Thursday, 20 September 2018

Leading North America cable operator selects Guavus AI-powered analytics to deliver premium customer service

posted by Guavus
Wednesday 20 June 18

Guavus, a pioneer in artificial Intelligence (AI)-based big data analytics, today announced that one of the largest North America cable operators has deployed the Guavus Reflex® solution with Guavus Live Ops customer care operations analytics. Using the advanced analytics solution, the operator has been able to substantially improve customer satisfaction, attract new customers, accelerate operations, and reduce costs by more than $102M annually. The leading cable operator provides content…

Guavus, a pioneer in artificial Intelligence (AI)-based big data analytics, today announced that one of the largest North America cable operators has deployed the Guavus Reflex® solution with Guavus Live Ops customer care operations analytics. Using the advanced analytics solution, the operator has been able to substantially improve customer satisfaction, attract new customers, accelerate operations, and reduce costs by more than $102M annually.

The leading cable operator provides content, TV and Internet services to millions of subscribers. Previously, when a large volume of customer service calls came in, the care operations team couldn’t quickly distinguish between customer premise, headend cable modem termination system (CMTS), or video server equipment issues. Technicians were dispatched to customers’ homes, only to discover their team couldn’t resolve the problem, which frustrated customers. Using the Guavus solution, they’ve been able to pinpoint the root issue within minutes, and their customer satisfaction and Net Promoter Score have improved dramatically as a result.

The Guavus solution brings together data from separate portions of the operator’s organization: technical support calls, subscriber trouble tickets and truck roll data, allowing their care ops teams to quickly discover previously overlooked issues common across micro-populations of subscribers. Using advanced analytics, the system automatically determines the normal rate of care events specific to that micro-population and recognizes anomalies in these rates in real-time, avoiding the use of “one-size-fits-all” thresholds.

By avoiding a large number of customer service calls and truck rolls to homes – the operator has been able to save an estimated $70M in the first year. In addition, their service operations team has been able to fast-track the delivery of new equipment and services while minimizing any negative impact to customers.

When the cable operator rolled out a new video service, analytics were used to prioritize which pieces of equipment needed to be upgraded first. Using their full equipment list, the Guavus solution correlated subscribers to each type of equipment, examined failure rates over time, and identified the impact of these failures on customers. This enabled their team to prioritize equipment changes, minimize capital expenses and roll out enhanced video-on-demand services faster. They’ve been able to realize a capital expense savings of $32M, while still maintaining a high level of customer satisfaction throughout the deployment of the new services.

“Consumers don’t have the time or patience to wait, you’ve got to give them great service and new product experiences. We’re working with leading service providers, like this cable operator, to help transform their customer experience and business – to not only react to but anticipate customer needs, reduce costs and grow revenue – using real-time analytics and AI,” said Stephen Spellicy, Guavus VP of Marketing and Products.

About Guavus
Guavus is at the forefront of AI-based big data analytics and machine learning innovation, driving digital transformation at 6 of the 7 world's largest telecommunications providers. Using the Guavus Reflex® solution, customers are able to analyze big data in real-time and take decisive actions to lower costs, increase efficiencies and dramatically improve the end-to-end customer experience – all with the scale and security required by next-gen 5G and IoT networks.

Guavus enables service providers to leverage both customizable ‘self-service analytics’ and out-of-the-box analytics applications for advanced systems planning and operations, mobile traffic analytics, marketing, customer care, security and IoT. Discover more at www.guavus.com.


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