VIAVI: CSPs Say Network Testing Improves Customer Service
According to a survey recently conducted by VIAVI Solutions, almost all communication service providers (CSPs) see a strong connection between network testing, improving customer service, and reducing churn. This information comes from the 2021 Network Test Survey report, which interviewed members of the Technology Innovation Council on network testing and management. The report showed how CSPs understand the value of network testing, and how COVID-19 has not had a major impact on reducing test cases.
VIAVI found that 93 percent of CSPs strongly agree that network testing improves customer service and reduces network churn. The other seven percent only somewhat agree, but the fact that zero percent stated that they didn’t agree with this sentiment shows the value of network testing for service providers. In addition, testing and measurement from specialized vendors was given the highest level of importance compared to proprietary or built-in testing features.
The survey also found that 78 percent of CSPs saw no change in test case reduction following the COVID-19 pandemic, indicating that CSPs are dedicated to network testing regardless of the pandemic. VIAVI also asked respondents about technology trends and how they impact network management. 78 percent strongly agree that network monitoring and assurance needs artificial intelligence and automation to prevent problems and optimize networks.
In the company’s press release, VIAVI’s Vice President and General Manager, Converged Instruments and Virtual Test Kevin Oliver stated: “Prior to the pandemic, service providers had begun turning to technologies like automation, AI and virtualization to control costs while improving the customer experience. The current situation has only accelerated the adoption of these advanced technologies. To ensure the performance of more complex, next-generation networks, service providers need advanced test and assurance solutions and automated workflows, particularly when they are increasingly relying on contractors for crucial field testing.”
Get your copy of the 2021 Network Test Survey report here.