User:Csa italy/Customer Service Assurance

Customer Service Assurance (CSA) is the collection of Communication Service Provider (CSP) customer usage information from all practical sources including network traffic, network devices, content servers, management databases and user devices to ensure customer service quality is consistent with CSP expectations. It involves, when needed, real-time monitoring of a customer’s purchased services and in analyzing this data to note trends, preferences, usage problems and eventually proactive assurance of customer-level or service-level issues.

CSA information can address a number of business issues including the following:


 * Individual user data collection and correlation for troubleshooting and VIP reporting
 * Individualized SLA reporting
 * Noting customer preferences of certain network/content combinations.
 * Real-time alarming concerning usage and problem analysis for specific services/group of users.
 * Device configuration troubleshooting and reporting

References 1.	 “Measuring the Customer Experience Gets More Teeth” Stratecast Perspectives & Insight for Executives (SPIE) - 2008-17