To succeed, providers of IP-based services must differentiate their offerings based on quality, rather than competing merely on price. While some customers are attracted by the promise of converged networks, many will stay on the sidelines until providers can guarantee their availability and performance with relevant, understandable service level agreements (SLAs). Since you can’t guarantee what you can’t measure, providers must first be able to accurately quantify the quality and performance of their converged networks and service offerings -- from their customer's perspective. This session will present an overview and guidelines for overcoming the end-to-end, service assurance challenges. It will also cover why network operators need to implement a deliberate, converged service assurance strategy that is pervasive, continuous, and comprehensive, and one that also provides the essential information they need in order to assure quality experiences for their customers. Not doing so leaves an IP_based voice, video, or data service at risk for crippling service degradations and outages, and carries with it a steep price tag, including an escalation of customer care costs, eroding profit margins, subscriber churn, and damaged provider reputations.

Charlie Baker is responsible for the positioning, competitive analysis, and market development activities for all of Brix Networks' hardware measurement platforms, correlation and analysis software engine, and third-party data sources, plus he also cultivates and manages relationships with various endpoint vendors as part of the firm’s Brix Assured Program. Prior to joining the Chelmsford, Mass.-based company, Baker worked in product management for Brooktrout Technology (now Cantata Technology) managing network interface, signaling, and media processing technology for SS7 and IMS networks. Earlier in his career, he led product management efforts for various start-up companies and was also a program manager in the United States Air Force. During his Air Force career he managed the design, upgrade, and deployment of Space Defense and Optical Telescope systems. Baker holds a Bachelor's of Science in Management from the United States Air Force Academy, and an MBA from Boston University.