50
INTERVIEW
ISSUE 05 2014
networks similarly demands a greater use of performance tools. “Telecoms is a very unforgiving environment to work in compared to the classic enterprise data space,” he continues. “When you’re focused on supporting truly real-time services such as video and VoLTE where the human eye and ear will spot even the smallest degradation in quality, it’s critical that issues like latency and packet loss are resolved before they impact the customer experience. On top of that, network signalling in a number of different contexts is expanding almost exponentially and this issue too has the potential to cause serious performance issues in poorly scaled networks.”
From the lab to the real world Ensuring that KPIs are met – and that those KPIs are actually meaningful in terms of their real world impact – also calls for an ability to carry out root cause analysis and identify quickly which interfaces or equipment are causing the behaviours. Jacq sees this as being an ongoing, iterative process. “You obviously start by benchmarking equipment in the lab, checking for possible interoperability issues and generating regular reports to be shared with the top management of both the CSP and the vendors involved. As network rollout goes ahead, the fact that all the KPIs are showing green on
Network signalling in a number of different contexts is expanding almost exponentially and this issue has the potential to cause serious performance issues in poorly scaled networks
the dashboard gives huge reassurance just at that time in the CSP’s lifecycle when it’s most vulnerable to loss of trust in its brand.”
While such a holistic vision is naturally crucial for the overall operation of the network, Jacq also highlights the increasing segmentation of many CSPs’ customer markets. “Data services are radically challenging the old universal service model,” he says. “There’s an increasing trend over the last few years for CSPs to focus on retaining their most valuable customers and growing the upselling opportunities amongst them. We’re all familiar with the overheads and difficulties involved in winning back a lost high value customer and it makes much more sense not to lose them in the first place. If you’re able to properly understand these subscribers and how they use their devices, then you can start to ensure that they do receive a truly premium service that will keep their loyalty.” LTE
CSPs have access to an unrivalled set of information about the location and activities of tourists and travellers
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