Category Archives: Performance Monitoring and Reporting

Girl Hanging by chain service chain metrics no MWC

Why Metrics Matter for NFV success

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Service provider’s business models are being forced to take advantage of the economics of NFV ‘s service chain capabilities. End users insatiable demand for bandwidth and guaranteed service is due to use of applications built on dev-ops based virtual environments, never taking into consideration geographic boundaries, or limited bandwidth. With NFV, service providers are being forced into a role that includes deploying and supporting applications. The application centric nature of virtual routing, firewall, IDS all service chained together, require on demand, dynamic and reliable infrastructure. This creates a dichotomy. Today’s service providers are constrained by boundaries, distances, technology and even cultural limitations. Historically service performance has really meant circuit performance. Circuit performance is often provided and monitored by systems based on legacy architectures or hardware based appliances and is not suited for the emerging dev ops virtual environment. As a recent study of operators found “one of the biggest challenges to being able to support NFV services will be the service assurance…

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Colt portal drives success!

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Watch how Colt's customer self-service portal improves customer experience, differentiates services, enhances their brand generating revenues while reducing trouble calls. Carriers can achieve these results in 3 easy steps Turn on VMX/OcularIP - within days leveraging support for 380+ technologies. Private Brand - use your colors, logos and terminology. Integrate with current portal(s) - OcularIP Single Sign On and APIs. Follow these best practices and you will reduce trouble calls by 17%,  increase sales and reduce customer churn. Request a demo to see for yourself how easily the OcularIP assurance platform and integrated customer portal will optimize your customer experience. Colt uses Accedian's VMX, powered by OcularIP. 100 seconds in they highlight how their "performance portal" optimizes service visualization!
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Garner customer experience

Garner: In 2017 Telecom’s success depends on Customer Portal!

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CEO’s state 2017 is the year success will hinge on one element; customer’s digital portal experience. After your “No Kidding” reaction, keep reading and click to see a carrier customer portal that you can turn up in days! Gartner Group, Walker, Yankee studies confirm what we all know, providing business buyers a portal access to services, leads to success! According to Gartner, 42% of CEOs say that better CX was “the key change that has driven more wins.” Furthermore, 80% of business customers site CX is the biggest influence in the decision to work with a certain vendor. Online portals takes on more importance than in the past, 76% of buyers say they view this experience as the true test of how much a company values them. Walker indicates that by 2020, CX will overtake price and product as the key brand differentiation. So what changes can be made in the telco world to improve the overall experience? Let’s look at some examples…

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oipcasino-cell-cos-up-the-ante

Cell Cos up the ante on SLAs!

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“It’s not our network - it was our reporting!” Ops Exec that switched to OcularIP Skyrocketing cell usage combined with increased customer expectations, brutal competition and stock market demands are forcing drastic changes for cell companies.  These changes are being pushed down to the backhaul providers. Tier 1 operators are upping the ante to transport providers to play in the backhaul game. The new mandates are typified by multi-tiered service level agreements that leverage both performance and availability demands. These new demands increase the requirement for optimized reporting which in turn is dependent upon granular, real time measuring, analytics and visibility. Transport providers have made substantial investments in building CTBH networks. Now several years later they expected to reap the rewards for those investments. However through adding burdensome, difficult to manage and possibly very expensive SLA mandates, these new requirements appear to put those returns at risk Ocular-IP addresses these challenges and enhances transport providers investments in your current networks...
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CEM for Service Providers

CEM for Service Providers: Secrets to Customer Experience Success

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Customer Experience Management (or CEM) has recently become a hot topic, and rightfully so. It is the one undisputable process that generates positive cash flow in the service provider industry. Think of all the costs to acquire a customer: Sales expenses Marketing and advertising Capital for construction and technology Off-net negotiations Contracts Time And more Add to this the competitive and social landscape we work in today: Your business customers are getting bombarded at every turn by an ever changing landscape of competitors including alternative transport providers, hosting and cloud service companies. The idea that “it takes 10 good customer references to make up for one bad mention.” In today’s connected world of social media, forums, review sites, it doesn’t take much to get the word out about you. With all of this in mind it is imperative that CEM be top of mind for all service providers. Carriers need to know how to quickly and easily: Implement CEM techniques…

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GEN15 OcularIP Highlights from show Graphic

LSO GEN15

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A special thank you to the OcularIP customers and partners that presented how OcularIP is leading the way in LSO functionality during the MEF’s GEN15 show! HIGHLIGHTS FROM THE SHOW PROOF OF CONCEPT We heard from several people including MEF officials, that the Proof of Concept from Cox with Accedian’s VisionMETRIX was the leading demonstration of LSO functionality at GEN15! Congratulations to the teams at Accedian and Cox Business. LSO HACKATHON Our own Jeremy N gained notoriety in the LSO Hackathon contributing to the development of LSO APIs that will enable all users to take advantage of OcularIP’s: Multi-operator LSO performance assurance monitoring and reporting functions! Integrated Network on Demand functions. Support for 240+ technologies today Integration w/ SDN, REST, SSO APIs. Meet AT&T and all CTBH report mandates. SOLVING GLOBAL LSO!

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Tansport Provider Customer Portal Login Screen

CEM for Transport Providers: The Power of Customer Portals

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Customer experience is key to your business and customer portals are a crucial way to achieve that competitive advantage. Increasingly, customers prefer to complete transactions themselves via the Internet–whenever and wherever they want–rather than having to make a call or waiting on a service provider. In fact, the market for performance portals has been growing at nearly 300% annually worldwide. The Importance of Customer Portals Think about how many customer portals you encounter in your everyday life: Curious about your phone bill? You can log in to your wireless carrier’s portal and see what everyone in your family has used, down to the minute. Want to make sure your car is in top shape? Log in to your new car’s portal and check every detail on your vehicle’s performance. Keeping an eye on energy savings? Login in to your energy provider’s website and see how much energy you’ve used this month and compare it to your previous usage. Now think about…

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Custom-Nofications

CEM for Transport Providers: Convenient Custom Notifications

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CEM, or Customer Experience Management, is becoming increasingly more important for service providers. A recent study by research company Ovum shows that transport providers are looking to enhance their relationship with existing customers and attract new ones. So much so that they are increasing their investment in CEM tools, spending $60.7 billion on IT infrastructure by 2017. A key ingredient? Allowing customers to decide how they want to manage their service experience through things like custom notifications. Custom notifications are a critical component of customer self-subscription that improve CX and allow the transport provider to reduce operating overhead and costs. Why Custom Notifications? Custom Notifications allow transport providers to: Reduce trouble ticket calls through proactive notification to clients (and internal teams) of circuit issues Select metrics and thresholds to generate the proactive alerts Improve CX via custom messages for specific clients Build client credibility as they know you are aware and working on the issue. Send notifications of problem resolution…

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AT&T report

AT&T Report Use Case: Carrier B reduced reported violations by 85%!

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Carrier B has been providing backhaul to carriers for several years. Looking to leverage their fiber, grow their revenues and confident of their service delivery, they signed an MSA with the nation’s second largest cell carrier. Soon they had turned up over a hundred towers and had built fiber into the switching centers. All was good; meeting FOC dates, turning up services, growing together. THE DREADED EMAIL: “WE WANT TO REVIEW PERFORMANCE FROM 6 MONTHS AGO” AT&T mandates all carriers to provide a specific report designed to be used to judge network performance and enforce service-level credits when SLA’s are not met. There are several challenges to providing a suitable report. One hurdle is AT&T will request reports from up to 6 months ago. Therefore, it is essential to have granular historical performance data to meet AT&T’s requirements. Another challenge is the report focuses on three (3) separate but interrelated areas where AT&T can request service-level credits. These areas include: Data Delivery Ratio (DDR) % Performance Metrics…

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network events

Use case shows control of Customer Experience pays dividends

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Your transport is the foundation of your customer’s business. Thus you are truly partnered with your customer.  Like any good partnership the key to success is relevant, timely communication. Heavy Reading and OcularIP Use Case – How Network Events Improved Customer Experience As Heavy Reading notes in its March 2015 white paper, “Service Providers gain the loyalty of their customers when they provide them with the desired experience.” So what happens when there is an incident in your network that affects your customers? If you are like many of us restoration of your customer’s service is priority number 1. It’s all hands on deck to get the network event resolved and restore service levels. However these network events typically trigger customer calls. Calls that must be answered, logged, returned and escalated. This results in a process that often keeps the customer in limbo and takes resources away from fixing the event. Thus extending the resolution process and reducing customer satisfaction. Network…

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