Communication Service Providers (CSPs) are faced with a significant challenge in understanding, analyzing, and optimizing the service delivery processes that are essential to maintain and enhance customer experience and reduce the cost of service.
Confronted with a dynamic scenario where service delivery costs are escalating and the customer experience is poor, for example where truck rolls are growing faster than customer acquisitions and customers are frustrated by delivery errors and delays, existing tools, such as Excel and SQL queries, are not sufficient to identify the underlying issues and promote rapid problem resolution. This is due to a number of factors:
- Relevant data will come from multiple sources and in different formats
- Relevant business logic is spread across many systems and processes, including order management, provisioning, dispatch, and trouble ticket management
- Event-level views are required to enable root cause analysis, trending, and remediation
The Lavastorm Analytics Platform delivers a comprehensive approach to service delivery assurance that embraces the end to end Order-Cash value chain, enabling business users within a CSP environment to quickly and easily:
- Acquire, federate and analyze data from any source and in any format
- Capture and analyze business logic resident in sub-processes, workflows, or human decisions
- Conduct root cause analysis at the atomic/event level
- Analyze, compare, and model performance based upon specific need
The agile Lavastorm adaptive analytics methodology drives a rigorous analyze-optimize-control process that allows CSPs to achieve rapid results without having full knowledge of the data, logic, or requirements, while the interactive, visual environment promotes easy collaboration across the many functional areas of an organization for cost efficiency.
| Advantages |
Benefits |
| Adaptive analytics capability provides rapid problem resolution |
Control service costs |
| Reduction in time to resolve minimizes impact on the customer |
Improve customer experience |
| Ease of use and collaborative features deliver a business-wide solution |
Rapid return on investment |