A Global Customer Experience Management Architecture

Abstract

The quality of experience (QoE) is one of the main research lines in ITC industry, which seeks to manage quality as perceived by users. This document analyzes and describes requirements of a QoE driven management system architecture, which has been designed in the Celtic IPNQSIS project. The architecture is grouped into different levels: Data acquisition level, Monitoring level and Control Level. Each level comprises a specific set of capacities,such as Data collector, or Traffic Monitor amongst others. The architecture described in this paper constitutes the guidelines of the IPNQSIS project in terms of a QoE ecosystem that will settle the basis of global customer experience management architecture