Boyd Williamson

"For high-revenue customers, mobile providers are adding surveillance tools now," says Boyd Williamson, wireless business manager at Agilent."These tools are not universal, but providers are recognizing that they must monitor high-value services."

Tying Customers to ServicesAn overarching theme at the service management companies is the operator's need to combine network performance data with mobile customer information.The service providers don't need more alarms in the network operations center (NOC) that isolate faults on the network, they claim, but the carriers do need tools that wrap network data with the customer information.
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"No single tool can solve the problem," says Boyd Williamson, wireless business manager.From a straightforward network management approach, Agilent looks at congestive noise and traffic patterns.Products also perform active tests throughout the network and the service activity.To test email, Agilent would launch a request through the network by sending an email, retrieving the email and looking at service availability and traffic latency.These types of ongoing tests monitor how well the individual services are operating.Another aspect of the tests is following the transactions across the network, using sampling, to discover users' individual experiences.

"We break the network up so we can monitor at the network, connectivity, service and individual level," says Williamson.

"For high-revenue customers, mobile providers are adding surveillance tools now," says Boyd Williamson, wireless business manager at Agilent."These tools are not universal, but providers are recognizing that they must monitor high-value services."

Tying Customers to Services

An overarching theme at the service management companies is the operator's need to combine network performance data with mobile customer information.The service providers don't need more alarms in the network operations center (NOC) that isolate faults on the network, they claim, but the carriers do need tools that wrap network data with the customer information.
...
"No single tool can solve the problem," says Boyd Williamson, wireless business manager.From a straightforward network management approach, Agilent looks at congestive noise and traffic patterns.Products also perform active tests throughout the network and the service activity.To test email, Agilent would launch a request through the network by sending an email, retrieving the email and looking at service availability and traffic latency.These types of ongoing tests monitor how well the individual services are operating.Another aspect of the tests is following the transactions across the network, using sampling, to discover users' individual experiences.

"We break the network up so we can monitor at the network, connectivity, service and individual level," says Williamson.

"We're getting closer to the customer experience using Java 2 Micro Edition [J2ME] where we can put little programs on the phones, which run Java applications," says Boyd Williamson, wireless business manager at Agilent Technologies.J2ME, created by Sun, lets developers create applications targeted at CLDC/MIDP-compliant mobile phones and entry-level PDAs."What if the phone can record those experiences, somehow pull information off the phone on what was dropped, if the customer couldn't get on, or if he's seeing delays, low data rates?"

"We're getting closer to the customer experience using Java 2 Micro Edition [J2ME] where we can put little programs on the phones, which run Java applications," says Boyd Williamson, wireless business manager at Agilent Technologies.J2ME, created by Sun, lets developers create applications targeted at CLDC/MIDP-compliant mobile phones and entry-level PDAs."What if the phone can record those experiences, somehow pull information off the phone on what was dropped, if the customer couldn't get on, or if he's seeing delays, low data rates?"

"For high-revenue customers, mobile providers are adding surveillance tools now," says Boyd Williamson, wireless business manager at Agilent.