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By significantly raising the quality of voice communication with more natural sound and improved intelligibility, HD voice will play a key role in ensuring that voice continues to offer value for operators and users of both fixed and mobile networks.

As the mobile broadband market enters its second wave of revenue development, differentiation is the name of the game. To stand out from the crowd, operators will need to offer a widespread, high-quality user experience and a range of differentiated services to attract different subscriber types.

Accurate insight into customer service experience has never been more essential for operators competing in a market increasingly driven by end user expectations. The concept introduced in this paper represents a response to the Service Assurance challenge by combining a new business-oriented level of key performance indicators (KPIs) for user-experienced services with structured measurement, network reporting and event-based drill-down functionalities.