Nokia Motive Care Analytics - Alcatel
Transcript
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 Nokia is a registered trademark of Nokia Corporation. Other product and company names 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) © Nokia 2016 nokia.com