Service Quality Manager
According to the Nokia 2014 Acquisition and Retention Study, service quality is the number one reason for subscribers to stay loyal to their mobile operator. Yet the flip side is the growing pressure on operators to be more efficient. How can an operator ensure superior service quality for its subscribers and still achieve top-flight efficiency?
Caroline Chappel from Heavy Reading on OSS Assurance (Nov 2013):
Nokia Service Quality Manager (SQM) identifies how service quality for key services, such as Voice over LTE or video, is being degraded. This empowers service operations teams to prioritize troubleshooting and corrective actions according to their impact on services at key locations. The result? Service problems are resolved substantially more quickly – in some cases in less than one hour instead of a day or more.
SQM addresses mobile broadband and LTE challenges by simplifying the complexity of service operations, providing more than just an overview of the data. It provides a single point of entry for accurate and real-time service quality insight based on best-in-class service models and service quality indicators. SQM correlates the relevant network and transactional data to give a holistic picture of service behavior and performance.
The business benefits
With SQM, operators can gain significant operational and business benefits, and ensure superior service quality for customers.
- Higher service use through better network quality
- Fewer service-related complaints and faster service restoration
- Fewer site visits thanks to prioritization of corrective actions based on service impacts
- Faster alarm handling due to improved network availability
Why Nokia Networks?
Our Operations Support Systems (OSS) bring together pre-integrated software and related professional services across the network, IT and the entire customer lifecycle.
More than 25 operators use Nokia Service Quality Manager globally and we deployed the first Service Operations Center (SOC) in the world.
SQM is supported by Nokia Networks professional services to integrate, optimize and adapt the content for an operator’s multitechnology, multivendor environment.