Business Assurance: How Network Assurance Delivers Seamless Customer Experience for CSPs

In the rapidly evolving telecommunications industry, delivering a seamless customer experience has become more critical than ever. With the rise of 5G, IoT, and digital transformation, telcos are facing increased pressure to maintain service quality, ensure robust network performance, and provide a customer-centric approach. Business Assurance, particularly Network Assurance, plays a pivotal role in helping telcos achieve these goals. This blog will explore how Network Assurance supports seamless customer experiences, the key challenges telcos face without it, and how a comprehensive Business Assurance framework can mitigate these issues while driving operational excellence and profitability.

The Role of Network Assurance in Business Assurance

Business Assurance encompasses various facets, including revenue assurance, cost management, customer experience, and network performance. Network Assurance specifically focuses on ensuring that the network infrastructure, service delivery, and customer-facing aspects work in harmony to provide an uninterrupted and high-quality service. A critical component of this is network usage management, which involves the accurate accounting of service usage within the network, recording this information, and managing it as it is collected from the switching infrastructure to its delivery to the various rating and billing processes. For telcos, this means efficient monitoring, real-time data analysis, and proactive identification of potential issues, all of which are crucial for maintaining customer trust and loyalty.

Why Network Assurance Is Essential for Telcos

The integration of 5G networks has revolutionized telecommunications, enabling faster data speeds, low-latency communication, and the growth of IoT. However, it has also introduced complexities in network management, service assurance, and capacity planning. Network Assurance helps address these challenges by providing a framework for continuous monitoring, analysis, and optimization. Here are some critical aspects of Network Assurance:

1. Service Launch & Management: The successful launch and management of new services require stringent monitoring and automated controls for service provisioning, usage generation, charging, and billing. Network Assurance ensures compliance across retail customer services and B2B contracts, providing a smooth onboarding experience for enterprises, MVNOs, OTT providers, and IoT devices. By streamlining these processes, telcos can quickly introduce new services while maintaining high service standards.

2. Usage & Event Rating: Network Assurance also involves near-real-time reconciliation of usage across the 5G ecosystem. This includes usage metering and billing for connected services, ensuring accurate pay-ins and pay-outs within partner ecosystems. Reliable usage and event rating prevent revenue leakages and ensure transparent billing for customers and partners.

3. Customer Experience Enhancement: A robust Network Assurance framework enhances customer experience by monitoring service performance, handling customer complaints, and ensuring SLA compliance across multiple dimensions. With predictive analytics, telcos can proactively address issues before they escalate, thereby maintaining high levels of customer satisfaction.

Network and Usage Management: A Critical Component of Network Assurance

One significant area where Network Assurance is vital is in Network and Usage Management. Accurate accounting of service usage within the network and managing this information from the switching infrastructure to the billing process is essential. Issues in this area include network security, equipment management, network routing, and data integrity. Internal and external fraud risks can also emerge without proper assurance systems.

Examples of Network and Usage Management Issues:

1. Invalid Customer Allowed to Make Calls (Mobile Operator)

• • Type of Leakage: Revenue leakage
  • Area of Business Responsible: Technology
  • Description: Losses occur when a device connected to the network generates usage events with chargeable elements, but there is no billing process in place.
  • Root Cause: Postpaid users who requested disconnection were marked as disconnected in the CRM/Billing systems, but the information was not updated in the Home Location Register (HLR).
  • Detection: Discrepancies were identified by comparing lists of active users across the HLR, Billing, and CRM systems.
  • Correction: The HLR database was updated to match the CRM system.
  • Prevention: Improved processes for updating CRM and HLR systems, with regular comparisons of active users across systems.

2. Call Detail Records (CDRs) Not Produced (Fixed Line Operator)

• • Type of Leakage: Revenue leakage
  • Area of Business Responsible: Technology
  • Description: CDRs for certain external routes were not generating usage records, affecting billing accuracy.
  • Root Cause: New routes introduced with interconnect partners had default settings that did not generate usage data.
  • Detection: Discrepancies in invoicing with partners highlighted issues in traffic records.
  • Correction: Post-event CDR generation was not possible.
  • Prevention: Ensure all routing changes are communicated to the Business Support System (BSS) community, and conduct periodic analysis to identify zero-usage trunks.

Key Risks in Network Usage and Their Mitigation

Telcos face multiple risks related to Network and Usage Management that can lead to revenue leakage. Some common risks include:

1. Authentication Failures

• • Risk: Incorrectly blocking legitimate users or erroneously allowing unauthorized users (e.g., prepaid users with negative balances or unregistered roaming users).
  • Prevention: Implement stricter controls around authentication and authorization to prevent unauthorized access and service disruption.

2. Failure in Event Collection

• • Risk: Missing or corrupted records due to issues in collecting event data can result in incomplete billing.
  • Prevention: Regular audits of data collection processes and robust error-handling mechanisms in the mediation platform.

3. Quality of Service (QoS) Compromises

• • Risk: Network outages, congestion, or downtime affecting prepaid systems can lead to significant revenue loss.
  • Prevention: Implement redundancy measures, proactive maintenance, and real-time monitoring to ensure consistent QoS.

4. Incorrect Event Processing

• • Risk: Errors in event processing, such as incorrectly rounding or consolidating partial records, can lead to overcharging or undercharging.
  • Prevention: Develop robust algorithms and validation checks to ensure accurate data transformation during mediation.

Key Challenges Without Network Assurance

Without a robust Network Assurance system, telcos may face several challenges that can impact their ability to deliver seamless customer experiences and maintain profitability:

1. Lack of Real-Time Monitoring: Inadequate real-time monitoring of network usage, service capacity, and quality can lead to service disruptions, opportunity loss, and customer dissatisfaction. Continuous and near-real-time monitoring is essential for understanding customer adoption patterns and network performance.

2. Inaccurate Capacity Analysis: Poor analysis of customer adoption, required capacity, and the impact of new 5G product launches can lead to inaccurate projections. This can affect subscriber adoption, revenue forecasts, and cost management, making it difficult for telcos to make informed strategic decisions.

3. Incomplete Service Onboarding: Inadequate service onboarding assurance can lead to issues with end-consumer experiences and services provided to OTTs, enterprises, and IoT devices. Without a holistic approach, minor issues may snowball into larger problems, impacting customer trust.

4. Revenue Leakages: Revenue assurance issues, such as discrepancies in usage reporting, partner billing, and service throttling, can lead to significant financial losses. Lack of detailed insights on customer intelligence, product, and service performance further exacerbates this issue.

5. Operational Complexities: Managing partner contracts, service billing, and monitoring service quality across a complex network environment can be challenging without Network Assurance. It leads to inefficiencies, higher operational costs, and potential disruptions that can harm the customer experience.

How Subex Business Assurance Solutions Address These Challenges

Subex’s Business Assurance solutions are designed to help telcos address the challenges associated with network and service management. Through automation and data-driven analytics, Subex enables telcos to optimize their operations and deliver seamless customer experiences. Let’s explore some of the key features:

1. Automated Service Launch: The automated control mechanisms within Subex’s framework ensure seamless service provisioning, usage generation, charging, and billing. This is particularly beneficial for 5G, where telcos must manage complex service ecosystems. Subex’s assurance system guarantees compliance, reducing the risk of service disruptions and enhancing customer onboarding.

2. Usage & Event Reconciliation: With near-real-time usage reconciliation, Subex helps telcos manage the intricacies of the 5G extended ecosystem. This includes accurate metering and billing for connected services, validation of partner ecosystems’ pay-ins and pay-outs, and ensuring accurate revenue collection. Accurate usage reconciliation is essential for preventing revenue leakages and maintaining financial integrity.

3. Service Management & Predictive Analytics: Subex’s solution provides real-time insights into product performance, revenue, and margin reporting. By leveraging predictive analytics, telcos can proactively address customer complaints, identify potential service disruptions, and ensure SLA compliance. This proactive approach ensures customer issues are resolved before they impact the user experience.

4. Holistic Assurance for 5G: The shift towards 5G requires telcos to adopt a new assurance model. Subex’s assurance framework handles the challenges of service performance, margin leakage, and customer satisfaction through automation and analytics. This includes early adopter behavior analysis, customer satisfaction score monitoring, and the impact of internal cannibalization, ensuring a seamless service experience.

How 5G & Network Assurance Enhances Customer Experience

The customer experience is at the heart of every successful telecom operation. Subex’s Business Assurance solutions, particularly in Network Assurance, address customer experience challenges through:

1. Early Adopter Behavioral Analysis: Understanding the behavior of early adopters is crucial for the success of new 5G services. Network Assurance helps telcos identify usage patterns, potential issues, and areas for improvement, ensuring smooth service rollouts.

2. Customer Satisfaction Score Analysis: By continuously monitoring customer satisfaction scores and identifying the root causes of dissatisfaction, telcos can take corrective action and improve service delivery. This leads to enhanced customer loyalty and reduced churn rates.

3. Service Quality Management: Ensuring consistent service quality is key to retaining customers. Network Assurance allows telcos to monitor and manage service quality across multiple dimensions, proactively resolving issues and maintaining high levels of customer satisfaction.

4. Comprehensive Reporting: Subex’s solutions provide comprehensive insights into service performance, revenue, and customer intelligence. This data-driven approach enables telcos to make informed decisions, streamline operations, and offer personalized experiences that enhance customer engagement.

Conclusion: Future-Proofing with Network Assurance

As the telecom industry continues to evolve with the introduction of 5G, IoT, and digital services, ensuring a seamless customer experience has become more challenging. Telcos must adopt robust Network Assurance practices to maintain high service quality, prevent revenue leakages, and optimize network performance. Subex’s Business Assurance solutions, driven by advanced AI/ML analytics, provide the tools and insights telcos need to overcome these challenges.

From effective capacity planning and automated service launch controls to real-time usage reconciliation and proactive service management, Subex’s solutions help telcos streamline their operations, enhance customer satisfaction, and drive profitability. By integrating Network Assurance into their Business Assurance framework, telcos can future-proof their operations, maximize the ROI of their 5G investments, and deliver superior customer experiences.

For telcos looking to thrive in the next generation of telecommunications, investing in Network Assurance is no longer optional—it is essential.

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