Quality of Experience

SCENARIO

The focalization on the consumer is leading to evolve from the concept of Quality of Service (QoS) to the wider idea of Quality of Experience (QoE). Perceived QoE is a relevant subject for both Network / IT providers and customers to check that the agreed service level is actually supplied. Two main factors contribute to consolidate user’s opinion regarding the perceived QoE:

  • Quality of User experience, in terms of actual service quality (setup time, available bandwidth, connection quality, etc.);
  • Quality of Customer experience, in terms of administrative interaction with the service provider (helpdesk efficacy, time to solve issues, accuracy of bills, etc.).
In order to improve these factors, the customer’s processes need to be optimized, with meticulous attention to: Traffic and Real-time multimedia Quality, Accounting and Billing, Fraud Management, Denial of Service Prevention, Assurance.
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