OSS with a brain Resolve incidents in hours instead of days Shield back office from trouble ticket overload Improve network quality and churn rates
Dec 23, 2015
OSS with a brain
Resolve incidents in hours instead of days
Shield back office from trouble ticket overload
Improve network quality and churn rates
Simplified Troubleshooting using Automated Reasoning
2solve, the award-winning Network Troubleshooting solu-
tion from 2operate, facilitates your incident handling process
through automated diagnostic reasoning.
User-friendly interfaces and advanced visualization makes
data available to more staff members than traditional OSS
tools. This enables effective communication about the state
of network elements between Front Line suport and Back
Office specialists. Moreover, it is easy for Front Line support
to assess if a customer incident is due to network issues and
to provide initial feedback directly on the phone.
Be Pro-Active and Improve Customer Experience
With 2solve you will be able to detect and resolve networ
incidents before customers are affected.
2solve can be set up to raise alarms of cells showing abnormal
performance and present these together with pre-computed
diagnoses. This way, you can effectively and pro-actively
improve network quality using a minimum of technical
staff.
Artificial brain Friendly userinterfaces
Performance data,Call data, Alarms
Network
Man
agemen
t
Planning Core RAN Field Operations
24/7 Preventive Monitering
Customer Support
Transmission
Users of
4G
3G
2G
Technical Support
Traditional:
Cost of handling an incident: €645
Using 2solve
Cost of handling an incident: €160
Savings per handled incident: €485 (~75%)
Cost of a Technical Incident Reduced by 75%!
Traditional Using 2solve Savings
€645
€160
€485(75%)
Traditional incident handling
Resolution time: 48-96 hrsStaff involved: 6-12 peopleActual time spent: 4-6 hrs
Ticket for investigation
Specialist 1
Specialist 2
CustomerSupport
RAN Operations
Transmission
Tech. Support
Field Operations
Not my issue
FOUNDISSUE!
Network Incident
Enable Everybody to Understand Technical Data
2solve aggregates data into high-level visualizations of ser-
vice and network performance:
• Users can select individual network elements directly
in a network map and get realtime and historic performance
of voice, data, and SMS services.
• Periodic, emailed reports present network elements with
highest impact on customer experience. This may be used
for pro-active troubleshooting in backoffice
• User-friendly dashboards present the performance of
key services per network element and/or key account.
Moreover, 2solve correlates network data (including both
performance data, configuration data, and alarms) into early
diagnoses by using advanced artificial intelligence technology.
Improve Productivity of the Entire Organization
By enabling non-technical staff members to understand
the network better, a service provider organization becomes
overall more efficient in making the right decisions:
• Customer Support staff provides better support to
customers and raises trouble tickets with an accurate
description of technical incidents. This also enables them
to direct it to the right specialist unit without help from
expert troubleshooters.
• Management may use a number of 2solve functions
to better understand the nature of technical issues
reported by technical staff. A range of data aggregations
functions reveals the true state of the network.
• Technical staff is guided by reports on worst service
performance as well as by automatically produced early
diagnoses.
Incident handling using 2solveResolution time: 4-8 hrsStaff involved: 2-4 peopleActual time spent: 1-2 hrs
CustomerSupport
Network Incident
Transmission
FOUNDISSUE!Field
Operations
Transmission Problem
Reference statements
Sathya Vendhan G, Research Analyst, Technical Insights at Frost & Sullivan
While the currently available
OSS solutions are shown to be
providing network operators
with data and alerts, 2solve
implements a strong reasoning
engine. The solution reduces
the backend staff work-load by
addressing most of the technical
glitches, which can then be
handled by non-technical staff
in customer support. This means
that 2operate is at a greater
advantage than its competitors
to fetch a more robust ROI in
terms of cost and response
time.”
Gunars Danbergs, Technical Director of LMT
We evaluated 2solve over a
three month period, and the
solution met expectations on our
measured parameters.
In particular, 2solve makes
service and network data
available to more staff members,
what makes 2solve a common
working tool between divisions.
During the evaluation period,
2operate also proved to be
very effectivein reacting to our
demands and requests.”
”
”
Saulius Grudzinskas, Senior Manager of RAN Operations at TeliaSonera Group
2operate provides a unique tool
which enables our staff members
close to the customer to work
more efficiently on network
incidents. Moreover, our technical
experts are shielded from incident
management and can focus on
their ongoing projects.”
”
Kristian R. Davidsen, CEO of Faroese Telecom
At Faroese Telecom we have
a strong focus on placing the
customer at the centre of
everything we do, and the way
that 2operate makes network
data more available to staff
members in customer support
is just perfect for us.”
”
Awards
See our video demonstration
Niels Jernes Vej 10 | DK-9220 Aalborg Ø | Denmark | [email protected] | +45 96 35 61 50
www.2operate.com
About 2operate2operate is a young, innovative company serving mobile
network operators to achieve productivity improvments
in network operations by use of automated diagnostic
reasoning. Our award-winning 2solve solution belongs
to the area of Operations Support System (OSS) and
Customer Experience Management (CEM), and is unique
by having its own ”brain” enabling both technical and
non-technical staff to work pro-actively in fast screening
of network incidents. 2solve reduces time spent and
involved resources, and thereby reduces the cost of
incident handling by up to 75% per incident. At the same
time this increases network quality and customer satifac-
tion, hence churn rates are improved. Commitment and
dedication are key words for 2operate in our effort to
add value for our customers.