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Cox Communications:  Fueling a Smarter Operations Center
 

Cox Communications: Fueling a Smarter Operations Center

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Innovation World 2013 presentation. ...

Innovation World 2013 presentation.
It was just the first day of implementation, and the newly minted intelligent action platform had already detected a major threat in real-time. Terracotta enabled Cox Communication’s Real Time Operations Center to pinpoint onset time and origin of an equipment issue. Quickly identifying the problem and acting on it, saved a transactional impact to the field as well as the frustration of potentially thousands of customers. Cox has used these big data insights to develop more agile and lucrative systems. From tracking the daily health of product releases to solving outages more quickly, Terracotta has been valuable across business tiers.

Speaker:
Bruce Beeco
Chief Architect OSS, Cox Communications

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    Cox Communications:  Fueling a Smarter Operations Center Cox Communications: Fueling a Smarter Operations Center Presentation Transcript

    • Terracotta Fuels Smarter Business Operations for Cox Communications Cox‘s Real Time Operations Center Bruce Beeco Chief Architect OSS Cox Communications October 9, 2013 ©2013 Software AG. All rights reserved.
    • 2 | ©2013 Software AG. All rights reserved. For internal use only
    • 3 | ©2013 Software AG. All rights reserved. For internal use only
    • What RTOC users are saying! This was day one of RTOC used by an untrained leader who had access to the information in a way he never had it before. The tool allowed us to correct what would have been a significant call driver tonight and throughout the weekend. The best customer issue to have is one they never have to experience. An Amazing Tool…..The product managers will benefit from the capability…..Outstanding Work. As Alycia and I are thinking about the future, your view for iNAV and dispositions to understand special cause is perfect. So, for us your tool arrived us into 2015 very early! Thank You 4 | ©2013 Software AG. All rights reserved. For internal use only
    • instant, intelligent action … 5 | ©2013 Software AG. All rights reserved. For internal use only
    • RTOC – Business Requirements • Provide calculated, correlated metrics in real time • Analyze call volume, call dispositions, trouble calls, customer actions and network events to identify “Events of Interest” • Provide consistent and actionable analytics (KPIs) to Care, Network Operations and Product Managers • Compare real time information to historical hourly, daily, weekly and monthly trends as well as planned and unplanned events • Reduce operational oversight by automating alerts and ticketing 6 | ©2013 Software AG. All rights reserved. For internal use only
    • RTOC – Benefits and Objectives • Reduce – – – – – – 7 | Truck Rolls Call Rates Hold Times Problem Identification Time to Repair Duplication of Tools, Data & Processes ©2013 Software AG. All rights reserved. For internal use only • Improve – – – – – Service Levels Operational Efficiencies Customer Satisfaction Resource Management Identification and Tracking of Customer Trends – Reporting Consistency & Quality of Data
    • RTOC – Solution Requirement/Challenges – Collection of High Volume Real Time Events – Event Enrichment, Classification & Filtering – Real-time Analysis, Trending, Reporting, & Alerting – Dynamic Rules, Thresholds, and Alerting – Integrate with Existing Technology and Systems – Extracting SME Knowledge from Business and Create Automation – Visualization of Events of Interest and Trends 8 | ©2013 Software AG. All rights reserved. For internal use only
    • Cox’s Implementation of Terracotta’s Adaptive Intelligence! 9 | ©2013 Software AG. All rights reserved. For internal use only
    • RTOC – Solution Results • Dashboard provides real-time event visualization • Problem identification is real-time • Users define KPIs and alerting rules • Ticket creation is automated • Customer calls are deflected • Truck rolls are reduced • Five home grown solutions have been replaced 10 | ©2013 Software AG. All rights reserved. For internal use only
    • Take a Peek at the RTOC Dashboard! 11 | ©2013 Software AG. All rights reserved. For internal use only
    • Take a Peek at the RTOC Dashboard! 12 | ©2013 Software AG. All rights reserved. For internal use only
    • Top Takeaways • Big Fast Data Division – Speed of implementation – Ease of use – Scalable to growing data sets 13 | ©2013 Software AG. All rights reserved. For internal use only • Software AG – Real-time, event-driven architecture is key – Out-of-box integration – Strong partnerships matter