Research On The Key Technologies Of User Experience Management In Telecom Network Sercive

With the rapid development of communication industry, the demand level of people has a sustainable growth and the concept of user experience gets more and more attention. Now the network quality and service quality are becoming more and more homogeneity, the telecommunication industry should provide customer with good service, which have an excellent user experience. So user experience will be a core competitiveness of telecom operators in the future. A good user experience is a key to keep the success of service operation, reduce the user loss, and guarantee a long term user loyalty. The user experience management is about the technologies to establish a CEM framework that can be implemented and deployed. These departments will form a whole to provide solutions about improvement of user experience. Based on the ZTE project " Customer Experience Oriented Service Quality Management", this article focus on the research of CEM related technologies.Firstly, this article has a detailed investigation on the research status of CEM related technologies. These contain the concepts, models and methods in main standardization organizations like TMF, ITU, and typical solutions of CEM in important telecommunication companies. Then based on the thinking of eTOM, structure the user experience management model. In the CEM model, it introduces concept model, service framework, and core service processes and system model. This article spends lots of energy on the research of QoE evaluation method. Design a user perception index system, which is suitable for the optimization of network quality management and service quality. Based on the index system, Neural Network algorithm is used to establish the model of QoE evaluation.Finally based on the theoretical research, this paper design a QoE evaluation system. The demand analysis and detailed function design are introduced in this article.