3G Optimisation and UMTS 900

This hands-on workshop will give attendees practical advice on the key challenges in End2End performance for HSDPA and optimising the network successfully to improve QoS and QoE for video, VoIP and data services. Delegates will also have the opportunity to discuss the improvements in QoS and QoE that the techniques being taught will have on the network, taking into account how to balance quality with benchmarking and achieving best practice. Who will benefit?

The workshop is targeted at the decision makers involved in the network operations, service management and optimisation: including network architects, network planning engineers, Service assurance, QoS managers, End2End performance managers and CEM/optimisation.

• The evolution of network monitoring - service monitoring and the practicalities of user based monitoring
• The environment we operate in – regulation, European Commission, converged markets and competition
• Understanding the difference between QoE and QoS
• Understanding the delivery mechanism for a UMTS service
• What are the different data sources available today? What to use, when and for what reasons
• Discussion and open debate regarding current approaches and options available audience

• Understanding how to evaluate and understand the end to end performance of the network and devices from a service point of view
• Current methodologies available - mesh testing/satellite active tests/passive in service monitoring
• Practical applications of CEM monitoring
• Measuring service performance as well as content quality for wireless broadband delivery for support of new IP based services such as web, video and VoIP services across the network.
• Alerting to Fault management
• Approaches and Metrics available

• Real-time service example voice/video/data
• Measuring the impact of optimisation on content delivery
• The future - smart agents /Statistical views across the user population/on demand customer experience.
• Relevant KPIs , Service trends., dashboard views and thresholds
• Perceptual tools and their application
• Open debate – Audience to discuss CEM as a part of a network operations strategy – real user cases

• Understanding REAL end user experience for web, video and VoIP services across multiple bearers
• Holistic Reporting of User experience
• Examples of how the data is used
• Examples of the usage of the data across different departments within the organisation

• Delivering a service based on quality vs. efficiency
• Example scenarios of best practice in action
• Open discussion to share best practices

Mark has responsibility for marketing strategy and commercial operations at Epitiro, a company focused on helping service providers understand and improve their customers’ experience. Having spent more than 20 years in the telecommunications industry, Mark has gained considerable insight into the challenges facing the service provider community across East and Western Europe, as well as North America.

Mark has spent the majority of his career in commercial roles, working with Ericsson, Mitel and more recently Psytechnics where he was responsible for European business development. Mark has contributed at many international conferences concerning the importance of management of customer experience and the positive impact on revenue, retention and brand.

Epitiro is the World's leading Customer Experience Management (CEM) Solutions provider. We have earned our reputation as the independent, trusted authority on End-to-end IP Performance Benchmarking & Competitive Intelligence. Working closely with our customers, Epitiro is shaping the future of intelligent IP communications reporting, building on a foundation of reliable monitoring and diagnostic platforms, Epitiro is focused on helping to improve customer service delivery levels, end-user reporting, benchmarking and business efficiency both in the service provider and enterprise market.