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GuavusLiveOpsDatasheet

Intoday’scompetitivemarkets,deliveringflawlessqualityofserviceactsasaprimarydifferentiatorandrevenuedriver.Asorganizationsevolvetheirservicestosupporttoday’sdigitallifestyle,improvingcustomerexperienceamidstatighteningoperationalbudgethasbecomeacomplexobjective.

Thegoodnewsisthatorganizationshaveaccesstomoreinformationabouttheircustomersandbusinessoperationsthaneverbefore.Theydon’tneedmoredata.Whattheyrequireiscontextandmostofall,customer-awareness.Allthisseparatedata,whenfusedtogetherinrealtime,tellstherichstoryofserviceperformanceandcustomersatisfaction.

Mostorganizationscurrentlyusestatickeyperformanceindicators(KPIs)todefinebusinessgoalsandmeasurecustomer’squalityofexperience.However,inanever-changingoperationalenvironmentinwhichvirtualization,newdevicesandapplicationsaremodifyingcustomerbehaviors,thestaticwayofcomputingandmeasuringperformanceisrenderedobsolete.

Today’sevolvingenvironmentrequiresdynamic,machine-learnedandnuancedindicatorsthatconsidercontextualfactorssuchascustomer,seasonality,populationdensityandothernoise.Furthermore,organizationsmustuseanalyticaltoolstofuseandcorrelatetheirsilosofdatawhiledetectingemergingissuesbeforetheyseverelyimpacttheircustomers.

GuavusLiveOps:Technologyforcustomerexperiencetransformation

GuavusLiveOpsisanoperationsanalyticsmodulethatfusesandcorrelatesstreamingeventsandcontextualdataoriginatingfrombusinesssystems,surveys,networkormachinetouncoverandprescriptivelyaddresscustomer-impactingeventswithspeedandagility.

Thismoduleisusedbyoperationcenters(SOC/NOC)staffto:

• Detectanomalouseventsthroughadvancedautomatedanomalydetectionalgorithmsandparrallelhumansetthresholds

• Triageandresolveissuesfasterbyenabling“one-click”root-issueanalysisacrossallmonitoredtiers

Benefits

• Deliverahighqualityof

serviceandimprovecustomer

satisfactionbyaddressing

impactfuleventsbeforethey

becomewidespread

• Detectanomalies,applyroot

issueanalysis,andpinpoint

affectedcustomerstoreduce

theimpactofnetworkevents

• Dramaticallydecreasethe

costofcustomersupportwith

fewercallsandticketsby

implementingdeflections

whenissuesareidentified

• Cutoperationalcostand

improvecustomerserviceby

reducingmeantimeto

understand(MTTU)andmean

timetorepair(MTTR)

• Accuratelygaugereal-time

customersentimentby

correlatingcustomer

experiencemarkerswith

operationaldata

• Quicklyassessthehealthof

anyparticularlocationor

marketwithanexecutive

dashboard

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• Monitoreventsspanningapplications,services,networktodeviceandinfrastructureinrealtimeandthrougha“singlepaneofglass”

• Automateworkflowstriggersandmachine-to-machineinteractions

TheGuavusLiveOpsmoduleisbuiltontopoftheGuavusReflex®platform,whichpowersoperationalanalyticsacrossawidearrayofdatadomainsandusecases.Themodulardesignallowsyoutoeasilyadddifferentanalyticsmodulesasyourneedsevolve.

TheGuavusplatformisdesignedtoingest,correlateandanalyzehighvolumesofstreamingandstoreddatainrealtime.TheresultingenricheddatasetsisfedintoGuavusmodulestoaddressoperationsusecasessuchasalarmcorrelation&prioritization,proactiveoperations,agilechangemanagement,andassistedcustomersupport.

Quicklyremediateissuesbydetectingcontextualizedanomaliesineventsandcustomerexperienceindicators

Today’sservicearchitecturesarebecomingincreasinglycomplex,withthedynamicnatureofservicesmakingitimpossibleforoperationsteamtoeffectivelyperformtheirtasksusingstandardpractices.Thisevolvingenvironmentrequiresmachine-enhancedcapabilitiesto:

1. Firstidentifynuanced,dynamicindicatorsthatallowforcontextualfactorssuchascustomer,seasonality,populationdensityandothernoisewhenmeasuringthequalityofcustomerexperience

2. Andthentoautomaticallydetectandcorrelateanomaliesinthesecontextualizedeventsthatmayimpactthecustomerexperience.

Keyfeatures

• Correlationofcustomer

experiencemarkerswith

operationaldata

• Real-timeeventsmonitoring,

behavioralclassification,

filtering,trending,chaining

andbaselining

• Geo-locationmappingof

events(heatmap)

• Extensiblebatchand

streamingdatacollection

• Behavioralanalytics

• Machinelearning-based

anomalydetectionengine

• Rootissueanalysis

• Prescriptive

recommendationsforissue

resolution

• Thresholdalertingforspecific

SLAmanagement

• Automatedfeatureselection

forconstantmodeltuning

• Individualentityscoring(KPI)

• Petabytescalability

• Seamlessintegrationwith

existingincidentmanagement

systems

• Mediationofinfrastructure,

networkandapplicationlayer

opsevents

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GuavusLiveOpsautomatesthedetectionofanomalouspatternsinanytypeofstreamedormachine-generatedevents.Guavusalgorithmsanalyzemillionsoftimeseriesbasedoncollectedevents,andcontextualizethoseeventswithrelatedattributesinordertoestablishandmaintaincomputedpatterns.Thesepatternscorrespondtotheexpectedbaselinesofanycombinationoftimeseries(orscores)andattributeswhilekeepinginreferenceanymeaningfulparent/childhierarchy.Onceananomalyisdiscovered,thesoftwareidentifiesitsmagnitude(deviationfromthebaseline).Basedontheanalyzedcombinations,themodule’sanomalydetectiontechnologyroutinelyuncoverswhathumaneyesorstandardthresholdalertingsystemsfailtodetect.

AlertingCenterFeatures:

AnomalyDetectionAlerting–

Providesalistofalltheanomalieswiththemostrecent/highestconfidencerating.Itcandisplayallanomaliesgeneratedbythesystemorthosethatrelateonlytorulessetbytheuser.

StandardThresholdAlerting– Userscansettheirownthresholdswhencreatinganewanomalyrule.Theywillthenbealertedwheneverthethresholdiscrossed.

Rapidlyisolateproblematicelementsthataredegradingthecustomerexperience

Themodule’sone-clickrootissueanalysisenablesoperationsteamstoquicklyandsurgicallytargetthesourceoftheissue,reducingMeanTimetoRepair(MTTR)andaveragecallhandletime.Sincethecauseoftheissueisquicklypinpointed,customersupportcandeflecttechnicalcallsonalreadyidentifiedissuestoanautomatedIVRorself-serviceapplicationstoavoidunnecessaryfieldoperationsdispatch,nofaultfoundequipmentreturnsorstorevisitsforissuesthatcanberesolvedremotely.

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RootIssueAnalysisFeatures:

Commonalities–Determinesthecontextandthesharedtraitsofananomaly.Theroot-issueanalysiscorrelatesallattributesandrecenteventspertainingtoagroupofcustomersbeingimpactedbyanissueandranksallcommonelementsthatsetthemapart.

Impacted&PotentiallyImpactedCustomers–Quicklyidentifiescustomerswhoareactuallyhavingcustomerexperienceissueandthosewhomaypotentiallybeimpacted.

Singlepaneofglassvisualizationofoperationalevents

GuavusLiveOpsprovidesa“singlepaneofglass”visualizationfortrendingandmonitoringofreal-timeoperationaleventsandrapidlyallowsopsengineerstounderstandtherelationshipbetweenoperationalissuesandcustomerexperiencemarkers.Clearvisualizationtoolsshedinsightsintointerlinkedelementsoftheserviceperformanceandultimatelythecustomerexperience.

VisualizationFeatures:

Trending&Monitoring–Displaystrendattribute(s)byevent(s)historicallyorinrealtimetohelpusersidentifyissuesoutoftheordinary.Youcanidentifytherootissueofthetrendbylaunchingthe‘commonalities’workflow.

Filtering&Segmentation– Enablestheusertofilteranyviewsbyavailableattributesordefineasegmentofsubscribersonwhichtoperformanalytics.

Sampledatasources

• IVRData

• CSRDisposition

• Servicecentervisits

• Networkevents

• Logicalhierarchy

• Networkinventory

• Userequipmentmake/model

• Userequipmentsoftware/firmware

• Configurationdata

• Networklogs/traces

• AlarmsandKPIs

• Performancedata

• Userequipmentlogs

• Networkhealthindicators

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Breakdown– Enablestheusertoviewanyeventbreakdownsbythevariantsofanyattributeandautomaticallyidentifiesthetopcontributors;comparesacrossvariantsbyidentifyingthebestandworstperformers.

AgileChangeManagementPerformance1–Identifiestheimpactofoutage&maintenanceevents,softwareupgrades,etc.oncustomersandquicklysendsalertsforhighimpactevents.

HealthMap2–Geographicalrepresentationofanomaliesenablesyoutoquicklydrilldownintothecontextoftherootissueforareaswithabnormallyhigheranomalies

Integratewithexistingdownstreamworkflowsforautomatedtriggers3

GuavusLiveOpsdeliversaclosedloopapplicationthatintegrateswithexistingsystemstominimizedisruptiontoyourecosystem.Itprovidesautomatedremediationforplannedserviceupgrades,definitionscopeandchangemanagementbasedonanomalydetection.WithGuavusLiveOps,youcan:

• Create/updatenetworkticketswithGuavusanomalydetection• AccessthedataandcorrelatedmappingswithgenericAPIoutput• Achieveconsistent&accuratequalitymetricsthatcanbeusedbyother

systemsthroughintegrationwithCRMtools

1AgileChangeManagementPerformanceisanadd-onfeature2HealthMapisanadd-onfeature3Connectorsto2ndpartysystemsareadd-onfeatures

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GlobalHeadquarters1800GatewayDriveSuite160SanMateo,CA94404UnitedStatesTel:+1650-243-3400Fax:+1650-286-0637www.guavus.com

Summary

Inaworldwhereeveryinteractionisanopportunitytodelight,operationalizingthecustomerexperiencetoensurecustomersatisfactionhasneverbeenmorecriticaltothehealthofyourbusiness.Youmustlookatyouroperationprocessesthroughthelensofcustomerexperienceratherthanstrictlyfromaninfrastructureortechnologystandpoint.Thisrequirestheadoptionofaservicearchitecturethatcancorrelatecustomerexperienceindicatorswithoperationaldataacrossmanysilostoprovideactionableinsights.

Guavusoffersthesecapabilitiesandprovidesthefoundationforanalytics-drivenorganizationsofthefuture.Guavusimprovescustomersatisfactionandoperationalefficiencywhilereducingcostofsupportbyenablingorganizationstodetectanomaliesandpinpointaffectedcustomerstoreducetheimpactofanomalousevents.

AboutGuavus

Provenattheworld’smostdemandingcustomers,Guavusisattheforefrontofstreamingbigdataanalytics,artificialintelligenceandmachinelearninginnovation.Guavusprocesseshalfatrillionrecordseverydayforover450millionindividuals,enablingenterprisestoanalyzedatatheinstantit’scaptured,drivingfasterdecision-making,lowercostsandhighergrowth.

TheGuavusReflex®advancedanalyticsplatformenablescustomerstogainacompetitiveedgebyhelpingthemputalltheirdatatoworktouncovernewinsightsandmakebetterqualityandtimelydecisions.Guavusprovidesnext-generationbigdataanalyticsapplicationsforsystemsplanningandoperations,mobiletrafficanalytics,marketing,customercare,securityandIoT.