PRODUCT PORTFOLIO TELCO TROUBLESHOOTING AUTOMATION - Bulb ...
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About BULB PRODUCT PORTFOLIO TELCO TROUBLESHOOTING AUTOMATION Over the past 15 years, Bulb Technologies has earned a reputation as a leader in broadband service manage- ment. The company has helped communications service providers - fixed, cable and mobile - deliver a superior customer experience while dramatically reducing operating costs. Bulb has served more than forty customers across Europe, including operators of Deutsche Telekom, A1 Telekom Austria, Telecom Italia TIM and United groups. Bulb's state-of-the-art solutions for service assurance, customer experience management (CEM), device man- agement and service analytics rival those of the largest global software vendors. Bulb's Cempresso Suite is a next-generation solution that offers a new approach to automated end-to-end diag- nostics, guided troubleshooting and analytics. Based on a comprehensive automation framework, Cempresso provides step-by-step guidance to customer support agents and empowers end customers to fix issues them- selves via a self-care interface on their smartphones. Bulb Technologies Ltd. | 2021 1
Cempresso Customer Care is a comprehensive By supporting complex services across home, access solution for automatic diagnostic and troubleshooting and core networks in addition to back office and of all types of telecommunication services. It offers business support systems, it also enables applica- unique guidance concept through various support tions to interact across the entire service delivery in channel interfaces, automated background investiga- the context of single subscriber. tion and root cause analysis. Our solution offers service providers a next-genera- It sits on top of a telecom service provider infrastruc- tion CEM tool that can highly increase customer care ture, using complex business logic to provide compre- service efficiency, as well as customer satisfaction hensive visibility and customer experience manage- level. With its unique concept it brings sizable bene- ment tools across all of the systems. fits to both fixed and mobile service providers. Typical business areas that benefit from Cempresso Customer Care are: Customer Care Field Services Customer Experience Digital Transformation Department Department Key Benefits: Immediate ROI: Increase troubleshooting Gain recurring issues/repair efficiency: history knowledge: Eliminate non-essential technician Better customer experience during Fully automated troubleshooting dispatches service remediation process process Reduce support costs Self-care capabilities increases Gain history knowledge about Increase first call resolution rate customer satisfaction by recurring issues and repair (FCR, FLSR, etc.) empowering users to fix issues Ensure knowledge transfer from Reduce call times via rapid themselves rather than call the 2nd and 3rd level to Call Centre resolution help desk Agents Reduce number of escalations to Continuous monitoring and more expensive technical expert proactive detection to resolve teams problems before customers Reduce training time for call experiences them center agents Reduce number of repeated faults and complaints 2 Bulb BulbTechnologies TechnologiesLtd. Ltd. || 2021 2021
With automated troubleshooting and diagnostics, Telcos can: Streamline customer service Combine insights for quicker Improve agent efficiency: requests: problem resolution: With automation solutions dealing An automated solution can With backend automation bring- with repetitive tasks, like search- combine all of the company’s ing background investigation, ing for common customer issues avenues for tracking, prioritizing, root cause analysis, 360-degree and trends, human agents have and solving customer service service visibility and automatic more time to focus on delivering requests. This makes it easier for remedies together, teams don’t meaningful experiences. businesses to track the most have to drown in endless legacy An all-in-one backend environ- important issues their clients are application. Instead, staff have ment also paves the way for facing and set up automations for access to all the tools they need better analytics and data driven repetitive tasks that might slow to resolve problems fast. decision making. the resolution process. Predictive analytics and insights: Empowered customers: An automated fault detection and Customers are becoming increas- troubleshooting process running ingly impatient when it comes to in the background of your dealing with customers service business can pinpoint potential issues. Today’s clients want to be issues on a constant basis. Telcos able to solve their own problems. could even set up predictive An automated system can analytics and provide customers support clients in addressing with alerts when a potential issue common issues by guiding them might begin. through the troubleshooting and diagnostics process in an immer- sive environment. Bulb 2 Technologies Ltd. | 2021 3
CEMPRESSO suite USER APPLICATIONS Virtual Agents and Self-care apps Customer Care Field Care Backoffice Task Proactive Care Chatbot (NLP) Troubleshooting tools Automation Automation Automation LOW CODE APPLICATION PLATFORM CAPABILITIES Recommendations Machine Learning KPIs NLP M2M Integration Workflow Anomaly detection Predictive analysis Trend analysis Omnichannel MODULES Fiber DSL Cable Wi-Fi Home Device Mobile Workflow Modeler User Task Form Modeler BULB FRAMEWORK Diagnostics and remedy workflows / Service troubleshooting business logic Data collection / integration microservices TELCO Element Managers Access Network Nodes Managed Home Devices Service Platforms 1. CORE PLATFORM Ultimate goal Cempresso Customer Care platform is Typical problem in such approach is that different to be central and unique service assurance platform services have completely different infrastructure that supports all types of services that may exist in elements domain, so different service assurance the network of typical multi service operator (for logic must be implemented for each service type. example, fixed services, mobile services, cloud Cempresso Customer Care addresses this problem services). with concept of “Domains” that are top level abstrac- tion unit which usually represents service type (for With the use of low-code hyper automation platform example, Fixed, Mobile). businesses can achieve your business development goals by designing workflows that drive processes end to end. 42 Bulb BulbTechnologies TechnologiesLtd. Ltd. || 2021 2021
CEMPRESSO suite Domains are very easy to model and configure in the With the implementation of the Cempresso Customer Cempresso Customer Care administration console Care core platform, client receives these key function- application, so in this way Cempresso Customer Care alities: becomes central platform that always execute specific business logic depending on domain that is admin interface selected upon session opening. workflow modeler integration framework Cempresso Customer Care platform provides the business logic execution environment infrastructure and tools for carriers to define, main- data model tain, and support services. It provides service provid- self-care app SBI ers a consistent approach for support and operations, delivering content for self-care, assisted care, and operations applications. 2. MODULES 2.1. 360° Agent console for automated troubleshooting Cempresso Customer Care 360° agent console is a Main purpose of the 360° agent console is to provide web-based application that enables automatic guided flow through process of diagnostics and diagnostic and troubleshooting problems reported by troubleshooting of problems on telecommunication customers. services. Although all use the same Web based UI, each role will have its defined visualization and 360° agent console is a multi-channel user interface access to functions offered in the CSR. that supports various roles and stakeholders (for example, CSR GUI console, technical experts GUI The 360° agent console exposes the functions/func- console, Field service mobile interface, Customer tionalities defined in the Cempresso Customer Care self-care). Administration console application. Key functionalities include: A web-based agent console for diagnostics, Agent console OOTB provides template root-cause analysis, and real-time remedy workflow workflows/business logic: A customer-centric contextual dashboard with 360-degree views Access network diagnostics Dashboard customization for each service represen- Internet service diagnostics tative IPTV service diagnostics Intelligent step-by-step guided workflows with AI Voice service diagnostics Automatic actions and remedy flows Mobile service diagnostics Advanced session history of all activities on any Wi-Fi diagnostics channel Multi-user role management options Bulb 2 Technologies Ltd. | 2021 5
CEMPRESSO suite 2.2. Selfcare applications Integral part of Cempresso Customer Care platform is From the Cempresso Customer Care architecture self-care interface that can be easily integrated with perspective, self-care flows are implemented as the service provider’s web portal, a mobile portal or app diagnostics and unit action workflows in the same on smartphones or tablets. way it is done for CSR agent guidance. Such concept enables rapid introduction of new proved trouble- By using Cempresso troubleshooting self-care, shooting workflows and features without application end-subscribers are empowered to help themselves hard coding. through a range of guided flows that instantly solve problems or customize their services, which is With such advanced self-care interface, subscribers otherwise done by the CSR agents. are engaged due to additional control and value, so this results in increase of customer satisfaction and loyalty level. Cempresso self-care key features include: Standalone mobile app pre-integrated with Cem- presso platform Libraries for integration in existing customer app or customer end user web portal Web-based and mobile applications to guide customers from detection of the issue to resolution Virtual assistants to offload care agents Guided automated issue detection and remediation Telco customer care accessible 24/7 Self-care application provides out of the box template workflows/business logic for main call drivers: Services unavailable Interrupted Internet connection or slow Internet connection TV service not working or with difficulties Voice calling difficulties Mobile service unavailable Wi-Fi connection failure or difficulties 62 Bulb BulbTechnologies TechnologiesLtd. Ltd. || 2021 2021
CEMPRESSO suite 2.3. Selfcare Chatbot Cempresso Customer Care chatbot enables creating of personalized conversational experience within the mes- saging application of choice. Hi, I need help. Key characteristics of Cempresso Customer Care chatbot: Ootb conversation flows for most common use cases Hi John, I am Maya, your Virtual technician. Can I Efficient chatbot applications available on all channels reboot the router for you? (e.g., SMS, Viber, Facebook Messenger, or in existing That seems to be the issue. customer web portal, etc.) Common capabilities for machine-to-machine interac- tions Sure, thanks! Chatbot business logic with no-code flows Fully integrated multi-language NLP engine No problem, that's why I’m here. :) BPMN drag-and-drop workflow building XMPP server available for web portal implementation Telco customer care accessible 24/7 2.4. Integration API The Cempresso CC platform exposes functionality in the form of REST API, so that external systems can consume the functionality of the Cempresso CC business logic. The interfaces exposed are in the form of REST protocol. The interfaces include calls to execute workflows, create users and roles. Provides: Web service API Easy integration OSS/BSS Remote workflow execution M2M integration with external systems Bulb 2 Technologies Ltd. | 2021 B 7
CEMPRESSO suite 2.5. Video call support (web/mobile) Cempresso Customer Care Video Call support lets customer support agents see, in real time, the prob- lem customers are having and guide them visually through the solution. Because it is a visual solution, it can be used for any support center, with no connectivity to the end-user device needed. After the Customer Care agent creates a session, the customer directs their smartphone camera at the problematic device, screen, product, or document, sharing their view with the agent. No app or download is required by the customer. At the call center, the support agent sees the issue on their terminal, analyzes and then determines the problem and solution, sends visual instructions, and then assists as the customer follows the instructions and fixes the problem in real-time. Using Cempresso Video Call support,agents no longer are dependent on the customer’s description of the problem: they can see the problem themselves. Key characteristics of Cempresso Customer Care visual support: web application for video call establishment (agent < > subscriber) agent client app embedded in 360 console Instant deployment, no installation or integration 28 Bulb BulbTechnologies TechnologiesLtd. Ltd. || 2021 2021
CEMPRESSO suite 2.6. Session analytics For each completed support session, regardless of Session analytics provides following reports: the channel (e.g., CSR console, self-care, NBI), Cem- presso CC automatically generates a session data Session Analytics record (SDR) stored in the analytical database. Agent Performance Analytics Customer Interaction Analysis Each SDR contains relevant information about the Top Call Drivers/Issues session results, including session duration, list of Real Time Analytics/View detected issues, resolved issues list, escalation path, user-defined statistical dimensions (e.g., region, Advanced analytics and ML algorithms on session access node type, CPE type) configurable in the data additionally provide: administration console application. Trend Analysis Anomaly Detection An integral part of Cempresso CC is Session Analytics Console, which provides comprehensive insights into support process indicators. For example, the Session analytics console provides out-of-the-box indicators for Average Handling Time (AHT), First Call Resolution (FCR), number of sessions per channel, and number of specific issues. Bulb 2 Technologies Ltd. | 2021 9
REFERENCES 15+ years #1 15M+ 40+ of experience in CSPs served SEE market leader devices managed telecoms worldwide CONTACT INFORMATION Bulb Technologies ltd. Phone: +385 1 3732 096 Ulica Damira Tomljanovića-Gavrana 11, www.bulbtech.com 10020 Zagreb, Croatia info@bulbtech.com 2 10 Bulb BulbTechnologies TechnologiesLtd. Ltd. || 2021 2021
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