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Keeping the customer happy

Software defined services can lead to higher customer churn rates so QoE matters more than ever.

For service providers, there is only one true measure of success—customer satisfaction. In the end, the customer doesn’t care about the technology used to deliver their service. They only care that their service delivers what was promised. The shift to virtualized networks makes this even more critical since automated, dynamic service creation means customers can change providers very easily. Customer retention becomes solely dependent on the customer's quality of experience (QoE).

For 5G networks based on SDN/ NFV networks, the task of keeping customers happy means continuous, active monitoring of the end-to-end services, in real-time. Having active service assurance as part of the service chain, for every service, ensures 100% visibility into the customer QoE, and therefore their satisfaction.

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