Quality of Experience Engineering for Customer Added Value Services: From Evaluation to Monitoring

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An Ecosystem for Customer Experience Management

Antonio CUADRA-SANCHEZ, Mar CUTANDA-RODRIGUEZ, Andreas AURELIUS,Kjell BRUNNSTRÖM, Jorge E. LÓPEZ DE VERGARA, Martin VARELA,Jukka-Pekka LAULAJAINEN, Anderson MORAIS, Ana CAVALLI,Abdelhamid MELLOUK, Brice AUGUSTIN and Ismael PEREZ-MATEOS

The continuous emergence of new services along with the increasing competition is forcing network operators and service providers to focus all their effort on customer satisfaction, although determining the quality of experience (QoE) is not a trivial task. In addition, the evolution from traditional networks toward next generation networks (NGN) is enabling service providers to deploy a wide range of multimedia services such as internet protocol television (IPTV), video on demand (VoD), and multiplayer games services, all on the same underlying Internet protocol (IP) network. However, managing the satisfaction level of customers to provide a good user experience has not been an easy task due to the complexity of orchestrating network and customer data sources. This chapter proposes an ecosystem that allows the management of customer experience in order to guarantee the quality levels delivered to end users, which has been defined into the Eureka Celtic IPNQSIS project and is being adapted for over-the-top (OTT) services inside the Eureka Celtic NOTTS project. The QoE ecosystem lies on a customer experience architecture formed by data acquisition level, monitoring level and control level. The work ...