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VisionWorks CEA helps service providers and Enterprise companies monitor and operate their network to provide the best customer experience to their subscribers. This is accomplished by a single coherent view of the true customer experience, with rapid root cause analysis and resolution across all services.
VisionWorks CEA solution:
With the VisionWorks CEA solution, service providers are able to shift away from manual problem
resolution driven by customer complaints to proactive, automated resolution, resulting in a better
customer experience at a much lower cost.
VisionWorks CEA aggregates data across network databases and assurance systems to create a
unified view of the customer’s experience and the underlying network performance factors impacting it.
VisionWorks CEA is able to proactively highlight and resolve issues affecting many customers before
downstream care and other costs are incurred. When unavoidable problems occur, VisionWorks
significantly accelerates the troubleshooting process by rapidly pinpointing root causes and triggering
VisionWorks CEA is unique in its ability to leverage synthetic traffic from test agents to flush out and fix
issues before a single customer is impacted.
Addressing the Service Differentiation Challenge
To address the service differentiation challenge, providers need to launch services faster, reduce
operational costs and deliver unique, highquality services. The following sections explain key
requirements for achieving these goals and how VisionWorks CEA delivers on those requirements
Focus on your customers
Driven by dual mandates for better quality and lower expenses, leading operators are embracing
customer centric operations. VisionWorks CEA is a key enabler of this migration as it allows operators to
rapidly identify and prioritize issues based on the number and percentage of customers with poor overall
quality of experience (QoE), poor service quality (KQIs), or other issues. This “separates signal from
noise” and allows fewer engineers, technicians, and customer care agents to provide better quality
service to subscribers at lower cost.
Automate your operations
VisionWorks CEA not only identifies customer experience hotspots, it also flags signature problems
associated with those hotspots. These signature notifications are used by customer care and operations
teams to automate problem triage, troubleshooting, and resolution workflows. This frees up human
resources to attack higher valueadded tasks like new service rollouts
Bring your own data
VisionWorks CEA was designed from the start to utilize existing operator active and passive probes, and
has spent years perfecting a telecom data model that is vendor and data source independent. This frees
operators from having to “rip and replace” their existing probes or face being lockedin to a single vendor.
Deploy faster with lower risk
Despite being flexible, VisionWorks CEA was designed from the start to minimize postdeployment
customization. This avoids the high risk, high cost “science project” dynamics that drive many analytics
projects to fail. Most systems are operational in 3 months.
Operationalize data science and selfservice analytics
The VisionWorks CEA data model, data dictionary, and related information is provided openly to
authorized data science, business intelligence, and engineering teams. Additionally, configurations and
optimizations for tools like Tableau, Nifi and Jupyter are also employed to maximize workflow efficiency
and familiarity. This enables data scientist and BI teams to work arminarm with operations teams in the
development of models that are then deployed in production.
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