Tuesday, November 17, 2015

Guavus Launches New Customer Experience Analytics Apps

Guavus announced the "..launch of a new suite of applications to enable the next generation of contextual customer experience analytics that fully illustrate the customer journey across networks and services.

The new application suite enables Service Providers to correlate and fuse petabytes of streaming and operational data with customer data in real-time transforming the Customer Experience Management (CEM) and Marketing functions towards real-time, contextual customer care and proactive business processes. 

The Customer Experience Analytics suite leverages the same data framework as Guavus’ Service Reflex application, which provides insights into service operations, thus providing customers with a complete end-to-end view of the operating environment.

The next-generation Guavus Customer Experience suite is built around two core analytics applications that leverage a common framework for maximum reusability and extensibility:
  • Care Reflex: provides customer care agents with unprecedented and granular near real-time insights to determine the precise impactful events affecting the quality of experience at critical points in the customer journey by subscriber. As a result, problems are identified and resolved faster and subscribers receive personalized service that improves customer satisfaction and reduces churn. 

  • Marketing Reflex: enables operators to gain a greater understanding of subscribers’ interests to strengthen their competitive position against digital providers and find new revenue opportunities to overcome flat ARPU. 

See "Guavus Introduces a New Customer Experience Analytics Suite Powered by Fast Data Operational Intelligence" - here.

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