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.
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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
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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.
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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.
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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
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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
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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
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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
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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 9REFERENCES
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
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