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Published on: July 2007
Type of content: WHITE PAPER
Format: Adobe Acrobat (.pdf) (358 kb)
Length: 4 pages
Price: FREE

Overview:
The Internet began as a “best effort” service where all packets were created equal: a shared alternative to dedicated and expensive leased lines. As data, voice and video multimedia triple play services emerged packets were no longer equal. “Best effort” gave way to Quality of Service (QoS), which prioritizes packets while considering the packet delivery, delay, and delay variation requirements of the associated application. Recently, as users become more enlightened and experienced consumers, emphasis has begun to shift from Quality of Service to Quality of [user] Experience (QoE). QoE either measures, estimates or simulates human users’ opinions of data, voice and video quality.

Multimedia services are becoming commoditized, as QoE metrics stabilize, prices approach the lowest levels they are likely to reach and the field of competitors becomes packed. Enterprises are searching for other meaningful points of differentiation and comparison besides just price. Truly savvy organizations are responding by adopting a Total Customer Experience approach to service selection.

Total Customer Experience (TCE) encompasses the relative value of five key selection criteria that go beyond price. TCE includes availability: solutions, collaboration, delivery, support and billing. TCE will be discussed in more detail after some important background information that sets the scene for a true appreciation of TCE and its benefits.