Patent Document ID: 20140068348
Application ID: 13752632
Patent Flag: 0

Claim One:
1. A computer-implemented method for proactive customer experience management in a communication network, comprising: a) obtaining a performance-indicating alert (PA) from at least one probe; b) identifying relevant alerts from the alert database in absence of possible fault condition from the PA; c) determining a possible problem condition from the PA and identified relevant alerts; d) raising trace trigger for gathering relevant trace data; e) determining specific problem condition and relevant cause, based on gathered trace data and relevant data from PM/FM, CDR, OSS systems; f) determining appropriate recommendation for resolution of the determined specific problem condition; g) updating a user interface dashboard using the determination of the root cause of the possible problem and the recommendation for resolution of the possible problem; and h) updating new knowledge into a knowledge base with problem-context, resolution, relevant adjustments to alerts, thresholds and rules.