In my role as a Solutions Engineer at Procera, I get to meet with carriers of all sizes and types (fixed, wireless, mobile, a combination of some, or all three) and they all are trying to find tools that allow them to measure their subscriber’s quality of experience (QoE). What they are finding however, is most of these tools are eye-candy-like representations of what could be considered at best the traditional, low-level engineering-based KPIs (Key Performance Indicators) and at worst non-representative of the user’s true experience.
Further to understanding the true customer experience, you need to measure and quantify the network quality at the same layer that the user is experiencing it; IP. Yet there are many elements in the user data plane that contribute to QoE. Having a solution that is able to integrate the IP view, with access-agnostic topology and quality information gathered from a few key elements along the user data plane, allows for a complete and end-to-end view of the subscriber QoE.
It’s for these reasons that our recently launched Scorecard solution has been receiving such positive feedback from carriers that are looking to understand their network quality and performance from the users quality of experience point of view. Scorecard is able to present a representation of the network’s capabilities to deliver quality services in rating terms that carriers can understand (A-F) for the things that their customers do (web browsing, streaming video, gaming, etc).
After all, people don’t call into Customer Care Centers complaining that “…my latency is really high…” or “…I see a lot of packet loss…” Rather they say, “I can’t get my streaming media to play in HD”, “My video keeps stopping/starting”, or ultimately the all encompassing “My service is terrible.” Scorecard will arm carriers with the information to address these real user problems.
More forward-looking carriers are not satisfied with simply measuring and reporting on their networks, they want to have the capability to take real-time, proactive, as well as reactive steps, to improve the subscriber’s QoE, primarily during times of congestion.
This includes expected congestion (time of day/busy hour) or unexpected congestion (network failures, misconfigurations, etc.). Regardless if it is expect or unexpected, every carrier experiences network congestion.
Integrating Procera’s PacketLogic Congestion Management solutions and leveraging the access-agnostic topology and quality information gathered from those same key elements along the user data plane (e.g. APs, WLCs, CMTS, DSLAM) for Scorecard, gives a unique end-to-end view of the user experience. PacketLogic’s advanced Active Queue Management techniques and traffic Fairness options, allow operators a single touch-point for congestion management policy enforcement across any and every access network.
All of us here at Procera work every day to make the subscribers’ experience better and we are excited to watch ScoreCard help make that happen.
Watch the ScoreCard demo webinar below or check out the video here.