What’s next in

Proactive Monitoring ?

Outline

• Proactive Monitoring as a selling point

• Cognitive adaptation

• CAKE Reach

What is Proactive Monitoring?

CAKE Pulse

As a selling point

How can you sell Proactive Monitoring?

Proactive Monitoring as a selling point

Competitive advantage

Save cost

Early issue identification

Proactive Monitoring as a selling point

Increased productivity and efficiency

Happy Customer

Cognitive Adaptation

Cognitive Adaptation

Cognitive Adaptation

Learn from Giants

Learn from Giants

Learn from Giants

Adopt Best Practices

Bypass general mistakes

Be Modern and Up to Date

Imitate patternsAvoid re-inventing the wheel

A case study

Case Study

A case study

Only for Node JS ?

PM2 Monitoring

• PM2 Monit• Keymetrics Monitoring• Monitoring Modules

• Server-Monit • Mysql • Redis

• PMX

PM2 Monitoring

Meet Standards

Meet Standards & Overcome barriers

Meet Standards

Web Sockets Alerts

Salesforce Integration

Event Driven Notification

Role based custom dashboard

Cinco Integration

The hidden treasure

Unexcavated treasure

The hidden treasure

DATA as an opportunity

• Detect critical / fallout merchants

• Generate heat map like charts to rank merchants

• Targeted feature improvements

• Targeted training programs

What is out there?

How Proactive Monitoring is currently used in Operations?

What is out there?

• Warns about abnormalities in POS and merchant network

• Notifies the operator when specific metrics exceed pre-defined thresholds.

Proactive Call centers

Monitoring a Call Center in a Proactive Manner

Proactive Call centers

• Call queue status • Whether high priority merchant is always

waiting?• Whether calls from a one specific caller

rejected continuously? • Call extension status

• Whether all extensions are busy?• Which agent is answering the call?• What information he needs about issue?

Automated Call centers

Automating Call Center Services

Automated Call centers

• Automatic calls and text messages to notify customer on a ongoing problem of merchant device or network

• Scheduled calls and text messages to acknowledge issue state

• Alarming call center agent about TODOs

Tools and Tech

Typical proactive monitoring systems

Tools and Tech

• In sophisticated PBX systems we can find a manager interface which can listen to the internal event bus and publish it to given endpoints

• If we can collect that data and synchronize them in a proper manner it would be far better than the previous traditional approach

Tools and Tech

Combined approach

Combined Proactive Monitoring Systems

Combined approach

• The proposed call center monitoring system can be synchronized with prevailing monitoring system to enhance productivity and efficiency of the call center

• Monitoring systems can mutually control the pace of each other

Support – Current process

Current process in App-support

Support – Current process

Operator

identifies an issue

with the product

Operator calls CAKE

Support

Support requests customer

info

Info is used to look for

the merchant on Pulse and

SFDC

Support – Current process

• Caller / Account identification on incoming calls• Automatically pulling up the Pulse

account and recent SFDC cases

• Text messaging to schedule a call at a convenient time

• Other proactive measures• Restart Alerts

CAKE Reach

CAKE Reach

CAKE Reach architecture

CAKE Reach architecture

CAKE Reach architecture

CAKE Reach architecture

CAKE Reach architecture

Q&A

Questions?

Thank you!

Thank you!