CommsDay Summit 2016: Chris Menier from Guavus
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Transcript of CommsDay Summit 2016: Chris Menier from Guavus
Guavus Confidential – Do Not Distribute © Guavus, Inc. All rights reserved.
CommsDay Summit 2016NEW CHALLENGES IN SERVICE ASSURANCE
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Customer Experience is your #1 product
The field of competition has shifted, and the barrier to entry has reduced.
Dependency on reliable service is rapidly increasing.
Networks are constantly evolving and becoming more complex.
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The pillars of Customer Experience will crumble without the right foundational technology
Up to 40% of daily care interactions are repeats
Over half of customers will never report their poor experience to customer service
Customers will not recommend your service if the issue is not fixed the first time. But they WILL if it is.
Care
Service Assurance
Network Ops
Field Ops
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30% of truck rolls and service visits end up being useless
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What this means for your businessHigh customer service costs• Customer Care is multi-channel and one of the most expensive
components of service delivery
False alarms• Over half of alarms received are not customer
impacting, or are simply symptoms of another issue• Alarm noise causes delayed responses to severity 2
issues, which costs $100Ms/year in care interactions and churn
Customer churn• Customers with a volatile network experience are
nearly 3x more likely to churn than their peers
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An integrated understanding of your customer experience is a must
Care Network Ops
Field Ops Billing Product
DB DB DB DB DB
From siloed systems…
DB DB DB
System 1
System 2
System 3
Report Report Report Report Report Report Report Report
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An integrated understanding of your customer experience is a must
Care Network Ops
Field Ops Billing Product
DB DB DB DB DB
to EDWs…
EDW / Data Lake
Report Report Report …1 day to 1 week
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ADVANCED ANALYTICS ENGINE
EDW / Data LakeCare event enrichment
Holistic subscriber history
IVR
Truck rolls
Network topology
CPE
ECL interaction
Incidents
Alarm
Root cause analysisAnomaly detection
Ticket enrichment
Subscriber info
1 min - 24 hr
Truck roll enrichment
Real-time insights
Scoring, yields, recommendations
An integrated understanding of your customer experience is a must
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Guavus Service ReflexService Assurance driven by the CXProcess-Driven Optimization • Proactive issue identification driven by
machine-learned anomaly detection• Key symptom identification through
streaming fusion of network & care events, EMS/NMS alarms & KPIs, change management, topology, device and service attributes
• Issue prioritization via correlation of event anomalies with customer experience indicators
Service Impacting
Issue
Service Anomaly
Identification
Root-Cause Analysis
Problem Resolution
Topology, cloud, app & Service-aware
Geographic Presentation
Automated Commonality Identification
• Physical Plant• Service Delivery• CPE• Change Mgmt• EMS/NMS alert
correlation
Cross-silo automated Anomaly Detection & Alarm Prioritization
Automated integration
w/downstream operations systems
Device rebootsCustomer outreachAutomated failover
Value Drivers • Automated issue remediation prior to care
event (enable self-healing)• Identification of key attribute(s) driving
customer experience issues• Proactive customer communication via CRM
integration and policy control• Prioritized investment in network, CPE &
operations through lens of customer experience
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Subscriber & Network Health ScoringCustomer Experience based Prioritization
• Subscriber Health represents a holistic view of how subscribers are currently or may be imminently impacted by any issue – whether it’s related to the network, service delivery, or change management activity. This is calculated for any set of filters and is aggregated from the subscriber level for the key indicator of: • Network Health calculated from
various KPI events May be split into the Access and Core infrastructure view
• Service Delivery Health calculation of Network score, comprised of Service Delivery-related events
• Change Management Health composed of Network tickets such as Incidents, Maintenances/Change Management
• Care Health calculated from all customer-impacting issues and anomalies associated to various Products such as Voice, Video, Data, Security, etc.
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Alarm & Event CorrelationIdentify the true scope of any issue
• Consolidate Network Operations, Field Operations, and Customer Operations center into a single Service Operations Center with one cohesive view and avoid multiple triage situations.
• In this example a contaminated Optical interface is affecting Cell-Site transport. Other related symptoms can be correlated for suppression such as specific alarms or conditions (2103 code), User Plane throughput degradation, S-1 Link intermittent failure, etc.
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Proactive & Predictive AnalyticsRisk Engine
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Big data analytics break down the silos while enabling a self-healing network
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Network Operations
Service Assurance
CareField Ops
Prioritize real-time issues and overtime spend based on data Detect granular or chronic network problems driving specific call patterns
Identify emerging issues that may lead to customer experience issues, including service failures and care events
Differentiate plant and in-home issues
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Questions?