guavus live ops datasheet 2017 · analytics, marketing, customer care, security and iot. global...
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GuavusLiveOpsDatasheet
Intoday’scompetitivemarkets,deliveringflawlessqualityofserviceactsasaprimarydifferentiatorandrevenuedriver.Asorganizationsevolvetheirservicestosupporttoday’sdigitallifestyle,improvingcustomerexperienceamidstatighteningoperationalbudgethasbecomeacomplexobjective.
Thegoodnewsisthatorganizationshaveaccesstomoreinformationabouttheircustomersandbusinessoperationsthaneverbefore.Theydon’tneedmoredata.Whattheyrequireiscontextandmostofall,customer-awareness.Allthisseparatedata,whenfusedtogetherinrealtime,tellstherichstoryofserviceperformanceandcustomersatisfaction.
Mostorganizationscurrentlyusestatickeyperformanceindicators(KPIs)todefinebusinessgoalsandmeasurecustomer’squalityofexperience.However,inanever-changingoperationalenvironmentinwhichvirtualization,newdevicesandapplicationsaremodifyingcustomerbehaviors,thestaticwayofcomputingandmeasuringperformanceisrenderedobsolete.
Today’sevolvingenvironmentrequiresdynamic,machine-learnedandnuancedindicatorsthatconsidercontextualfactorssuchascustomer,seasonality,populationdensityandothernoise.Furthermore,organizationsmustuseanalyticaltoolstofuseandcorrelatetheirsilosofdatawhiledetectingemergingissuesbeforetheyseverelyimpacttheircustomers.
GuavusLiveOps:Technologyforcustomerexperiencetransformation
GuavusLiveOpsisanoperationsanalyticsmodulethatfusesandcorrelatesstreamingeventsandcontextualdataoriginatingfrombusinesssystems,surveys,networkormachinetouncoverandprescriptivelyaddresscustomer-impactingeventswithspeedandagility.
Thismoduleisusedbyoperationcenters(SOC/NOC)staffto:
• Detectanomalouseventsthroughadvancedautomatedanomalydetectionalgorithmsandparrallelhumansetthresholds
• Triageandresolveissuesfasterbyenabling“one-click”root-issueanalysisacrossallmonitoredtiers
Benefits
• Deliverahighqualityof
serviceandimprovecustomer
satisfactionbyaddressing
impactfuleventsbeforethey
becomewidespread
• Detectanomalies,applyroot
issueanalysis,andpinpoint
affectedcustomerstoreduce
theimpactofnetworkevents
• Dramaticallydecreasethe
costofcustomersupportwith
fewercallsandticketsby
implementingdeflections
whenissuesareidentified
• Cutoperationalcostand
improvecustomerserviceby
reducingmeantimeto
understand(MTTU)andmean
timetorepair(MTTR)
• Accuratelygaugereal-time
customersentimentby
correlatingcustomer
experiencemarkerswith
operationaldata
• Quicklyassessthehealthof
anyparticularlocationor
marketwithanexecutive
dashboard
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• Monitoreventsspanningapplications,services,networktodeviceandinfrastructureinrealtimeandthrougha“singlepaneofglass”
• Automateworkflowstriggersandmachine-to-machineinteractions
TheGuavusLiveOpsmoduleisbuiltontopoftheGuavusReflex®platform,whichpowersoperationalanalyticsacrossawidearrayofdatadomainsandusecases.Themodulardesignallowsyoutoeasilyadddifferentanalyticsmodulesasyourneedsevolve.
TheGuavusplatformisdesignedtoingest,correlateandanalyzehighvolumesofstreamingandstoreddatainrealtime.TheresultingenricheddatasetsisfedintoGuavusmodulestoaddressoperationsusecasessuchasalarmcorrelation&prioritization,proactiveoperations,agilechangemanagement,andassistedcustomersupport.
Quicklyremediateissuesbydetectingcontextualizedanomaliesineventsandcustomerexperienceindicators
Today’sservicearchitecturesarebecomingincreasinglycomplex,withthedynamicnatureofservicesmakingitimpossibleforoperationsteamtoeffectivelyperformtheirtasksusingstandardpractices.Thisevolvingenvironmentrequiresmachine-enhancedcapabilitiesto:
1. Firstidentifynuanced,dynamicindicatorsthatallowforcontextualfactorssuchascustomer,seasonality,populationdensityandothernoisewhenmeasuringthequalityofcustomerexperience
2. Andthentoautomaticallydetectandcorrelateanomaliesinthesecontextualizedeventsthatmayimpactthecustomerexperience.
Keyfeatures
• Correlationofcustomer
experiencemarkerswith
operationaldata
• Real-timeeventsmonitoring,
behavioralclassification,
filtering,trending,chaining
andbaselining
• Geo-locationmappingof
events(heatmap)
• Extensiblebatchand
streamingdatacollection
• Behavioralanalytics
• Machinelearning-based
anomalydetectionengine
• Rootissueanalysis
• Prescriptive
recommendationsforissue
resolution
• Thresholdalertingforspecific
SLAmanagement
• Automatedfeatureselection
forconstantmodeltuning
• Individualentityscoring(KPI)
• Petabytescalability
• Seamlessintegrationwith
existingincidentmanagement
systems
• Mediationofinfrastructure,
networkandapplicationlayer
opsevents
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GuavusLiveOpsautomatesthedetectionofanomalouspatternsinanytypeofstreamedormachine-generatedevents.Guavusalgorithmsanalyzemillionsoftimeseriesbasedoncollectedevents,andcontextualizethoseeventswithrelatedattributesinordertoestablishandmaintaincomputedpatterns.Thesepatternscorrespondtotheexpectedbaselinesofanycombinationoftimeseries(orscores)andattributeswhilekeepinginreferenceanymeaningfulparent/childhierarchy.Onceananomalyisdiscovered,thesoftwareidentifiesitsmagnitude(deviationfromthebaseline).Basedontheanalyzedcombinations,themodule’sanomalydetectiontechnologyroutinelyuncoverswhathumaneyesorstandardthresholdalertingsystemsfailtodetect.
AlertingCenterFeatures:
AnomalyDetectionAlerting–
Providesalistofalltheanomalieswiththemostrecent/highestconfidencerating.Itcandisplayallanomaliesgeneratedbythesystemorthosethatrelateonlytorulessetbytheuser.
StandardThresholdAlerting– Userscansettheirownthresholdswhencreatinganewanomalyrule.Theywillthenbealertedwheneverthethresholdiscrossed.
Rapidlyisolateproblematicelementsthataredegradingthecustomerexperience
Themodule’sone-clickrootissueanalysisenablesoperationsteamstoquicklyandsurgicallytargetthesourceoftheissue,reducingMeanTimetoRepair(MTTR)andaveragecallhandletime.Sincethecauseoftheissueisquicklypinpointed,customersupportcandeflecttechnicalcallsonalreadyidentifiedissuestoanautomatedIVRorself-serviceapplicationstoavoidunnecessaryfieldoperationsdispatch,nofaultfoundequipmentreturnsorstorevisitsforissuesthatcanberesolvedremotely.
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RootIssueAnalysisFeatures:
Commonalities–Determinesthecontextandthesharedtraitsofananomaly.Theroot-issueanalysiscorrelatesallattributesandrecenteventspertainingtoagroupofcustomersbeingimpactedbyanissueandranksallcommonelementsthatsetthemapart.
Impacted&PotentiallyImpactedCustomers–Quicklyidentifiescustomerswhoareactuallyhavingcustomerexperienceissueandthosewhomaypotentiallybeimpacted.
Singlepaneofglassvisualizationofoperationalevents
GuavusLiveOpsprovidesa“singlepaneofglass”visualizationfortrendingandmonitoringofreal-timeoperationaleventsandrapidlyallowsopsengineerstounderstandtherelationshipbetweenoperationalissuesandcustomerexperiencemarkers.Clearvisualizationtoolsshedinsightsintointerlinkedelementsoftheserviceperformanceandultimatelythecustomerexperience.
VisualizationFeatures:
Trending&Monitoring–Displaystrendattribute(s)byevent(s)historicallyorinrealtimetohelpusersidentifyissuesoutoftheordinary.Youcanidentifytherootissueofthetrendbylaunchingthe‘commonalities’workflow.
Filtering&Segmentation– Enablestheusertofilteranyviewsbyavailableattributesordefineasegmentofsubscribersonwhichtoperformanalytics.
Sampledatasources
• IVRData
• CSRDisposition
• Servicecentervisits
• Networkevents
• Logicalhierarchy
• Networkinventory
• Userequipmentmake/model
• Userequipmentsoftware/firmware
• Configurationdata
• Networklogs/traces
• AlarmsandKPIs
• Performancedata
• Userequipmentlogs
• Networkhealthindicators
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Breakdown– Enablestheusertoviewanyeventbreakdownsbythevariantsofanyattributeandautomaticallyidentifiesthetopcontributors;comparesacrossvariantsbyidentifyingthebestandworstperformers.
AgileChangeManagementPerformance1–Identifiestheimpactofoutage&maintenanceevents,softwareupgrades,etc.oncustomersandquicklysendsalertsforhighimpactevents.
HealthMap2–Geographicalrepresentationofanomaliesenablesyoutoquicklydrilldownintothecontextoftherootissueforareaswithabnormallyhigheranomalies
Integratewithexistingdownstreamworkflowsforautomatedtriggers3
GuavusLiveOpsdeliversaclosedloopapplicationthatintegrateswithexistingsystemstominimizedisruptiontoyourecosystem.Itprovidesautomatedremediationforplannedserviceupgrades,definitionscopeandchangemanagementbasedonanomalydetection.WithGuavusLiveOps,youcan:
• Create/updatenetworkticketswithGuavusanomalydetection• AccessthedataandcorrelatedmappingswithgenericAPIoutput• Achieveconsistent&accuratequalitymetricsthatcanbeusedbyother
systemsthroughintegrationwithCRMtools
1AgileChangeManagementPerformanceisanadd-onfeature2HealthMapisanadd-onfeature3Connectorsto2ndpartysystemsareadd-onfeatures
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Summary
Inaworldwhereeveryinteractionisanopportunitytodelight,operationalizingthecustomerexperiencetoensurecustomersatisfactionhasneverbeenmorecriticaltothehealthofyourbusiness.Youmustlookatyouroperationprocessesthroughthelensofcustomerexperienceratherthanstrictlyfromaninfrastructureortechnologystandpoint.Thisrequirestheadoptionofaservicearchitecturethatcancorrelatecustomerexperienceindicatorswithoperationaldataacrossmanysilostoprovideactionableinsights.
Guavusoffersthesecapabilitiesandprovidesthefoundationforanalytics-drivenorganizationsofthefuture.Guavusimprovescustomersatisfactionandoperationalefficiencywhilereducingcostofsupportbyenablingorganizationstodetectanomaliesandpinpointaffectedcustomerstoreducetheimpactofanomalousevents.
AboutGuavus
Provenattheworld’smostdemandingcustomers,Guavusisattheforefrontofstreamingbigdataanalytics,artificialintelligenceandmachinelearninginnovation.Guavusprocesseshalfatrillionrecordseverydayforover450millionindividuals,enablingenterprisestoanalyzedatatheinstantit’scaptured,drivingfasterdecision-making,lowercostsandhighergrowth.
TheGuavusReflex®advancedanalyticsplatformenablescustomerstogainacompetitiveedgebyhelpingthemputalltheirdatatoworktouncovernewinsightsandmakebetterqualityandtimelydecisions.Guavusprovidesnext-generationbigdataanalyticsapplicationsforsystemsplanningandoperations,mobiletrafficanalytics,marketing,customercare,securityandIoT.