The practice also includes policies and processes to proactively pinpoint, diagnose and resolve service quality degradations or device malfunctions before subscribers are impacted.
[1] Therefore, maintaining satisfactory service quality levels is key to creating “customer stickiness.
[3] But ultimately, it is the CSP’s ability to ensure a satisfactory level of QoS that will have the greatest impact on revenue.
[6] Service assurance spending by CSPs is forecast to grow to $USD 3.0 billion by 2011.
Leading global service assurance providers include InfoVista, VIAVI, TEOCO, Ericsson, nsn, EXFO, MYCOM OSI, Centina,[7] Anritsu, Epitiro, Riverbed Technology, Spirent, Empirix, JumpSoft, Computer Associates, EMC, Telcordia, Tektronix, RADCOM, CENX, Agilent, Cisco, HP, IBM, IBM Tivoli/Netcool and Softenger (I) Pvt Ltd.[8]