Futurecom Recap: The Necessity of Service Quality Visualization in Latin America
By Juan Prieto, Product Marketing Manager – Mobile Solutions, InfoVista
Last month, I attended Futurecom in Sao Paulo, where I was given the exciting opportunity to speak on the importance of service quality visualization for wireless service providers (WSPs). In this presentation, I discussed select challenges of Latin American WSPs, according to analysis by Ovum, and highlighted a few pertinent statistics of their market for the next five years. In particular:
- 52% of WSPs predicted an increase in mobile broadband connections
- 397% predicted increase in data revenues
- 15% predicted decline in mobile average revenue per user (ARPU)
- 5% decrease in prepaid subscribers
Overall, WSPs are struggling to balance increasing levels of mobile data traffic and wireless subscribers, while striving to comply with the rising standards for network and service quality from end users. With 28 percent of Brazilian subscribers (that’s 56.6 million subscribers) planning to switch wireless carriers within the year, it is clear that WSPs are falling short. This begs the question: How can WSPs establish dependable and quality services to maintain (and even grow) a steady customer base?
Based on a recent Ovum report (“Delivering a Positive Customer Experience through Service Assurance”), mobile subscribers value high quality network performance over cost, available devices and service offerings. Therefore, to increase their revenues and reduce the risk of churn, WSPs must put the performance of their networks at the top of their to-do lists and focus on establishing a reliable, high-performing network above all else.
One thing that can help WSPs around the world (even beyond Latin America) accomplish this is the implementation of service quality visualization. These tools enable WSPs to view their entire network, end-to-end; inclusive of all its moving parts. With such visibility into their networks, WSPs can forecast downtime, proactively prevent degradation and demonstrate uptime and performance to current and potential customers. These improvements to the network can dramatically decrease churn in Latin America and help WSPs in the area better deal with—and capitalize on—rapidly growing mobile data traffic.
