O que é a QoE (Quality of Experience)?
Um guia abrangente para fornecer experiências de rede de alto nível com QoE
Aumentar a satisfação dos utilizadores nas redes modernas
Introduction to Quality of Experience (QoE)
Quality of Experience (QoE) is a user-centric metric that evaluates satisfaction with digital services, particularly in telecommunications. In this sector, QoE plays a pivotal role in assessing how users perceive network performance during activities like voice calls, video streaming, and online gaming. It focuses on key factors such as call clarity, network reliability, latency, and buffering, which directly impact user satisfaction.
Unlike traditional performance indicators that focus solely on technical aspects, QoE incorporates subjective user feedback, offering a holistic view of the user’s experience. For telecom operators, QoE insights are essential for addressing customer concerns, optimizing network resources, and supporting innovations like 5G and IoT. By prioritizing QoE, providers can enhance customer loyalty, reduce churn, and differentiate their services in an increasingly competitive market
Desde 2009, a Axiros tem sido pioneira em soluções de QoE que acedem a qualquer serviço IP exatamente como um utilizador o faria, medindo a qualidade na perspetiva do utilizador. Estes indicadores de desempenho de QoE são centrados no utilizador, quer se trate do tempo necessário para descarregar uma página Web, aceder a um serviço, efetuar uma chamada telefónica, mudar de canal de televisão ou iniciar sessão num serviço interativo. A Axiros elimina as suposições das avaliações de impacto, fornecendo informações factuais para orientar as operações, dar prioridade aos investimentos e criar SLAs.
Gestão de todos os tipos de dispositivos independente do fabricante, com garantia de interoperabilidade southbound
Quality of Experience Management (QoE Management) enables telecom brands and ISPs to monitor and enhance service quality by tracking customer satisfaction and addressing feedback proactively. Effective QoE Management reduces dissatisfaction, boosts customer retention, and identifies potential service issues before they escalate. It is a critical tool for maintaining high service standards and fostering long-term customer loyalty.
Quality of Experience Monitoring
QoE Monitoring assesses and analyzes user satisfaction with a service or application by measuring digital service performance from the user’s perspective. It integrates technical metrics and subjective user feedback to provide actionable insights. This ensures consistent service quality by identifying and resolving issues such as latency and buffering.
Why Choose Axiros for Monitoring and Management of Customer QoE?
Axiros' QoE monitoring solution is a powerful choice for telco brands and ISPs aiming to improve Customer Quality of Experience in data and VoIP services. It monitors QoE across various network types, including FTTX, DOCSIS, LTE, and DSL, with a device-agnostic approach that ensures consistent performance monitoring across all infrastructures and devices. The solution aggregates and analyzes extensive quality and traffic data, offering actionable insights to address performance bottlenecks and improve service delivery.
Its seamless integration with OSS/BSS systems simplifies adoption, avoiding extensive configuration changes while maintaining operational efficiency. With no need for third-party software, the solution streamlines implementation and reduces costs, making it a cost-effective and efficient choice.
Real-time data empowers service providers to proactively resolve issues, minimizing disruptions, improving network performance, and enhancing customer satisfaction. Its scalable, future-proof design ensures long-term reliability as networks grow and evolve. Axiros' QoE monitoring solution helps service providers consistently deliver exceptional experiences, reduce churn, and maintain a competitive edge in the dynamic telecom industry.
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QoE solutions provide real-time insights into user satisfaction and network performance by tracking parameters like latency and error rates. They help identify and resolve issues proactively, optimize resource allocation, and improve overall service reliability. These measures enhance customer satisfaction, reduce downtime, and minimize operational costs, making QoE solutions integral to service improvement strategies.
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Businesses can improve QoE by analyzing monitoring data to identify key issues and prioritize impactful solutions. This may include optimizing network performance, leveraging predictive analytics, and implementing regular system updates. Staff training and a customer-centric approach—where user feedback guides service enhancements—are also essential for maintaining high QoE standards.
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QoE Monitoring is essential for ensuring user satisfaction and loyalty. By addressing issues like poor audio-visual quality or service interruptions, providers can meet user expectations and improve customer retention. It also offers insights into user behavior, enabling providers to tailor services and maintain a competitive edge in the market.
Challenges of Undifferentiated Service Quality in Modern CSPs
Atualmente, os CSP não diferenciam frequentemente a qualidade dos seus serviços nem oferecem incentivos especiais com base no potencial de receitas. A maioria das políticas de serviço baseia-se numa abordagem de melhor esforço, tratando todos os clientes e serviços da mesma forma, o que resulta numa largura de banda partilhada e em problemas comuns de latência e velocidade da rede.
Essa falta de diferenciação, especialmente para serviços de dados pesados e sensíveis à latência, como vídeo, leva a uma QoS reduzida e a uma experiência ruim para o cliente. Além disso, o modelo de entrega de melhor esforço limita a capacidade dos CSPs de oferecer serviços personalizados a clientes premium, levando à perda de oportunidades de upselling e agrupamento.
Uma QoE indiferenciada também frustra os clientes premium, que esperam um serviço personalizado, como se vê em sectores como a banca e o retalho. Além disso, as más experiências dissuadem os consumidores de se envolverem com os conteúdos, reduzindo o potencial de receitas no sector Telco-Media.
Os nossos produtos baseados em QoE
Todos os produtos Axiros podem ser implantados e operados "On-Premises " ou "as a Service".