This paper outlines the methodology adopted by WestGlobal when deploying Vantify Experience Centre. The aim is to ensure consistent and effective targeting of Vantify in terms of incident reduction and to provide a baseline against which the improvement following deployment of Vantify can be clearly measured.

Despite significant investments in monitoring technology by IT intensive enterprises, a large proportion of incidents are not detected internally but are only discovered when reported by the customer. This White Paper suggests that the technology-centric model underlying many monitoring solutions is the prime cause of high ‘incident leakage’ and that to maximise detection efficiency, technology monitoring must be complemented by a layer of ‘Business Aware’ monitoring, more commonly known as Business Activity Monitoring (BAM). The paper also considers how the efficiency of BAM solutions can be further enhanced through the adoption of Complex Event Processing enabling earlier detection, faster diagnosis and elimination of a broader range of incidents.

Customer Experience is an increasingly important and visible metric in determining the success and growth of an enterprise. Coupled with this shift is the requirement for an effective mechanism to measure Customer Experience across all services, business activities and channels. The technology-centric viewpoint of traditional measurement tools and techniques provides poor prediction of actual Customer Experience. This short White Paper outlines how WestGlobal’s Vantify Experience Centre addresses this gap, enabling the real-time measurement of Customer Experience, early detection of degradation, and powerful insight into the dependencies between IT and Network configuration and Customer Experience.

This paper discusses the options available to allow users to seamlessly integrate Vantify into their existing IT infrastructure. The key to achieving Total Insight is the ability to consume events from a wide variety of sources so that all aspects of Customer and Service Experience are visible through Vantify. Once the events have been consumed and analyzed some action needs to be carried out, manually or automatically.

This WestGlobal whitepaper describes Customer and Service Experience Management as an increasingly critical competence for network operators and service providers. The relative merits of various approaches and technologies to support ‘Experience Management’ are considered. The particular approach adopted by WestGlobal’s Vantify Experience Centre, based on an innovative combination of Business Activity Monitoring (BAM) and Complex Event Processing (CEP) technology, is presented.