Service providers need to optimise their mobile networks to assure network performance and quality in order to improve customer experience, concluded a report by Amdocs.
Titled 'State of the Radio Access Network (RAN) Survey,' the report compiled the findings from Amdocs' analysis of over 4 million voice and data connections from 100,000 mobile devices globally in the last twelve months. According to Amdocs, the radio access network provides wireless mobile connection for phones and tablets via a combination of technologies including small cells and macro cells.
Due to consumers' overwhelming use of smartphones and tablets to consume and share content, the report found that the share of network traffic from data has increased by 8 percent to 98 percent in the last 12 months.
Service providers seemed to be unable to cope with the increased data demand as dropped data and voice calls were found to have increased by 121 percent. This significantly impacts customer experience as evident from "lack of data coverage" being cited as a top customer frustration.
The study also revealed that even though Long-Term Evolution (LTE/4G) delivers a faster data connections, it did not cause the data traffic to balloon.
"The research shows that the move to LTE/ 4G provides an opportunity to improve the customer experience without exponentially increasing data demand," said Rebecca Prudhomme, vice president of product and solutions marketing at Amdocs. "Service providers need to address this challenge by implementing planning and optimisation solutions to manage an increasingly active subscriber base that not only wants to consume data but produce and share it in real time."
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