CommsDay Summit 2016: Chris Menier from Guavus

Guavus Confidential – Do Not Distribute © Guavus, Inc. All rights reserved.

CommsDay Summit 2016NEW CHALLENGES IN SERVICE ASSURANCE

Guavus Confidential – Do Not Distribute © Guavus, Inc. All rights reserved. 2

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.


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

Incr

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30% of truck rolls and service visits end up being useless


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


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



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


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



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


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.


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.


Proactive & Predictive AnalyticsRisk Engine


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

Guavus Confidential – Do Not Distribute © Guavus, Inc. All rights reserved.

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CommsDay Summit 2016: Chris Menier from Guavus