23.

7% Exceptional User Experience

Traditional KPI Matched with NPS poor Area
(Operator C)
CEM
Customer Customer Service
NPS CEI KQI

Big Data Analytics

NOC & CRM

Poor Area Based on NPS Poor Area Based on KPI

Traditional way of KPI is hard to mange Customer CEM is a bridge between network property and truly
Experience in digital era user experience
 Marketing
Campaign： Extensive  Moment of truths
Take-up Rate：0.1%  4%~8%
Churn：10%  8.4%

O&M Customer Care

Objects：Network  Per user Per Service Daily work： Manually  Automation
Response：Day  Minuets Digitized：20%  80%
Monitor：Hourly  15 Seconds MTTR：25% Improved

CEM

Planning Optimization
Targets：Capacity  CX & Business Value Matrix：KPI  User Experience Index
Decision-making period：4 months  2 weeks Methodology ： Manually  Machine Learning
Management
Customer
Application OTT Service KQI VIP IOT CEI NPS
Care
Cube
Editor App Service
Data access and subscription API Gateway Data Visualization Service openness

System
Manger Decision Engine User Profile Hadoop Distribute Storage & computing Data
integration
RTD
and sharing
App Cube Base HBASE CarbonData Spark SQL
Demarcation Engine
Manager
SOC

Geo-location Data Process

Meta Data Stream Process（CEP） Butch Process（IMC） Tracing（RTMU,PA） DSI
GIS

Collection &
Security Pre-process Adaptation（MED，CMA） Correlation（CAU, UDB） Encryption & Desensitization
Privacy
Data Collection（DPU，DGW）

xDR xDR

NetProbe3010 NetProbe9000 CHR/MR PM/FM..

2/3G PS, EPC, IMS CS Core Wireless OSS/BSS

Network Interfaces Capability
Data：2/3G PS，LTE，5G NSA，CUPS，NB-IoT Voice：VoLTE，VoWiFi，2/3 CS，CSFB，VoBB
Huawei CEM UC / Operator Pain Point Overview
Network Service Optimization Customer Care Marketing

E2E Voice Tracing Service KQI Management Cell Unified Analysis VIP Assurance Churn Prediction

Protocol Analyzer VoLTE Assurance Smart Insight Dashboard Digital Customer Care CEI Modeling

Network NPS
Network Topology OTT Management Customer Care Assistant
Improvement

Customer Complaint
Network Performance IoT Assurance E2E Marketing
Handling

Video Service Customer Complaint

Roaming Assurance
Management Mining
E2E Voice Tracing
Benefits

Real-time present E2E signaling flow,

help operators deal with the complaints
and network issues

Filters
Highlights

 Cross-domain correlation (VoLTE，

CSFB and VoWIFI)
 Both user plane & control Plane
 Less than 20 seconds delay
 Roaming Assurance
Benefits

Ranking real time GRQ KPI & RCA based on

PLMN to help timely fault diagnose &
troubleshoot, boost roaming revenue

Highlights

 Fully compliance with GRQ indicators

 Drilldown to RCA and signal tracing
 Roaming Loss & Gain & Anti-Steering
awareness
Cell Unified Analysis
Benefits

Provide the precision management for the

cells base on big data and machine learning
technology to improve efficiency

Highlights

 3 million cells self-learning threshold

Dynamic Threshold
and monitor
 Cell alarm impact user analysis for
priority racking Impact Analysis

 Auto MR demarcation with multiple Association Analysis

data KQI correlation
Smart Insight
Benefits

A flexible insight into network, service and CX

indicators to supports CXO to understand the
network and decision-making.

User Service CX Indicators

Highlights

Comparison
 Flexible combination of users, service
and KQI and presented in Geo form
 Data playback and comparison
 MR integration and grid-level
presentation
Service KQI Mgmt
Demarcation

Benefits
Monitoring

Complete user experience KQI matrix

definition and the real-time monitoring
and deep analysis

Highlights

 Encrypted service modeling support

based on Huawei patent eDFI technology Drilldown
 Huawei Lead TM Forum CX Metrics
 Correlate with MR for wireless RCA
 Monitor

VoLTE Assurance
Benefits

Provide a visible, manageable, traceable,

analyzable VoLTE end-to-end user
experience management system
Demarcation

Highlights

 50+ interface, 30+ MV network

elements end-2-end correlation
 85%+ similarity between SEQ MOS
and road test MOS
 One-way, intermittent identification
 Analysis

OTT Management
Benefits
Monitor

OTT level experience management and

demarcation to help operators timely grasp
the quality of OTT and issue impact degree

Highlights
Drilldown
 Encryption OTT identify & modeling
 Dynamic self-learning threshold for per
OTT
 Fully customizable indicators
 Detailed impact user/traffic analysis
 Analysis

IoT Assurance
Benefits
Monitor

Provide identification, modeling, monitoring

and demarcation capabilities for CSP
establish the E2E IOT/NB-IoT business
Terminal
management mechanism.

Highlights

 99% + IoT service and terminal

recognition accuracy
 Leading TM Forum IoT experience
evaluation matrix
 Abnormal IoT terminal detection
 Dashboard

VIP Assurance
Benefits

Provide VVIP & VIP groups failure event

detection and RCA, manage the high value
user experience at a proactive way
Alarm

Highlights

 Failure events flexible customization Drilldown

 Less than 1 minute delay for per VIP

 Geo-location of per failure event
 Root cause analysis, signal drilldown
Digital Customer Care
Benefits

Provide a self-service complaint handling

channels to help end user detect terminal
and network issue

Highlights

 Embedded SDK to integration with

operator APP seamlessly
 Twin-engine: terminal issue detection
+ online network detection
 Demarcation with correlated terminals,
users, applications, and network data
 CCA

Customer Care （CCA&CCH）

Benefits

Intelligent complaint handling tools for

customer care, quickly provide root cause
and suggestions through multi-data sources
demarcation with a fault tree engine CCH

Fault Tree
Highlights

 API integrated with existing portal

 Integration with TT realize the process
automation
 Less than 10 seconds query delay
 Configurable fault tree demarcation rules
 Complaint Mining （CCM） Trend

Benefits
Common Analysis
Extract and analyze data of complaint
users，learning common, so as to realize
the early warning and advance guarantee Multi-dimensional Analysis

Highlights

 Big data algorithm is used to analyze

commons characteristics based on
clustering
 Machine learning combined with
expert knowledge base to realize
intelligent identify the group barriers
 Prediction

Churn Prediction
Benefits

O+B data based prediction model ,

provide a list of churn possibilities, priority
ranking and identify the root cause
RCA

Highlights

 85%+ accuracy rate

 OSS + BSS churn modeling
 RandomForest learning algorithm
 4 months in advance churn prediction
CEI Modeling
Benefits

Subjective and objective correlation based

CEI modeling, provide in-depth RCA, guide
cross-domain user experience improvement

Highlights

 Huawei patent subjective and objective

correlation algorithm
 75% + Matching with user satisfaction
survey
 Huawei contribute CEI have been
adopted as a standard by the Gartner
Group and Analysts Mason
 NPS Insight

NPS Improvement
Benefits
Detractors Demarcation

NPS evaluation base on big data Platform,

analysis and demarcation for detractors to
provide the improvement suggestion Multi Dimensional Analysis

Highlights

 NPS prediction model is established by

machine learning to identify
detractors from whole network
 Find out the reasons for the detractors
and given the closed loop solution
 E2E Marketing Marketing Process

Event Analysis Decision & Action

• OSS & BSS correlation • Campaign rules mapping
• Contextual awareness • Multi-channel integration

Benefits Event Capture

• User behavior
• Real-time location

User moment of truth Identification and

real-time response to key marketing events, Product Design Evaluation Ordering
• Consulting service • Campaign statistics • Multiple channel campaign

help CSP to greatly improve the success rate

of marketing

Persona
Highlights

 Provide E2E digital marketing solutions

 Campaign trigger base on real-time
user events and response to user
needs in time
 Rich experience in persona and
offering design