A global customer experience management architecture

Author

Cuadra-sánchez, Antonio ; Cutanda-rodríguez, Mar ; Pérez-mateos, Ismael ; Aurelius, Andreas ; Brunnström, Kjell ; Laulajainen, Jukka-Pekka ; Varela, Martín ; De Vergara, Jorge E López

Author_Institution

Parque Tecnol. de Boecillo, Indra Sist. S.A., Valladolid, Spain

fYear

2012

fDate

4-6 July 2012

Firstpage

1

Lastpage

8

Abstract

The quality of experience (QoE) is one of the main research lines in ITC industry, which seeks to manage quality as perceived by users. This document analyzes and describes requirements of a QoE driven management system architecture, which has been designed in the Celtic IPNQSIS project. The architecture is grouped into different levels: Data acquisition level, Monitoring level and Control Level. Each level comprises a specific set of capacities, such as Data collector, or Traffic Monitor amongst others. The architecture described in this paper constitutes the guidelines of the IPNQSIS project in terms of a QoE ecosystem that will settle the basis of global customer experience management architecture.

Keywords

data acquisition; quality management; quality of service; telecommunication network management; telecommunication traffic; Celtic IPNQSIS project; ITC industry; QoE; QoE driven management system architecture; QoE ecosystem; control level; data acquisition level; data collector; global customer experience management architecture; monitoring level; network management; quality management; quality of experience; traffic monitoring; Customer satisfaction; Data acquisition; Electronic mail; IPTV; Monitoring; Probes; Quality of service; Monitoring; OSS; QoE; QoS; network management; probes;

fLanguage

English

Publisher

ieee

Conference_Titel

Future Network & Mobile Summit (FutureNetw), 2012

Conference_Location

Berlin

Print_ISBN

978-1-4673-0320-0

Type

conf

Filename

6294185