1. 1© 2015 EXFO Inc. All rights reserved..

2. 2© 2014 EXFO Inc. All rights reserved..
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3. Customer Experience-Driven Troubleshooting
Webinar
Janne Tanninen
Jorma Axelsson

4. 4© 2015 EXFO Inc. All rights reserved..
Contents
› Introduction – Do Not Gamble with
Your Subscribers!
› LTE Promise
› Operator Challenge
› Possible Reasons for Poor
Customer Experience
› The Proposed Approach
› Key Elements of the Approach
› Practical Examples
› The Benefits of the Approach
› Summary

5. 5© 2015 EXFO Inc. All rights reserved..
Introduction – Do Not Gamble with Your Subscribers
› Operators are launching LTE networks to differentiate their offerings and
grow revenues
› Subscribers expect superb quality of experience (QoE) for the price
premium
› It takes a new troubleshooting methodology to verify the following:
Premium quality for
business applications
Low latency for gaming

6. 6© 2015 EXFO Inc. All rights reserved..
LTE Promise
Fast Speeds and Superb QoE
Operators must be able to verify their value proposition to subscribers.
Traditional troubleshooting tools are not necessarily suited to this.

7. 7© 2015 EXFO Inc. All rights reserved..
Operator Challenge
Traditional Troubleshooting Approach
›Starts from the network view
›Does not provide insight into business drivers
›Focuses on aggregate key performance
indicators (KPIs)
›Does not support monitoring
Are you experiencing the same problems with your troubleshooting tools?

8. 8© 2015 EXFO Inc. All rights reserved..
What May Be Causing the Poor Customer Experience?
Network Complexity
Potential active or
passive probing for
L2/3 testing
Gm (UE < > P-CSCF)
Passive probing to collect key
metrics for analytics and session
data correlated across the
interfaces
Issues caused by
transmission (L2/3)
- Connectivity issues
- Congestion
- Packet loss
- Delay/Jitter
Radio
- Coverage
Potential testing
utilizing mobile agents
Interoperability between
technologies
- Network complexity
- CSFB, SRVCC
- Multivendor network
Passive probing to collect key
metrics for analytics and session
data correlated across the
technologies
Network element
performance
- Configuration
- Availability
Service quality
- Application-specific
quality parameters

9. 9© 2015 EXFO Inc. All rights reserved..
The Proposed Approach
Start from the Business Drivers
Subscribers
Network locations
Applications
Terminals
Can you currently answer these questions?
On average, In which
locations do subscribers
experience a lot of
errors?
Why does Blackberry
cause availability issues
to VIPs?
Why are the top apps
providing poor QoE?
Why did the QoE suddenly
degrade amongst heavy
users?

10. 10© 2015 EXFO Inc. All rights reserved..
Key Elements of the Approach
Combining Customer Experience with Troubleshooting
1. Customer-experience-based analysis
2. Network-based root cause analysis
› Insight into customer experience indicators
› Business drivers
› Analytics for automated findings
› Fast access from Customer Experience to root
causes
› Probing
› Network KPIs
› Control and user-plane session details
› Protocol-level data

11. 11© 2015 EXFO Inc. All rights reserved..
Example 1: Customer-Experience Monitoring
A network operations center (NOC) engineer spots a reliability issue in the network
1. Customer-experience-based analysis
2. Network-based root-cause analysis

12. 12© 2015 EXFO Inc. All rights reserved..
Example 2: Troubleshooting Based on a Trouble Ticket
A Subscriber Complains about Low Throughput at Home
1. Customer-experience-based analysis
2. Network-based root-cause analysis

13. 13© 2015 EXFO Inc. All rights reserved..
Example 3: Conducting QoE Analysis
An Operations Engineer Must Discover why a Specific Service is Slow to Answer
1. Customer-experience-based analysis
2. Network-based root-cause analysis

14. 14© 2015 EXFO Inc. All rights reserved..
Example 4: Poor-Quality Mobile Video Stream
An NOC Engineer Detects a Performance Issue in the Network
1. Customer-experience-based analysis
2. Network-based root-cause analysis

15. 15© 2015 EXFO Inc. All rights reserved..
Improve QoE to minimize churn and increase revenue
Benefits of the Approach
Increase troubleshooting efficiency to drive down OPEX
Focus on the
most
important
business
drivers and
subscribers
Accelerate
time to
resolution
Recognize
and resolve
hidden
issues
Share
insights with
other
stakeholders

16. 16© 2015 EXFO Inc. All rights reserved..
Summary
Customer-Experience-Based Troubleshooting
›Subscribers expect excellent QoE
›Troubleshooting and monitoring must
be up to date and flexible in order to
redeem the value proposition
›Customer-experience-driven
troubleshooting is the answer
to the operator challenge
›Stay tuned...we will demo the
solution at Mobile World
Congress (MWC)!

17. 17© 2015 EXFO Inc. All rights reserved..
Q&A
Speakers
Jorma Axelsson
Senior Product Manager
EXFO
+358403010207
jorma.axelsson@exfo.com
Janne Tanninen
Product Manager
EXFO
+358403010488
janne.tanninen@exfo.com

18. 18© 2015 EXFO Inc. All rights reserved..