| Harmony 4 Catalyst | Customer Experience, Service Quality, and Service Provider Value
Harmony 4 leads to a massively more efficient Service Provider business that actively manages real customer experience. Practical, harmonized, contract-based standards reduce integration costs and enable resource to be traced to the customer experience it delivers; concept to revenue, customer to quality.
Do you want to manage multimedia services with the same quality as classic products? Many IT and network components means simple KPI measurements will not do. Each must be measured and coalesced into the full experience, ensuring customers recognize good value.
Harmony4 uses COTS products with harmonized standards to construct a chain of information, linking product specification to performance to quality, which becomes one component of measured customer experience.
Proactive management is used to control service quality and resource cost, so ultimately the help desk becomes underused.
Learn more
Participants
   
   
  
| | | | Managing Customer Experience | Creating loyalty through Service Quality and Partner Management
The Managing Customer Experience program is focused on the quality of customer experience for new services - such as Mobile TV, IPTV or VoIP - and the issues of delivering and assuring these services in complex value networks from collaborating partners.
Learn more |
| SLA Management | Increasing SLA effectiveness and reducing implementation costs
The methodology and tools developed by the SLA Management project have been designed to define and assist implementation of SLAs throughout the customer experience lifecycle. The SLA Handbook defines the elements of SLAs and provides guidance on the specifics of putting SLAs in place for various kinds of services.
Learn more | |