As the broadband subscriber base continues to grow, demand for customer support by customer care will also grow exponentially. With new subscribers comes an upsurge in trouble calls and the need to reduce the cost of managing these calls. Introduction of full triple-play services will add significant complexity to the service assurance and troubleshooting process. What was in the past a "Best effort" Internet "pipe" is rapidly becoming a performance-based voice and video service delivery vehicle. These new streaming media services are complex to diagnose. Bandwidth delivered cannot be tested and confirmed after the fact. Connectivity issues will arise on the application level, not just the physical and logical layers, requiring an entirely new view into the network.
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