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.

Guavus Launches Big Data Analytics App for SPs

Guavus announced the ".. launch of Service Reflex 3: a big data analytics application that enables Service Providers to dynamically improve service quality and enhance customer experience by ingesting, fusing and contextualizing network impacting events with subscriber data in real time.

The application uniquely bridges the gap between Operation Support Systems (OSS) and Billing Support Systems (BSS), helping to: improve operations, reduce the cost of customer care and deliver an enhanced quality of experience.

New key innovations in Service Reflex 3 include support for:

QoE trend drill-down

• Actionable analytics: Anomaly detection, root cause analysis and commonality correlation to uncover previously undetectable, small-scale issues while reducing false negatives and non-service impacting alarms
   
• Health maps: Geographical representation of anomalies allows users to drill-down into root cause context for areas with abnormally high care and network-based events
   
• Improved segmentation for ad hoc analysis on cloud-based services: Real-time insights to continually improve change management processes and reduce testing time from days to hours
   
• Seamless integration with third- party incident management and trouble ticketing systems: Delivers a closed loop application for automated remediation for planned service upgrades, definition scope and change management based on anomaly detection

Geographic health map 

• Performance monitoring: Identifies the impact of outage & maintenance events, software upgrades, etc. on customers and quickly sends alerts for high impact events
   
• Workforce management & field operations: Provides a holistic view of network and care events and identifies when issues can be corrected at the network level to eliminate unnecessary, costly truck rolls; allows technicians to more efficiently address in-home issues the first time and reduce repeat visits; and delivers key insights into technician performance for KPIs, such as on-time rate, in-home test successes and repeat issue rates

See "Guavus Redefines Service Operations Analytics with Launch of Service Reflex 3" - here.

Samsung Partners with IBM and Guavus for QoE-Based OSS

Samsung announced recently "key partnerships with IBM and Guavus to provide comprehensive Operational Support Systems (OSS) offerings to mobile network operators. Samsung’s newly launched portfolio of operational support systems, CognitiV OSS [see "Samsung Electronics Targets High Quality Data Services with CognitiV Analytics" - here]  will help mobile service providers to manage and optimize their networks in a proactive and intelligent way. 

Based on information collected from network elements and user traffic, CognitiV OSS analyzes users’ service quality of experience (QoE) in real-time, which provides automated network optimization and root-cause analysis of service quality degradation.

• Through the strategic alliance, Samsung and IBM will collaborate on overall OSS technology and develop new business opportunities. Samsung’s leadership in the LTE market and IBM’s long experience with OSS will create important synergies for the development of an advanced OSS platform.

• Samsung is also working closely with Guavus on developing analytics technologies to bolster its innovative OSS offering. As networks grow increasingly dense and sophisticated, the importance of big data analytics is becoming more and more apparent. Samsung will work with Guavus’ analytics expertise to develop real-time analysis capabilities that are optimized for radio networks.

See "Samsung Electronics Partners with IBM and Guavus for Next Generation OSS Offerings" - here.

ConteXtream and Guavus Bring Analytics to SDN-based Carrier Networks

ConteXtream announced that it has "..partnered with Guavus to bring real-time analytics to Software Defined Networking (SDN) deployments on service provider networks. The partnership will combine ConteXtream’s ContexNet™ and Guavus’ Reflex™ operational intelligence platform. 

The joint solution gives network operators an end-to-end view across their network and enables Communication Service Providers (CSPs) to dynamically and more efficiently allocate network resources for video optimization, TCP optimization, and rate shaping".

See "ConteXtream and Guavus Partner to Make Service Provider Networks Programmable with Real-time Analytics" - here.

[ABI]: Big Data Analytics Moves from IT to Telecom Vendors

 
A new report by Sabir Rafiq [pictured], Research analyst, ABI Research finds that "Mobile Network Operators (MNOs) collect large amounts of data from their network, but the use of the data collected is what really counts .. MNOs and Communication Service Providers (CSPs) are actively looking into Big Data and Analytical solutions. They need tools that can impact their businesses and find new ways to reduce costs, improve efficiency of the networks, increase and generate new revenue streams, and increase QoE.”

Big Data Analytics are no longer the exclusive province of IT Software, as leading telecom vendors such as Astellia [see deployments with Eastlink, Bouygues, Zain, Orange, 3], Ericsson, Nokia Solutions and Networks, and Huawei have stepped up. Software vendors, including Citrix [see "Citrix Adds Zettics' Big Data Analytics to ByteMobile" - here] and Guavus [see "Guavus: Characterization of OTT Traffic without DPI" - here], offer big data and analytical solutions to help telecoms collect and analyze data effectively”

See "Telco Big Data Analytics is the New Frontier as Mobile Traffic Hits 200 Exabytes in 2019" - here.

Guavus Acquires IPDR Technology

 
Few months after acquiring Neuralitic Systems, Guavus announced the "..acquisition of Pipeline, the market leader in the cable industry for collecting, analyzing and mediating IPDR (Internet Protocol Detailed Records) data to understand bandwidth consumption and network activity. 

With this acquisition, Guavus becomes the first big data analytics solutions company to provide Multiple System Operators (MSOs) with a comprehensive view of their networks, services, devices and subscribers as they evolve their product offerings, improve the customer experience and drive new revenues .. Created by Applied Broadband, R&D specialists in broadband network architectures and software systems, Pipeline is currently licensed by seven of the top ten MSOs in North America as the IPDR solution for millions of broadband cable subscribers"

Benefits for the MSO industry include: "Capacity Management, Generate new revenue streams, Effectively manage churn & deliver a better customer experience" and more.

See "Guavus Acquires the Market Leading Pipeline™ IPDR Collection & Mediation Technology from Applied Broadband" - here.

Guavus: Characterization of OTT Traffic without DPI

 
Guavus announced it will "..demonstrate its Reflex Big Data Analytics platform, along with a suite of analytics applications tailored for cable operators' needs in customer experience management, network capacity planning and content & media optimization. At a glance, various use cases include:

• Characterization of OTT traffic without deep packet inspection (DPI)
• Subscribers' quality of experience via second-screen apps (iPad, Android and IP)
• Customer care interaction drivers (calls, tickets and truck rolls)
• Churn impact based on usage behavior, subscribed services and customer care interactions
• End to end visibility to content delivery and performance metrics

"The Guavus Reflex platform (chart below) is an end-to-end solution that provides actionable, contextually aware insights into customer behavior, network performance and application usage to enable timely, optimal decisions"

In February Guavus announced "..with growing traction in the US, Guavus currently counts three of the top four mobile operators and three of the top five Internet backbone operators as key accounts .. n addition, Guavus recently raised $25 million in a series-B growth round led by Intel Capital, Artiman Ventures and Sofinnovia Ventures" (here)

See "Guavus to Demonstrate Big Data Analytics Applications at The Cable Show" - here.