Service Assurance Bridges the Gap Between Reality and Expectation, Part 1: Demand-Side Analysis

Thomas Fuller’s famous quote, “Good is not good where better is expected,” aptly sums up human behavior. Expectation is a fundamental attribute of human nature and anything that does not meet a person’s expectation breeds disappointment.

From Yankee Group’s technology perspective, the vision of the Anywhere NetworkTM emulates this philosophy, in that it brings unprecedented service opportunities to the end user. However, the only way to create customer stickiness is to fulfill customer expectations by consistently providing the quality of service (QoS) they want.

I. Customer Experience Is the Key to NGN Success

II. Fundamental Ingredients of Service Assurance Solution Offerings

III. NGN Services and Service Assurance Challenges

IMS

IPTV

IV. Conclusions and Recommendations

Recommendations

Recommendations for Carriers

Recommendations for Vendors

V. Further Reading