Customer Service Assurance

The white paper was prepared by Stratecast Senior Consulting Analyst Karl Whitelock and Tekelec and provides an update on the latest industry convergence trends, definitions around customer centric quality of experience and quality of service. There is a section on Tekelec's focus on Customer Service Assurance (CSA) and IAS solutions for measuring customer service usage.

This white paper also contains five case studies on different types of customer service assurance implementations: smartphones; customer roaming; real time service monitoring; mobile customer service preference; and the mobile web access experience. Senior Consulting Analyst Karl Whitelock provides the Stratecast perspective on business transformation involving the important aspects of customer care and how CSA tools can support the growing demand for addressing customer problems. Data traditionally used for monitoring network performance is now used to address a growing variety of other business needs. Many organizations are now recognizing how measures of the customer experience are providing insight into effective customer management.