Frameworx Home

Application Framework (TAM)

Business Process Framework (eTOM)

Business Process Framework Flows

Information Framework (SID)

Business Metrics High Level

All Diagrams

Frameworx Processes

Frameworx Applications

Information Framework ABEs

Frameworx Metrics

Views

Frameworx Application: Customer Experience Monitoring

Category: (2) TAM Application Type

Application Identifier: 5.5.12

Maturity Level: 4

Overview

Customer Experience Monitoring (“Monitor”) provides the necessary functionality for continuous monitoring of operational factors that qualify the customer experience such as financial (billing overage, payment, abnormal fee etc.), usage (failed attempts at using a particular service, inactivity or sudden decrease in usage of certain service etc.), technical (network related such as dropped calls, internet access problems, video buffering etc.; device related such as battery draining, configuration mismatch, etc.), Customer Influence and Churn Risk Analysis and the like. This should also include monitoring of relevant events from external sources such as Social Media, 3rd Party sites etc.

Functionality

Customer Experience Monitoring functionality includes:

·         Complex event framework to capture events from relevant BSS sources such as Billing, CRM etc.

·         Ingesting real-time feeds from relevant sources into a consistent and smart structure for processing

·         Connectors to different sources exposed by the source or built within the framework to get data

·         Gathering of customer interaction events/data from all channels (agent interaction/notes, web/device click analytics, retail transactions, etc.), including receiving information from Customer Interaction Collection & Storage

·         High-volume technical events from network probes, device agents, etc.

·         Ability to aggregate and map the above into a consistent model of the customer (see Customer Context Map).

Supported Business Services

(2) TAM Application Type Customer Experience Monitoring

Appears on these diagrams:

Issues

  • Application Framework 13.0 Addition

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:31