PRODUCT PORTFOLIO TELCO TROUBLESHOOTING AUTOMATION - Bulb ...

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PRODUCT PORTFOLIO TELCO TROUBLESHOOTING AUTOMATION - Bulb ...
About BULB
                               PRODUCT PORTFOLIO
                         TELCO TROUBLESHOOTING AUTOMATION
Over the past 15 years, Bulb Technologies has earned a reputation as a leader in broadband service manage-
ment. The company has helped communications service providers - fixed, cable and mobile - deliver a superior
customer experience while dramatically reducing operating costs. Bulb has served more than forty customers
across Europe, including operators of Deutsche Telekom, A1 Telekom Austria, Telecom Italia TIM and United
groups.

Bulb's state-of-the-art solutions for service assurance, customer experience management (CEM), device man-
agement and service analytics rival those of the largest global software vendors.

Bulb's Cempresso Suite is a next-generation solution that offers a new approach to automated end-to-end diag-
nostics, guided troubleshooting and analytics. Based on a comprehensive automation framework, Cempresso
provides step-by-step guidance to customer support agents and empowers end customers to fix issues them-
selves via a self-care interface on their smartphones.

Bulb Technologies Ltd.   |   2021                                                                         1
PRODUCT PORTFOLIO TELCO TROUBLESHOOTING AUTOMATION - Bulb ...
Cempresso Customer Care is a comprehensive                 By supporting complex services across home, access
solution for automatic diagnostic and troubleshooting      and core networks in addition to back office and
of all types of telecommunication services. It offers       business support systems, it also enables applica-
unique guidance concept through various support            tions to interact across the entire service delivery in
channel interfaces, automated background investiga-        the context of single subscriber.
tion and root cause analysis.
                                                           Our solution offers service providers a next-genera-
It sits on top of a telecom service provider infrastruc-   tion CEM tool that can highly increase customer care
ture, using complex business logic to provide compre-      service efficiency, as well as customer satisfaction
hensive visibility and customer experience manage-         level. With its unique concept it brings sizable bene-
ment tools across all of the systems.                      fits to both fixed and mobile service providers.

Typical business areas that benefit from Cempresso Customer Care are:

Customer Care                    Field Services             Customer Experience            Digital Transformation
                                                                Department                       Department

Key Benefits:
Immediate ROI:                          Increase troubleshooting               Gain recurring issues/repair
                                        efficiency:                              history knowledge:

Eliminate non-essential technician      Better customer experience during      Fully automated troubleshooting
dispatches                              service remediation process            process
Reduce support costs                    Self-care capabilities increases       Gain history knowledge about
Increase first call resolution rate      customer satisfaction by               recurring issues and repair
(FCR, FLSR, etc.)                       empowering users to fix issues          Ensure knowledge transfer from
Reduce call times via rapid             themselves rather than call the        2nd and 3rd level to Call Centre
resolution                              help desk                              Agents
Reduce number of escalations to         Continuous monitoring and
more expensive technical expert         proactive detection to resolve
teams                                   problems before customers
Reduce training time for call           experiences them
center agents
Reduce number of repeated faults
and complaints

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                                                                              BulbTechnologies
                                                                                   TechnologiesLtd.
                                                                                                Ltd. || 2021
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PRODUCT PORTFOLIO TELCO TROUBLESHOOTING AUTOMATION - Bulb ...
With automated troubleshooting and diagnostics, Telcos can:

Streamline customer service           Combine insights for quicker         Improve agent efficiency:
requests:                             problem resolution:                  With automation solutions dealing
An automated solution can             With backend automation bring-       with repetitive tasks, like search-
combine all of the company’s          ing background investigation,        ing for common customer issues
avenues for tracking, prioritizing,   root cause analysis, 360-degree      and trends, human agents have
and solving customer service          service visibility and automatic     more time to focus on delivering
requests. This makes it easier for    remedies together, teams don’t       meaningful experiences.
businesses to track the most          have to drown in endless legacy      An all-in-one backend environ-
important issues their clients are    application. Instead, staff have      ment also paves the way for
facing and set up automations for     access to all the tools they need    better analytics and data driven
repetitive tasks that might slow      to resolve problems fast.            decision making.
the resolution process.

                                      Predictive analytics and insights:   Empowered customers:
                                      An automated fault detection and     Customers are becoming increas-
                                      troubleshooting process running      ingly impatient when it comes to
                                      in the background of your            dealing with customers service
                                      business can pinpoint potential      issues. Today’s clients want to be
                                      issues on a constant basis. Telcos   able to solve their own problems.
                                      could even set up predictive         An automated system can
                                      analytics and provide customers      support clients in addressing
                                      with alerts when a potential issue   common issues by guiding them
                                      might begin.                         through the troubleshooting and
                                                                           diagnostics process in an immer-
                                                                           sive environment.

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PRODUCT PORTFOLIO TELCO TROUBLESHOOTING AUTOMATION - Bulb ...
CEMPRESSO suite

USER APPLICATIONS         Virtual Agents and        Self-care apps            Customer Care                    Field Care             Backoffice Task            Proactive Care
                             Chatbot (NLP)                                 Troubleshooting tools              Automation                Automation              Automation

                                                                                 LOW CODE APPLICATION PLATFORM

CAPABILITIES                  Recommendations               Machine Learning                       KPIs                            NLP                    M2M Integration

                                  Workflow                   Anomaly detection               Predictive analysis               Trend analysis               Omnichannel

MODULES                         Fiber                      DSL                      Cable                         Wi-Fi                  Home Device                Mobile

                                                             Workflow Modeler                                         User Task Form Modeler

BULB FRAMEWORK                                               Diagnostics and remedy workflows / Service troubleshooting business logic

                                                                                Data collection / integration microservices

TELCO

                                        Element Managers             Access Network Nodes                  Managed Home Devices                 Service Platforms

               1. CORE PLATFORM
               Ultimate goal Cempresso Customer Care platform is                            Typical problem in such approach is that different
               to be central and unique service assurance platform                          services have completely different infrastructure
               that supports all types of services that may exist in                        elements domain, so different service assurance
               the network of typical multi service operator (for                           logic must be implemented for each service type.
               example, fixed services, mobile services, cloud                               Cempresso Customer Care addresses this problem
               services).                                                                   with concept of “Domains” that are top level abstrac-
                                                                                            tion unit which usually represents service type (for
               With the use of low-code hyper automation platform                           example, Fixed, Mobile).
               businesses can achieve your business development
               goals by designing workflows that drive processes
               end to end.

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PRODUCT PORTFOLIO TELCO TROUBLESHOOTING AUTOMATION - Bulb ...
CEMPRESSO suite

Domains are very easy to model and configure in the        With the implementation of the Cempresso Customer
Cempresso Customer Care administration console            Care core platform, client receives these key function-
application, so in this way Cempresso Customer Care       alities:
becomes central platform that always execute
specific business logic depending on domain that is                admin interface
selected upon session opening.                                    workflow modeler
                                                                  integration framework
Cempresso Customer Care platform provides the                     business logic execution environment
infrastructure and tools for carriers to define, main-             data model
tain, and support services. It provides service provid-           self-care app SBI
ers a consistent approach for support and operations,
delivering content for self-care, assisted care, and
operations applications.

2. MODULES
2.1. 360° Agent console for automated troubleshooting
Cempresso Customer Care 360° agent console is a           Main purpose of the 360° agent console is to provide
web-based application that enables automatic              guided flow through process of diagnostics and
diagnostic and troubleshooting problems reported by       troubleshooting of problems on telecommunication
customers.                                                services. Although all use the same Web based UI,
                                                          each role will have its defined visualization and
360° agent console is a multi-channel user interface      access to functions offered in the CSR.
that supports various roles and stakeholders (for
example, CSR GUI console, technical experts GUI           The 360° agent console exposes the functions/func-
console, Field service mobile interface, Customer         tionalities defined in the Cempresso Customer Care
self-care).                                               Administration console application.

Key functionalities include:

A web-based agent console for diagnostics,                Agent console OOTB provides template
root-cause analysis, and real-time remedy workflow         workflows/business logic:
A customer-centric contextual dashboard with
360-degree views                                                  Access network diagnostics
Dashboard customization for each service represen-                Internet service diagnostics
tative                                                            IPTV service diagnostics
Intelligent step-by-step guided workflows with AI                  Voice service diagnostics
Automatic actions and remedy flows                                 Mobile service diagnostics
Advanced session history of all activities on any                 Wi-Fi diagnostics
channel
Multi-user role management options

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2 Technologies Ltd.      |     2021                                                                          5
CEMPRESSO suite

2.2. Selfcare applications

Integral part of Cempresso Customer Care platform is     From the Cempresso Customer Care architecture
self-care interface that can be easily integrated with   perspective, self-care flows are implemented as the
service provider’s web portal, a mobile portal or app    diagnostics and unit action workflows in the same
on smartphones or tablets.                               way it is done for CSR agent guidance. Such concept
                                                         enables rapid introduction of new proved trouble-
By using Cempresso troubleshooting self-care,            shooting workflows and features without application
end-subscribers are empowered to help themselves         hard coding.
through a range of guided flows that instantly solve
problems or customize their services, which is           With such advanced self-care interface, subscribers
otherwise done by the CSR agents.                        are engaged due to additional control and value, so
                                                         this results in increase of customer satisfaction and
                                                         loyalty level.

                                                              Cempresso self-care key features include:

                                                              Standalone mobile app pre-integrated with Cem-
                                                              presso platform

                                                              Libraries for integration in existing customer app
                                                              or customer end user web portal

                                                              Web-based and mobile applications to guide
                                                              customers from detection of the issue to resolution

                                                              Virtual assistants to offload care agents

                                                              Guided automated issue detection and remediation

                                                              Telco customer care accessible 24/7

Self-care application provides out of the box
template workflows/business logic for main call
drivers:
Services unavailable
Interrupted Internet connection or slow Internet connection
TV service not working or with difficulties
Voice calling difficulties
Mobile service unavailable
 Wi-Fi connection failure or difficulties

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CEMPRESSO suite

2.3. Selfcare Chatbot

Cempresso Customer Care chatbot enables creating of
personalized conversational experience within the mes-
saging application of choice.
                                                          Hi, I need help.
Key characteristics of Cempresso Customer Care chatbot:

Ootb conversation flows for most common use cases                        Hi John, I am Maya, your
                                                                        Virtual technician. Can I
Efficient chatbot applications available on all channels                  reboot the router for you?
(e.g., SMS, Viber, Facebook Messenger, or in existing                   That seems to be the issue.
customer web portal, etc.)
Common capabilities for machine-to-machine interac-
tions                                                     Sure, thanks!

Chatbot business logic with no-code flows
Fully integrated multi-language NLP engine                                   No problem, that's
                                                                             why I’m here. :)
BPMN drag-and-drop workflow building
XMPP server available for web portal implementation
Telco customer care accessible 24/7

2.4. Integration API

The Cempresso CC platform exposes functionality in
the form of REST API, so that external systems can
consume the functionality of the Cempresso CC
business logic. The interfaces exposed are in the form
of REST protocol. The interfaces include calls to
execute workflows, create users and roles.

        Provides:
        Web service API
        Easy integration OSS/BSS
        Remote workflow execution
        M2M integration with external systems

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CEMPRESSO suite

2.5. Video call support (web/mobile)

Cempresso Customer Care Video Call support lets
customer support agents see, in real time, the prob-
lem customers are having and guide them visually
through the solution.
Because it is a visual solution, it can be used for any
support center, with no connectivity to the end-user
device needed.

After the Customer Care agent creates a session, the
customer directs their smartphone camera at the
problematic device, screen, product, or document,
sharing their view with the agent. No app or download
is required by the customer.

At the call center, the support agent sees the issue on
their terminal, analyzes and then determines the
problem and solution, sends visual instructions, and
then assists as the customer follows the instructions
and fixes the problem in real-time.

Using Cempresso Video Call support,agents no longer
are dependent on the customer’s description of the
problem: they can see the problem themselves.

        Key characteristics of Cempresso Customer
        Care visual support:

        web application for video call establishment
        (agent < > subscriber)
        agent client app embedded in 360 console
        Instant deployment, no installation or
        integration

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                                                               TechnologiesLtd.
                                                                            Ltd. || 2021
                                                                                    2021
CEMPRESSO suite

  2.6. Session analytics

  For each completed support session, regardless of         Session analytics provides following reports:
  the channel (e.g., CSR console, self-care, NBI), Cem-
  presso CC automatically generates a session data          Session Analytics
  record (SDR) stored in the analytical database.           Agent Performance Analytics
                                                            Customer Interaction Analysis
  Each SDR contains relevant information about the          Top Call Drivers/Issues
  session results, including session duration, list of      Real Time Analytics/View
  detected issues, resolved issues list, escalation path,
  user-defined statistical dimensions (e.g., region,         Advanced analytics and ML algorithms on session
  access node type, CPE type) configurable in the            data additionally provide:
  administration console application.                       Trend Analysis
                                                            Anomaly Detection
  An integral part of Cempresso CC is Session Analytics
  Console, which provides comprehensive insights into
  support process indicators. For example, the Session
  analytics console provides out-of-the-box indicators
  for Average Handling Time (AHT), First Call Resolution
  (FCR), number of sessions per channel, and number
  of specific issues.

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2 Technologies Ltd.        |   2021                                                                         9
REFERENCES

  15+ years                             #1                    15M+                         40+
     of experience in                                                                    CSPs served
                                 SEE market leader        devices managed
         telecoms                                                                         worldwide

CONTACT INFORMATION

Bulb Technologies ltd.                               Phone: +385 1 3732 096
Ulica Damira Tomljanovića-Gavrana 11,
                                                     www.bulbtech.com
10020 Zagreb,
Croatia                                              info@bulbtech.com

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                                                                         BulbTechnologies
                                                                              TechnologiesLtd.
                                                                                           Ltd. || 2021
                                                                                                   2021
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