Broadband Communities

JUL 2018

BROADBAND COMMUNITIES is the leading source of information on digital and broadband technologies for buildings and communities. Our editorial aims to accelerate the deployment of Fiber-To-The-Home and Fiber-To-The-Premises.

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TECHNOLOGY | B R O A D B A N D C O M M U N I T I E S | w w w. b r o a d b a n d c o m m u n i t i e s . c o m | J U LY 2 0 1 8 The Customer Experience Imperative Providers must amplify subscriber experiences to support connected homes and monetize gigabit broadband. By Kurt Raaflaub / ADTRAN A s software-driven, API-centric architectures grow to dominate service delivery, service providers need to focus on delivering simple, intuitive, high-quality user experiences to differentiate themselves and win subscribers. Because operators today face more demanding service expectations from customers than they did in the past, they recognize the need to improve network scalability and flexibility on the access infrastructure side of their business. However, the quality of experience they provide subscribers is equally critical. Ultimately, it is a determining factor in making or breaking customer loyalty. Meeting these customer broadband demands comes with its own set of challenges. Human error, manual operations, preprovisioning across multiple organizations, tightly coupled systems that are not easily modified, lengthy installation times and customer service issues are all roadblocks in the broadband delivery race. What is the key to overcoming these hurdles and winning the race? UBER, AMAZON, HULU AND… BROADBAND? In this digital age, transactions ranging from hailing a cab to watching TV shows and movies are on-demand, user-driven and available at the click of a button. It's only natural that consumers would expect the same type of service from their broadband service providers. However, many traditional service providers do not provide broadband delivery services that fit this model. For today's operators to compete with cloud-based providers, self-provisioning services are quickly becoming a necessity. Providers must adopt a service model that utilizes microservices with open APIs to provide advanced analytics, software-centric operations and virtualized service delivery. In doing this, they will shorten installation and activation times and improve the overall quality of service. Deploying broadband solutions that are purpose-built to operate in a software- defined broadband access architecture allows for operation in a highly inclusive, open, multivendor environment. is capability reduces the risk in purchase decisions and advances the value proposition roadmap via crowdsourcing. PROACTIVELY MEET AND EXCEED CUSTOMER NEEDS Every subscriber uses his or her network differently. erefore, effectively determining what affects individual broadband experiences is vital. Gaining real-time insight into subscriber usage, application and network status can enable a provider to actively troubleshoot problems and eliminate truck rolls. Providers have the ability to simplify service delivery with one-

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