SmartCare SAS Solution

SmartCare Service Assurance Solution Beyond Satisfied KPI, Collaboration for Happy End-User HUAWEI TECHNOLOGIES CO., LTD.

Content 

Trends and Challenges



SmartCare Service Assurance Overview



Successful Cases

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Service Assurance Challenges „ How to forecast resource requirements for network planning or new Go-To-Market

service & application& Smartphone launch? „ How to prevent signaling storm caused by Smartphone increase?

„ How to design and establish the platform which can support service Service Operation Enhancement

quality and end-users’ experience assurance? „ How to facing the exploding of the service and bandwidth? „ How to integrate to existing O&M process?

VIP/VAP Care

„

Reduction of Subscriber Churning Ratio

„

How to proactively care VIP and rescue VAP?

„

How to differentiate QoS for better VIP experience?

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SmartCare @Enabling Chain NPM Realize visible Networks for multivendor network

SQM Be capable to evaluate E2E service quality of different types

NPM

CEM Be conscious of each user’s perception

SQM

Service

Service

CEM

• Discovery • Improvement • Assurance

SmartCare Product

SmartCare • Multi-vendor network data capturing • PB-level data processing & storage • Real-time monitoring & query

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Content 

Trends and Challenges



SmartCare Service Assurance Overview



Successful Cases

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 5

SmartCare Solution Overview

CEM

• Evaluate service quality for individual user • Enable fast fault-demarcation & troubleshooting

SQM

• Enable accurate service quality evaluation with KQI • Proactive and preventive management of service quality

NPM

• End-to-end visualized network assurance • Integrated management for multi-vendor network

Distribution DB (Mass Storage ＆ Parallel Computing）

Embedded Probe

Interface Probe (Net Probe)

IP Probe

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Wireless Probe

3rd party Probe

CS Probe

PS Probe

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EMS/NMS

SmartCare Solution Architecture Application Layer

SQM, CEM, PM, FM

Data Processing Layer

Data Capturing Layer

Data Source Layer

Netview

Visual IP

IPTV

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MOS5200/3rd Party PM

Probes/3rd Party

IP Bearer

PS & CS Core

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MOS5100/3rd Party FM

PM Mediation

2G & 3G Radio

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FM Mediation

VAS

OSS/3rd Party

Comprehensive MBB visibility NPM

Visible Bandwidth HUAWEI TECHNOLOGIES CO., LTD.

Visible Terminal Huawei Confidential

SQM

Visible Service Content Page 8

CEM

Facilitate Network O&M NPM

SQM

Failure Cause Report Breached Alarm

KPIs Threshold

Threshold Breached Alarm Time

Network topology status

Incoming Call Flow

KPI monitoring & reporting

Call loss analysis.

Highlights： 

 

Unified operation for Core network and IP bearer network, Accurately measure the service path quality between NEs. Monitor the whole network KPI and facilitate analyzing the fluctuation of KPI. Clearly report the failure cause distribution and connect delay base on call flow segment.

Fulfill the requirement for Routine network O&M, fault location, network optimization HUAWEI TECHNOLOGIES CO., LTD.

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CEM

Improvements in SQM Process NPM



Improvements of SQM process: 

Moving from KPI monitoring to KQI

SQM

CEM

Service Quality Trouble-shooting / Improvement / Management



Moving from Network/Cell level statistics to Subscriber level statistics



Offers : 

A much more accurate picture of the whole network and real quality that the

OoE

KQI

subscribers are experiencing. KPI

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Improved Assess-ability. Visibility and Manageability

monitoring , and then QoE management

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Subscriber level

Network/Cell level

KPI-KQI Methodology SQM

WEB/ WAP

KQI

KPI

Voice

E2E Connect Rate

Assignment Success Rate

Paging Success Rate

EMAIL

FTP

E2E Connect Duration

TCH Assignment Success Rate

MMS

E2E Call Drop Ratio

TCH Congestion Ratio

Routing Success Rate



KQI --Describe the “Real” Experience of Subscribers



KPI --Describe the Performance of Network Element

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NPM

SQM

IM

Video

CEM

Good Voice Quality Ratio

Authorize Success Rate

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...

Example of KQI Monitoring NPM

WEB/ WAP



Voice

EMAIL

FTP

MMS

IM

Video

KQI Monitoring: 

Dashboards.



GIS Map.



Customized Threshold



Total View, City View, NE View, Cell Groups View.



Real-Time Alarm.

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SQM

CEM

Example of KQI Analysis NPM

SQM

CEM

Find the abnormal KPI

E2E Call Connect Rate Failure Distribution

TCH Congestion Rate Paging Success Rate LA Success Rate O-Call Connect Rate T-Call Connect Rate

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KQI-QOE Methodology SQM

NPM Step2： QoE Survey

Step 1： KQI Monitoring 1. 2. 3. 4.

1. Method：Phone survey 2. Questionnaire：Satisfaction of the quality of Service, including QoE and sub-QoE. 3. Performer：Call center (Trained by QoE Experts) 4. Sample Size: 900~1,000 users from those monitored 5. Potential Risk: Might annoy the end users, how to control?

Precision：KQIs for use of each specific service Time Span: 2~4 weeks, 7*24 hours Sample Size：About 20,000 Sample Structure：User groups of different user behavior, and from different regions.

1

Objective

2

Subjective QoE score from phone survey

Data from KQIs monitoring KQI Monitor

3

QoE Survey

Mapping KQI to QoE Step3： QoE-KQI Modeling Method：Regression analysis+

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CEM

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The Methodology of deriving KQIs and QoE NPM

Perception

CEM

User QoE

User  Set up Customized Service Model

SQM

QoEn=f( KQI1,KQI2.. … KQIn), f( KPI1,KPI2.. … KPIn)

 Define KQI from end user’s view Service Quality

Data services KQIs

Voice services KQIs

KQIn=f( KPI1,KPI2.. … KPIn) Network Performance Radio KPIs

Node B HUAWEI TECHNOLOGIES CO., LTD.

Bearer Network KPI’s

RNC

MSS/ MGW

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IP Network

Core Network / VAS KPI’s

MSS/ RNC MGW Page 15

Node B

QoE Modeling Case in Philippine NPM

SQM

 QoE Score Surveyed by Third-Party: 4.12

 QoE Score based on Modeling Formulation: 4.07 Access Success Rate（%）

99.13

Access Delay（Second）

6.93

Call Drop Rate（%）

1.17

Voice Service Quality

3.4

Estimated QoE Score

4.06967

QoE-KQI Modeling Based on KQI Monitoring and QoE Survey HUAWEI TECHNOLOGIES CO., LTD.

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CEM

CEM Solution Component NPM

Device

Providing way to find out the bad user experience and perform the optimization more efficiently

SQM

CEM

Providing visibility to specific device types being used by the customers

VAP Rescue

VIP Care Accurately measuring the experience of VIP and quickly handling their complaints

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Enable Consistent VIP Assurance NPM

SQM

Benefit to Operator:  Network and Service Problems Can Be found and Resolved in Advance, Which Proactively Prevent Users’ Complaints.  Fast Response to VIP User’s Complaint with High Efficiency and Lower Cost.



VIP-Oriented Cell Optimization



VIP-Oriented Service Optimization



KQI monitoring and Analysis on VIP

Group /Individual

VIP-Oriented Network Optimization

Enable VIP Experience Improvement



VIP Failure and Location Analysis

VIP CARE Efficient VIP Complaint Handling

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

Real-time E2E Call Trace



Elaborate Historical Call Records

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CEM

Example of VIP Assurance NPM

SQM

VIP Transaction

VIP Failure Distribution

VIP Distribution

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CEM

Enable VAP Rescue NPM 

By Service KQI Assessment

NO

VAP Problem Segregation

VAP Ratio Reduction



By Region



By Network (Radio, Core, SP…)





CEM

VAP Definition 



SQM

By Device

Yes VAP Definition

End

… KQI Monitoring

Solutions 

CDR and Call Flow Analysis



Handset Performance Evaluation



Typical Failure Cause Analysis

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VAP Report

VAP Problem Segregation

Solutions

Benefit : Lower VAP Ratio & Less End-User’s Complaints

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Example of VAP Definition and Segregation NPM

VAP Classified by KQI and identify different level of VAP Groups

Failure cause distribution and Problem location

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SQM

CEM

Smart Phone Analysis NPM Various Terminal models, how about their work in network?

Solution: • Identify SmartPhone brand by IMEI. • Smart phone report associate with VIP and GIS. • Analyze the traffic and KPI by phone type, brand & model. Benefits: • Find the bad performance Handset • Analyze the trend and the impact of Smart Phone. • As a reference for tariff package design HUAWEI TECHNOLOGIES CO., LTD.

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SQM

CEM

Content 

Trends and Challenges



SmartCare Service Assurance Overview



Successful Cases

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 23

Global Commercial Deployment SmartCare typical application

Shared information

Comprehensive & flexible network monitoring

Rank No.1 in China, developed fast over the world

2011 new breakthrough 14 new commercial sites in 2011

NetView Core CS/PS + VisualIP + Nastar

Austria Pakistan

NetView CS Pakistan

Sweden

Saudi

NetView PS (embedded probe) + Nastar 

NetView Core CS/PS + RAN 

Saudi VisualIP Mexico

Austria

NetView PS (embedded probe)

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30+ global cases 500+ employees



Joint R&D team



High-end Expert Huawei Confidential

Sweden

Hong Kong

Hong Kong

Mexico

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Iraq

Peru + Ecuador

Shenzhen Universiade Network Assurance Background „The 26th World University Games was held in Shenzhen China on August 12, 2011 „ Shenzhen Mobile wants to assure the quality of communication services and improve end-user experience during the Universiade.

Highlight of SmartCare „ Huge Capacity: 16M users, 32 VMSC, 12 GMSC, „ E2E Real-time Monitoring: Alarm delay < 1second, Report generation < 30 seconds „ Reliable Storage: 30 days CDR,65T storage capacity „ Abundant Services: Service performance analysis, Customer experience analysis, Market supporting

Outstanding Award by CMCC • “Huawei's outstanding SmartCare technology and cooperation throughout the 2011 World University Games resulted in flawless mobile communications.” -- said by the Director of Shenzhen Mobile Maintenance Department. HUAWEI TECHNOLOGIES CO., LTD.

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Optimize The Bad Experience China Unicom: Reducing 57.6% of the User Complaints

End-user complaints for 3G data service of Jinan Unicom are declined by

57.6%, from 4.4 (per 10,000 users) to 1.9 (per 10,000 users). Data source of complains: Customer service center of Jinan Unicom  Data source of the 3G users: Network Optimization department of Shandong Unicom

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End-User Satisfaction China Mobile：100% VIP Subscriber Experience Care Routine KQI monitoring, triggers network optimization

50% of potential complaints are found in advance

100%VIP Experience Care

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Thank You

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