¿Qué es Quality of Experience (QoE)?
Una guía completa para ofrecer experiencias de red de primer nivel con QoE
Aumentar la satisfacción de los usuarios en las redes modernas
Introduction to Quality of Experience (QoE)
Quality of Experience (QoE) is a user-centric metric that evaluates satisfaction with digital services, particularly in telecommunications. In this sector, QoE plays a pivotal role in assessing how users perceive network performance during activities like voice calls, video streaming, and online gaming. It focuses on key factors such as call clarity, network reliability, latency, and buffering, which directly impact user satisfaction.
Unlike traditional performance indicators that focus solely on technical aspects, QoE incorporates subjective user feedback, offering a holistic view of the user’s experience. For telecom operators, QoE insights are essential for addressing customer concerns, optimizing network resources, and supporting innovations like 5G and IoT. By prioritizing QoE, providers can enhance customer loyalty, reduce churn, and differentiate their services in an increasingly competitive market
Desde 2009, Axiros ha sido pionera en soluciones de QoE que acceden a cualquier servicio IP exactamente como lo haría un usuario, midiendo la calidad desde la perspectiva del usuario. Estos indicadores de rendimiento de la QoE se centran en el usuario, ya se trate del tiempo que tarda en descargar una página web, acceder a un servicio, realizar una llamada telefónica, cambiar un canal de televisión o iniciar sesión en un servicio interactivo. Axiros elimina las conjeturas de las evaluaciones de impacto, proporcionando información objetiva para guiar las operaciones, priorizar las inversiones y construir SLA.
Gestión de todos los tipos de dispositivos independientemente del fabricante, con garantía de interoperabilidad southbound
Quality of Experience Management (QoE Management) enables telecom brands and ISPs to monitor and enhance service quality by tracking customer satisfaction and addressing feedback proactively. Effective QoE Management reduces dissatisfaction, boosts customer retention, and identifies potential service issues before they escalate. It is a critical tool for maintaining high service standards and fostering long-term customer loyalty.
Quality of Experience Monitoring
QoE Monitoring assesses and analyzes user satisfaction with a service or application by measuring digital service performance from the user’s perspective. It integrates technical metrics and subjective user feedback to provide actionable insights. This ensures consistent service quality by identifying and resolving issues such as latency and buffering.
Why Choose Axiros for Monitoring and Management of Customer QoE?
Axiros' QoE monitoring solution is a powerful choice for telco brands and ISPs aiming to improve Customer Quality of Experience in data and VoIP services. It monitors QoE across various network types, including FTTX, DOCSIS, LTE, and DSL, with a device-agnostic approach that ensures consistent performance monitoring across all infrastructures and devices. The solution aggregates and analyzes extensive quality and traffic data, offering actionable insights to address performance bottlenecks and improve service delivery.
Its seamless integration with OSS/BSS systems simplifies adoption, avoiding extensive configuration changes while maintaining operational efficiency. With no need for third-party software, the solution streamlines implementation and reduces costs, making it a cost-effective and efficient choice.
Real-time data empowers service providers to proactively resolve issues, minimizing disruptions, improving network performance, and enhancing customer satisfaction. Its scalable, future-proof design ensures long-term reliability as networks grow and evolve. Axiros' QoE monitoring solution helps service providers consistently deliver exceptional experiences, reduce churn, and maintain a competitive edge in the dynamic telecom industry.
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QoE solutions provide real-time insights into user satisfaction and network performance by tracking parameters like latency and error rates. They help identify and resolve issues proactively, optimize resource allocation, and improve overall service reliability. These measures enhance customer satisfaction, reduce downtime, and minimize operational costs, making QoE solutions integral to service improvement strategies.
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Businesses can improve QoE by analyzing monitoring data to identify key issues and prioritize impactful solutions. This may include optimizing network performance, leveraging predictive analytics, and implementing regular system updates. Staff training and a customer-centric approach—where user feedback guides service enhancements—are also essential for maintaining high QoE standards.
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QoE Monitoring is essential for ensuring user satisfaction and loyalty. By addressing issues like poor audio-visual quality or service interruptions, providers can meet user expectations and improve customer retention. It also offers insights into user behavior, enabling providers to tailor services and maintain a competitive edge in the market.
Challenges of Undifferentiated Service Quality in Modern CSPs
En la actualidad, los CSP no suelen diferenciar la calidad de sus servicios ni ofrecer incentivos especiales basados en el potencial de ingresos. La mayoría de las políticas de servicio se basan en el enfoque del mejor esfuerzo, tratando a todos los clientes y servicios por igual, lo que da lugar a un ancho de banda compartido y a problemas comunes de latencia y velocidad de la red.
Esta falta de diferenciación, sobre todo en servicios con gran volumen de datos y sensibles a la latencia, como el vídeo, reduce la calidad de servicio y perjudica la experiencia del cliente. Además, el modelo de entrega "best-effort" limita la capacidad de los CSP para ofrecer servicios personalizados a los clientes premium, lo que hace que se pierdan oportunidades de upselling y bundling.
Una QoE indiferenciada también frustra a los clientes premium, que esperan un servicio personalizado, como se observa en sectores como la banca y el comercio minorista. Además, las experiencias deficientes disuaden a los consumidores de interactuar con los contenidos, lo que reduce el potencial de ingresos en el sector de las telecomunicaciones y los medios de comunicación.
Nuestros productos basados en la QoE
Todos los productos de Axiros pueden implantarse y utilizarse "in situ " o "como servicio".