Guavus Proactive Ops: Alerts & Maintenance Datasheet

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1 Guavus Proactive Ops: Alerts & Maintenance Datasheet Benefits We live in an age of heightened speed. Streams of data move at unprecedented rates. Customers patience can run even faster, having barely a moment to spare for performance lags. Against this backdrop, organizations are scrambling to decipher the data as quickly as possible while they try to tackle one customer issue after another. This has proven to be a losing race the thousands of daily customer complaints that an average organization receives tell us so. Businesses that strive to be industry leaders must learn to stay ahead of their customers by anticipating and resolving issues before their customers are impacted. The fact is, taking reactive approaches to customer experience issues can be very expensive. Every hour that an issue remains unresolved can translate to millions in losses for the organization. It can cost tens of dollars for a customer support agent to handle one inquiry call. An issue entailing a visit to a home or a site can cost hundreds of dollars per visit. A frustrating experience for a segment of your customers can also lead to a social media outrage before you have a moment to react. On the other end of the vocal spectrum, they may not complain at all at least not in such a public manner. In fact, studies have shown that the silent minority has now become the silent majority most people don t bother reaching out for help when they encounter an issue. They just leave your business. Organizations need new ways to improve the customer experience that are not so reactive and lacking in context. In order to truly differentiate based on customer experience, you need a predictive technology that connects the dots in real time between customer experience indicators and operational events. This will help determine whether something in your service is about to degrade or fail altogether and how much that will matter to the customers. In this way, you can address the issue before your customers take notice. Deliver a high quality of service and improve customer satisfaction by addressing impactful events before they occur Take actions based on prescriptive recommendations Make informed decisions based on the expected yield of taking certain actions (e.g. if firmware is updated, incoming calls will decrease by 10K) Reduce care costs by identifying customer traits who are likely to have care interactions so that remediating action can be proactively taken Improve customer loyalty by proactively engaging with those customers who are likely to have a problematic experience GUAVUS PROACTIVE OPS DATASHEET Guavus, Inc. All rights reserved. 1

2 Guavus Proactive Ops Guavus Proactive Ops is an operations analytics module that uses machine learning and artificial intelligence to identify classes of behaviors that may portend customer experience issues in the near term. It enables Operation Centers staff to proactively improve customer experience with the following features: Proactive alerts: Analyzes data in real time to detect when something is likely to break and determines the number of customers that will be impacted Proactive maintenance: Estimates the expected yield of taking each proactive measure to inform the decision-making process, e.g. if you upgrade the firmware, inbound calls will potentially decline by 10K over the next 30 days Key features Prescriptive actions to improve customer experience Expected yield of such actions Identification of underperforming customers, elements or attributes Automated feature selection for constant model tuning The Guavus Proactive Ops module sits on top of the Guavus Reflex platform, which powers advanced analytics across a wide array of data domains and use cases. The modular design allows you to easily add additional modules and capabilities as your needs evolve. Individual, experience-aware element level scoring Per customer and per element experience driver identification Trended experience scores for performance monitoring Guavus technology is designed to ingest, correlate and analyze high volumes of streaming and stored data in real time. The resulting enriched datasets is fed into Guavus modules to address operations use cases such as prescriptive operations, alarm correlation & prioritization, agile change management and assisted customer support. GUAVUS PROACTIVE OPS DATASHEET Guavus, Inc. All rights reserved. 2

3 Proactively resolve issues by detecting patterns that signal potential customer experience issues Guavus analyzes data in real time and identifies the network and infrastructure elements that are likely to imminently cause customer issues in the next hour, day, week, or month by understanding the patterns from past service degradations. It can alert the relevant staff with a warning about highly probable issue(s), and prescribe specific actions to address the issue before customers are impacted such as replacing a component before it fails, or better balancing the capacity to avoid impending congestion issues. The potential issues are linked with their likely magnitude of customer impact. This newfound context enables a proactive approach that prioritizes what is happening in the service before it impacts customers. One common application of this feature is examining the signals from alarms, network events, KPI threshold breaches, and anomalies in real time and determining whether any proactive action needs to be taken. What is the probability this set of symptoms are contributors to an upcoming larger problem? Guavus understands the full context surrounding the events elements involved, customers that will be affected by the events, the location of the incident to prescribe the solution, if applicable. Figure 2. Guavus proactive alarming feature automatically highlights the anomalies or alarms that signal an imminent service or infrastructure failure GUAVUS PROACTIVE OPS DATASHEET Guavus, Inc. All rights reserved. 3

4 Go from solving problems to shaping strategic decisions that improve the customer experience Guavus Proactive Ops goes beyond providing a probability that something may or may not happen. It gives organizations a likely consequence and impact for taking certain actions. With this enriched information, organizations can make informed decisions about where to prioritize their resources and time to improve the customer experience. For instance, the module uses Guavus X-Ratio and Ops Risk Categorization algorithms to identify components responsible for causing certain customers to trend towards disatisfaction. It will recommend preventative maintenances you can perform in order to move customers out of the at-risk category, and the likely yield of each of the actions. Guavus Proactive Ops is a great hypothesis-testing engine that you can use to assess the before/after picture prior to embarking on major initiatives. You may find that a specific action will lead to a 5-point increase in NPS score, or 12% reduction in customer care interactions, or $3M in savings if executed perfectly. On the other hand, a costly action of replacing a particular brand of aging machines may only have minimal effect on the service quality clearly not a worthwhile endeavor to undertake. Proactive Maintenance helps Operations perform an informed cost/benefit analysis by determining the likely benefit of taking each respective action, such as an increase in customer experience indicator or a drop in incoming calls Guavus selects and ranks attributes or events that are likely to lead to the desired or undesired outcome. GUAVUS PROACTIVE OPS DATASHEET Guavus, Inc. All rights reserved. 4

5 Summary The Guavus Proactive Ops module provides an analytics layer across infrastructure, network, customer support, and other business silos to enable organizations to proactively identify and repair issues before they impact the customer. By providing critical context and predicting outcomes with deterministic data, Guavus enables organizations to gain unprecedented foresight into their operations for better resource management. They can drive costs out of their business and prioritize fixes with a confident view on where to put valuable resources for the greatest impact on the customer experience. About Guavus Proven at the world s most demanding customers, Guavus is at the forefront of streaming big data analytics, artificial intelligence and machine learning innovation. Guavus processes half a trillion records every day for over 450 million individuals, enabling enterprises to analyze data the instant it s captured, driving faster decisionmaking, lower costs and higher growth. The Guavus Reflex advanced analytics platform enables customers to gain a competitive edge by helping them put all their data to work to uncover new insights and make better quality and timely decisions. Guavus provides next-generation big data analytics applications for systems planning and operations, mobile traffic analytics, marketing, customer care, security and IoT. Global Headquarters 1800 Gateway Drive Suite 160 San Mateo, CA United States Tel: Fax: GUAVUS PROACTIVE OPS DATASHEET Guavus, Inc. All rights reserved. 5