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Enhancing User Experience in Telecom Solutions by Andrew Harteveldt

As a Sr. Systems Engineer, Andrew focuses on improving messaging experiences in telecom with insights on market trends, SMS, QoS, and handling information overload. Learn from his expertise to create high-quality solutions.

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Enhancing User Experience in Telecom Solutions by Andrew Harteveldt

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  1. Andrew Harteveldt, Sr. System’s Engineer Developing Solutions With User Experience in Mind

  2. Agenda • My background • The Messaging Experience • Market Characteristics • SMS and QoS • Information Overload • Conclusion

  3. My Background • Originally from development background • With Acision (Logica) for 8 years. • In telecoms for 11 years. • Prior to moving to North America, was a Subject Matter Expert for messaging gateway product. • Solution Architect for Tier 1 account • Designed many solutions for operators globally, including the infrastructure for campaigns such as American Idol.

  4. The Messaging Experience • What was messaging in North America? • Under utilized • Non conversation based • What has messaging become today? • The fastest growing revenue stream for US Wireless Carriers (approximately 8% growth month on month) • A ‘real time’ messaging experience has led to conversations and information sharing using text messaging.

  5. Market Characteristics Emerging ExponentialGrowth ExtendedGrowth Mature 100% Volume potential → Acquisition Voice offering Mass market service : voicemail, sms SMS content services Text Bundles: SMS based acquisition Dealing with volume growth Expanding VAS portfolio Churn reduction programmes SPAM protection Differentiation strategies Multimedia conversion Time → © 2008 Acision BV. All rights reserved

  6. SMS and QoS • Initial messaging platforms focused on core functionality: • Address translation • Routing • Protocol support • But did not consider how to maintain QoS

  7. SMS and QoS • Messaging platforms, the middle men…

  8. SMS and QoS • The biggest QoS issue for SMS yesterday, today and tomorrow is latency. • Increase in latency is the number one driver for reducing messaging usage by subscribers.

  9. SMS and QoS • How the development culture was changed: • Started to have developers put themselves in the operators shoes. • Consider the influence of external systems. • Make assumption that all other systems have no OA&M capabilities. • This led to: • Advanced metrics / KPI for OA&M. • Automated failover on external system failures.

  10. Information Overload! • Watch out for information overload • KPI and QoS information needs to be: • Accurate • Timely • Focused

  11. Conclusion • Core functionality is not everything to making a good product. Ensure that KPI and OA&M capabilities are in depth. • Automated failover / failback capabilities on all interfaces help build a highly available solution. • Remember who is supporting your system and put yourself in their shoes. Their experience of your product could ultimately determine it’s success or failure. • Lastly, proactive is the key. Warning before an issue occurs can dramatically reduce the impact to QoS than warning that an issue has occurred!

  12. Thank you Andrew Harteveldt Solution Architect andrew.harteveldt@acision.com mobile:+1 617 281 4962 67 Griswold Street, Cambridge, MA 02138. United States tel:+1 617 395 4486fax:+1 617 395 4486web:www.acision.com

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