Nokia Motive Care Analytics - Alcatel

Nokia Motive Care Analytics
Release 2.0
Nokia Motive® Care Analytics (CAL) lowers call center OPEX and improves
customer care by optimizing workflow management. A new feature called
Call Anomaly Detection uses a Nokia Bell Labs machine-learning algorithm
to monitor and detect network, service and third-party application issues
at the call center.
Motive CAL automatically collects and analyzes
workflow-driven customer care session data from
the Nokia Motive® Service Management Platform
(SMP), then sends call anomaly notifications to the
Motive SMP to trigger a proactive workflow.
Key benefits
The Motive SMP is the cornerstone of many
successful Motive customer care solutions deployed
by fixed, mobile and converged service providers
across the globe.
• Fewer inappropriate technician dispatches
to customers’ homes by identifying issues
automatically before technician dispatch
Key features
• Call Anomaly Detection, which automatically
monitors and detects issues otherwise difficult to
detect with operations support systems (OSSs):
• Last-mile issues in the xDSL and fiber networks
• Issues with customer premises equipment device
models and firmware versions
• Service issues affecting IPTV, high-speed internet
and any broadband service packages, including
issues with third-party applications such as Apple
TV®, Netflix® and WhatsApp Messenger
• Reduced number of calls to the call center
through deflection of calls to the Interactive
Voice Response (IVR) system
• An improved customer experience by isolating
problems in the last mile, including service
degradations and passive elements, which
are difficult to detect with OSSs
Overview
Service providers are challenged by demanding
customers, who will not tolerate service degradation
or outages. Networks do not easily detect
degradations automatically, and OSSs do not
easily detect degradations in the last mile of
the access network.
• Call anomaly notifications, which trigger a
proactive workflow
1
Data Sheet
Nokia Motive Care Analytics
As shown in Figure 1, Motive CAL improves customer care by optimizing workflow management through
Call Anomaly Detection.
Figure 1. Call Anomaly Detection process
Network operations domain
Network,
service
problem
OSS is challenged to monitor access
network and customer impact
OSS
NOC/SOC
Service degradation is not easily
detected automatically
Customers will not tolerate
service degradation
Millions
of events
Customer support domain
Thousands
of customer
issues
Customer
Motive CAL and Motive SMP
The Motive SMP is a standard platform for
customer experience business processes, helping
service providers leverage advanced service
troubleshooting and management logic across
key elements of their existing service delivery
ecosystem.
Correlation of
contacts to topology
Call center
Motive Care Analytics
Call Anomaly Detection
The assisted-care workflows in Motive SMP collect
the topology data for each subscriber call from
the appropriate back office-systems. The topology
data is then available for use within the workflows
and is sent to Motive CAL in real time. Motive CAL
correlates the topology data for all calls to detect
call anomalies for elements in the topology.
Motive CAL enhances and accelerates the benefits
delivered by the Motive SMP by optimizing workflow
performance through automated analysis of the
workflow execution data from Motive SMP.
When Motive CAL detects a call anomaly, it is
associated with a network element, service or a
third-party application. Motive CAL sends a call
anomoly notification to Motive SMP, which triggers
a proactive workflow.
Call Anomaly Detection
The action taken by this workflow is configurable
for each deployment. Typical actions are to:
The Motive CAL Call Anomaly Detection feature uses
a real-time statistical signal processing algorithm
developed by Nokia Bell Labs to detect the
anomalous signal within the noise of normal calls
arriving at the call center. This machine-learning
algorithm learns the normal pattern of calls for
each element type and accounts for the time of
day, day of week and seasonal variation of calls.
• Send an email to Network Operations Center/
Service Operations Center (NOC/SOC) personnel
Motive CAL automatically discovers and correlates
the network and service topologies associated with
subscribers. This is accomplished by leveraging the
back-office integration capabilities of Motive SMP.
2
• Open a ticket in the customer relationship
management (CRM) system
• Send an alert to an OSS
• Send a notification to the IVR system to inform
customers that their problem is known and is in
the process of being resolved.
Data Sheet
Nokia Motive Care Analytics
Motive CAL uses the Motive Analytics Stack (MAS),
which provides a highly scalable and fully functional
analytics platform within which multiple analytics
applications can seamlessly interoperate as a
solution. MAS brings advanced analytics capabilities
such as stream processing and machine learning
using state-of-the-art technology components.
Figure 2 shows the Motive CAL Call Anomaly
Detection architecture.
Figure 2. Call Anomaly Detection architecture
Proactive care
Detect a statistical
anomaly when multiple
customers with a common
topology element
call within close time
proximity
SMP
Correlations
SMP writes data
to CAL/MAS
Near-real-time
processing
Network topology
by subscriber
Motive Analytics Stack (MAS)
NOC/SOC
call center
Ticket
CRM system
Alert
Motive Care Analytics
Common model
SMP
Email
Business rules and policy
Agent workflows
Network inventory
Proactive
workflows
Insights
Recommendations
• Network topology
• Service topology
• Third-party application topology
OSS
Update
IVR system
Technical specifications
Learn more
Platform requirements
Motive Care Analytics is an integral component of
the Motive® Analytics portfolio. Our Motive Analytics
solution is a key component of our Customer
Experience Solutions portfolio. We can help you
build a cognitive network that uses predictive
insights and prescriptive actions to address the
customer experience problems proactively.
• Red Hat® Enterprise Linux® 6.7
Motive Analytics products
• Motive Care Analytics
• Motive Service Management Platform (SMP)
Learn more about the Motive Analytics portfolio at:
http://networks.nokia.com/portfolio/solutions/
motive-analytics
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mentioned herein may be trademarks or trade names of their respective owners.
Nokia Oyj
Karaportti 3
FI-02610 Espoo
Finland
Tel. +358 (0) 10 44 88 000
Product code: PR1606020424EN (June)
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