User Experience Management

User Experience Management

As competition for broadband services increases, it is becoming more important for service providers to differentiate themselves by providing better quality of experience for their customers. Since the delivery chain of broadband services involves remote CPEs, knowing what the customer is actually experiencing requires actual monitoring of these remote devices.

Friendly's User Experience Management Solution

Friendly's User Experience Management solution provides the ability to monitor and improve the subscriber's quality of experience. Instead of waiting for the subscriber to call support and complain about a problem, the solution allows the service provider to take proactive measures, before the subscriber even notices any problem.

QoE Delivery Chain

Friendly offers a comprehensive user experience management solution that covers the entire QoE delivery chain.

• Monitor - The solution constantly gathers data from the CPEs, including speed tests, wireless signal monitoring, and more.
• Analyze - The data is analyzed according to predefined KPI's and thresholds. It allows correlation of data to pinpoint trends and other useful information such as geographical location and more.
• React - proactive measures can be taken before the customer even notices the problem.

QoS Monitoring

The solution allows service providers to monitor the QoE and QoS of data services, including speed test, wireless signal and applications monitoring. The monitoring can be performed for individual subscribers, subscriber groups (e.g. business, residential, etc.), and geographical areas, alerting when it is below the expected service level. The solution features automatic speed tests to subscriber groups, providing detailed reports according to groups and/or geographic areas.

Automated Problem Resolution

Friendly's Support Management Platform takes it even further with automatic problem resolution. It features the creation of corrective action scripts that can analyze and solve problems automatically, handling a large number of cases with no/minimal human intervention.

Self Support

Subscribers can access the service provider's support site and actively diagnose and solve their own problems. The self support covers service-related issues, data/voice/video services, and more.