In her latest "Eye On The Carriers" column for Network World , Johna Til Johnson explains her "immutable laws" of telco economics. In a nutshell, she says providers who deliver multiple services over the same pipe will win, as long as they invest in the customer service infrastructure that will assure those services meet or exceed customer expectations.
NetScout has been thinking along those same lines lately, and you'll see us at several service provider venues in upcoming months as a result-- including TeleManagement World in Dallas and 3GSM in Barcelona .
Providers we've been talking to know they need to:
Improve service levels. They need early-warning capabilities and rich diagnostics so they can limit the impact of performance disruption on revenue and customer satisfaction.
Ramp up new services faster. They need scalable, carrier-grade architecture that can easily be configured to track, monitor, and report against key high-value customers and newly deployed services.
Reduce MTTR. They want a top-down approach that provides comprehensive visibility into Key Performance Indicators (KPIs), traffic flows, and packets to allow operations teams to rapidly identify, pinpoint and correct problems, even before customers are impacted.
Johnson is right and providers understand: network, customer and service assurance are interdependent, and are the keys to future success.
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