The Next Level - VoIP User Quality Management (Cont'd)

With UQM, service providers will literally have a window into the actual customer experience. UQM monitors the quality of the voice service and can look at the amount of jitter, latency and packet loss, as well as produce a Mean Opinion Score (MOS)--a quality measurement--for the voice service. If MOS scores were to fall below a certain threshold, VoIP providers would immediately know about the issue and have the opportunity to proactively fix the issue before affecting potentially millions of customers. Combine this with an integrated fault and performance solution, and now you can not only see how your services are performing across the network, but how they are actually performing at the customer level. Knowing what is happening and where can help reduce truck rolls by being able to pinpoint the issue.



While some have raised privacy issues, UQM does not monitor what is being said, but only monitors the actual quality, enhancing the customer experience. This same technology can also be applied to data and video as well.

UQM can also be applied to other services such as wireless mobile services and IPTV. Not only does it allow operations to know what service quality is “actually” being delivered, but also allows marketing to understand the customer’s experience, a long and sought after goal. Call quality improves call times, helps to improve the brand of a service, helps to drive more revenue, and helps to reduce churn.

Combined with a fault, performance, security and diagnostic tools, UQM will provide an unparalleled management solution. This literal end-to-end understanding and visibility of services can allow service providers to identify and rectify problems before tens of millions of consumers are affected.

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