Business-Oriented customer experience management

Abstract

The main factor contributing in the revenues' growth of mobile operator is the delivery of a good QoE for their subscribers. For that reason, many interests have been focused on the enhancement of the QoE perceived by customers. In this paper, we propose a new CEM approach called Business Oriented CEM. It ensures the increase of the operator revenue while keeping a high QoE for the customer. This approach is presented through a troubleshooting uses case. The extra profit is around 20% per user per day using the present model while providing a satisfying QoS for the customers.