Cox Communications implemented Terracotta's real-time operations center (RTOC) to enhance operational efficiency and customer satisfaction by providing instant analytics on call volumes, customer actions, and network events. The solution has automated ticket creation, reduced the need for truck rolls, and replaced multiple homegrown solutions, enabling real-time problem identification and improved service levels. Key benefits include faster data processing, ease of use, and scalability to meet growing data demands.

1. Terracotta Fuels Smarter
Business Operations for
Cox Communications
Cox‘s Real Time Operations Center
Bruce Beeco
Chief Architect OSS
Cox Communications
October 9, 2013
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4. 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
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5. instant, intelligent action …
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6. 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
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7. RTOC – Benefits and Objectives
• Reduce
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Truck Rolls
Call Rates
Hold Times
Problem Identification
Time to Repair
Duplication of Tools, Data &
Processes
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• Improve
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Service Levels
Operational Efficiencies
Customer Satisfaction
Resource Management
Identification and Tracking of
Customer Trends
– Reporting Consistency & Quality
of Data

8. 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
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9. Cox’s Implementation of
Terracotta’s Adaptive Intelligence!
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10. 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
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11. Take a Peek at the RTOC Dashboard!
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12. Take a Peek at the RTOC Dashboard!
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13. Top Takeaways
• Big Fast Data Division
– Speed of implementation
– Ease of use
– Scalable to growing data sets
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• Software AG
– Real-time, event-driven
architecture is key
– Out-of-box integration
– Strong partnerships matter