TM

Accelerating SOC transformation

About StratOSSTM
StratOSSTM is a customer aware quality management solution designed to deliver advanced customer intelligence
to the Service Operations Center (SOC). StratOSS enables Service Providers to proactively ensure that network and
service infrastructure delivers against customer expectation. Network operations and engineering resources can be
optimized through automation and effort can be prioritized to deliver the most value to the business.

Poor network and service quality are estimated to contribute up to 40% of customer churn. Other factors include
pricing, service device products and competitor special offers.

StratOSS provides the tools to allow operators to accurately recognize those customers who are at increased risk of
churning due to persistent poor service quality and to proactively improve their experience before they do so.

Sample Service Provider StratOSS Strategies Churn

Churn Demographic to resolve Reduction

Accurate Customer Experience

Service & Device
portfolio 30% Analysis recognizes potential
detractors
Average 20-30%
improvement in CEI in
Predictive Customer weeks per focus area
Cost & Billing 30% experience analysis enables
proactive action Resulting in reduced
churn in Bad CEI group
10-15%
Automated Root cause
Network &
Service Quality 40% analytics of service quality
issues

CEI from network performance Ranked actions to resolve CEI

varies by geography and by scores are proposed to ensure
operator strategy highest value customers
experience is improved

Figure 1. StratOSS resolution strategies to reduce churn

Service Providers transforming from network operations to service operations with StratOSS can expect the following
proven benefits:

• Reduced Network Operation Cost

• Churn Reduction
• Increased Usage
• New Subscribers

StratOSS combines Accanto’s proven expertise in operating carrier grade networks with IT technologies such as Cloud
and predictive analytics to deliver an agile, intelligent and highly automated quality management solution.

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From network operations to customer experience centre
The service operations center is a key enabler for operators that aspire to differentiate themselves based on customer
experience. A successful SOC implementation can help operators to reduce churn and improve operational efficiency.
Traditional network operations center (NOC) tools and processes are highly network focused, creating a ‘service blind
spot’ that lacks service, customer and business context.

Traditional NOC processes are oriented around the performance of individual network elements. Since individual
network element performance statistics or faults have no context about the customers and services running across
them, it is difficult to effectively prioritize where to focus expensive engineering resources. Large numbers of element
statistics effect very few subscribers.

Customers
Customer care Marketing

TM

Network operations centre Engineering

OSS OSS OSS OSS OSS

Telecoms / IT
Figure 2. StratOSS compiles and analyzes subscriber information from various sources

StratOSS lies between all of the key operational departments, compiling and analyzing subscriber information from
multiple sources. Service providers receive detailed, real-time information about the service quality their subscribers
are receiving in order to make fast and timely decisions to optimize their network. Integrating with various real-time
and non-real-time data sources StratOSS can bring results within seconds of the network event happening.

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 Network Customer Orientated Key Customer Orientated
Orientated Operations Operations

Traditional OSS systems: Customer centric tools: Business Analytics:

network investments networking investments networking investments
according to according to according to
network performance number of customers impacted best business case
Worst Cells (Congestion (%)) Worst Cells (Customers with Low QoE) Worst Cells (Key Customers with Low QoE)
5 600 52
4.8 500 50
4.6 400 48
4.4 46
300
4.2 44
200
4 42
3.8 100 40
3.6 0 38
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Misleading PM statistics: Maximised Maximised ROI and
25% of technical issues affect Customer QoE Key Customer QoE
only 1% of subscribers

Figure 3. Network efficiency and quality of experience improves with a customer oriented operations

Adding service and customer awareness enables network operations to translate network element performance to
customer impact. This basic capability allows the prioritization of engineering efforts to deliver the maximum benefit
to the most number of customers. See Figure 3.

With the addition of customer care information, the next evolution is to add customer business value to further
prioritize activities based on a customer’s individual worth to the business. High worth or VIP customers can be
identified and prioritized while low value customers can be de-prioritized. This maximizes business value and ensures
key customers continue to have expected experience. See Figure 4.

CEI degradation
Prioritized network improvements
increase CEI scores for high value
subscribers
Technical Promoter Score

Churn Line

Identify Targeted De-prioritize network

areas Actions improvements for low value
with bad CEI per region subscribers

TM
Time

Figure 4. High worth or VIP customers can be identified and prioritized while low value customers can be de-prioritized

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The Customer Experience Index (CEI)
StratOSS provides the tools to monitor services in an end-to-end context, enabling operators to prioritize actions
based on their impact to individual customers. Combining subscriber information across various systems (probe, CRM,
Customer Care, PM, FM, terminal devices) and in real-time generating a comprehensive view of the subscriber.

StratOSS enables an end-to-end view of the quality that all subscribers are receiving across all of their services, fixed
or mobile. Multiple network data sources across different network technology domains are collected with KPI’s and
KQI’s automatically analyzed in near-real-time.

StratOSS calculates a single view of individual customer experience (CEI), sometimes referred as Quality of Experience
(QoE). For every subscriber, StratOSS calculates and aggregates in near real-time key performance indicators using
monitoring data from monitoring probes (passive and active) and performance management systems. See Figure 5.

Subscribers’ expectations Subscribers’ important locations

(Profile, Subscriptions, Terminal Capabilities...) (Home, Office, Free time Activities...)

Subscriber CEI

QoS Continuously monitored subscriber QoS

Perfect Messaging
Mobile Data
Good Voice

Poor

No Service
Work Home Home Work Home Location
over Time

Figure 5. The Customer Experience Index (CEI) calculates real-time performance indicators

Service providers can gain key insight on subscriber’s behaviour and use the platform as a profiling solution. The CEI
assigned to subscribers incorporates various aspects of the service quality, including service failures, voice recall,
session setup time, throughput, and latency. The model is adaptive so that service providers can decide the aspects to
be included and how much they are to affect the CEI.

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StratOSSTM Quality Management platform
StratOSS collects, enriches, transforms, stores and analyzes essential network and service data and delivering the
following key capabilities:

• RAPID SERVICE MODELLING – Content package framework designed to allow all aspects of the system to be
configured rapidly and an SQM SDK that accelerates SQM models.

• FLEXIBLE DATA SOURCE INTEGRATION – Telecoms software middleware approach can accept data from any data
source including probe data, PM/FM, CRM, inventory, etc.

• LINEAR SCALABILITY – High performance real time SQM engine proven to capture and analyse billions of events.
Accanto database technology provides high loading and database query performance, while scalability is ensured
by the Accanto Hadoop version.

Network Use Cases

Flexible Use Case Development
• Content Package approach to declarativity
SQM NFV IOT create topologies and service models
• Cut of the box library of network analytics
• Process optimization confidence models
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Network Process Optimization Carrier Grade Scalability

• Linear scalability
• High performance
Real time network intelligence
• NoDBA solution

Adaptive Data Management

Telco Network Integration
• Vendor independent
• Built in Telco data model
Massive Volume of
• Fast adaptation with pre-built libraries
Network data and events

Probes DPI OSS (PM) OSS (FM) OSS (CM) CRM / HLR / Other
Billing

Figure 6. StratOSS enables multiple service quality management use cases

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StratOSS allows the creation of new Service Quality Management use cases through the configuration of data sources,
service models and reports without the need for any system development. Each of the configurable components can
be re-used in use cases to speed development. New external data sources can be added to existing service models
and new reports can be added to new service models.

Re-using existing components dramatically speeds time to creation of new service models. New services can be
created in weeks rather than months through configuration of the StratOSS system. Further benefits include:

• Proven integration of multiple data sources such as Performance Management, CM, FM, probes, CRM, BSS.

• Ready-made data models for fixed, mobile, and other networks for a variety of 2G/3G/4G voice and data services.

• Proven flexible service models and KPI/KQI calculations from various data sources. Creating completely new
service models is done in days rather than weeks.

• Adapters for integration of multi-vendor data sources.

• Ability to extend and include customer experience management data and ready-made data models and
algorithms to calculate customer-aware experience KPI/KQIs (Accanto CEI: Customer Experience Index).

• Ready-made flexible reporting with multi-dimensional view that can be selected by users and possibility to easily
extend to integrate with third-party dashboard and reporting tool.

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Built on the Cloud for the Telco Cloud
StratOSS is a Cloud native platform, built on open cloud and big data technologies, delivering a flexible solution
designed to run on public and private cloud infrastructures and to easily integrate with other big data and analytics
applications. The StratOSS out-of-the box network and service models accelerate time to business value from network
big data projects.

The StratOSS cloud native platform is designed to deliver the following key benefits:

• HIGH PERFORMANCE AND LINEAR SCALABILITY - StratOSS can deploy nodes on demand to process massive
amounts of data. Its adaptive data model is capable of handling missing or delayed data. A single StratOSS node
can handle 2.5bn records per day.

• EASE OF INTEGRATION – StratOSS can be deployed as a Platform as a Service (PaaS) offering allowing rapid
integration to other 3rd party analytics, cognitive or big data services.

• HYBRID CLOUD DEPLOYMENT – StratOSS can run locally on premise, in a public Cloud or in a hybrid model. High
performance nodes can run locally to collect large amounts of data, with analytics running in the public Cloud
securely integrated as a single system.

Along with underlying Cloud technology, StratOSS is designed to accommodate the industry trend of Network Function
Virtualisation (NFV). Dynamic service and resource topology changes and real time addition, or removal of data
sources support Service Providers transition to a software Telco Cloud environment.

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About Accanto Systems
Headquartered in Finland and operating Globally, Accanto Systems offers a carrier grade quality management platform
called StratOSSTM. Focused on service and customer experience, StratOSS is designed to accelerate Network Big Data
projects whilst enabling Service Provider customers to focus on use cases that deliver business value.
Accanto’s management and engineering teams have experience in multiple operator deployments both in the mobile and
fixed domain. The solution has also been used in various operators to feed their Service Operating Centres, transforming
their traditional Network Operating Centres to a near real-time SOC.

Contact: info@accantosystems.com
www.accantosystems.com
Accanto Systems copyright 2017