive view of the network comprising *oth

resources and services is crucial

Leveraging the existing &%% ecosystemguarantee

tep y tep implementation and gaining trut inautomation

Controlling and tuning automation via 8(si a

neceity


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.hank youlukasz3mendyk9comarch3com

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How to improve customer experience SON