A "Customer Satisfaction" Based Migration Approach toward NGN

In this paper, a "customer satisfaction" based approach to migrate from a legacy circuit-switched infrastructure (e.g. PSTN) to a packet-switched infrastructure (e.g. NGN) is proposed. It is a cluster of six major phases, where each of them is assumed to be fully achieved when reaching the maximum of its predicted "customer satisfaction" level - measured by what is defined as a "customer satisfaction" index (CSI), which is determined from the consolidation of selected business and customer metrics. An initiative toward the application of such migration approach is discussed through the case of Saudi Telecom Co. (STC)