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Traditionally, telecommunications providers evaluate service using metrics about the underlying network infrastructure to derive an indication of the overall health of each revenue-generating service they deliver. But as technologies mature, the types of available services rise sharply. Because today's services are highly complex, and run over virtual network paths, they are no longer closely tied to individual pieces of infrastructure hardware. As a result, providers need a different approach and a different set of tools to understand service quality and the customer experience. So, providers not only have to incorporate new technologies to launch new services ? they must employ new techniques to measure the distinct metrics of each.
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