…ly determined that the seemingly independent issues may be related, a cross-functional team is formed to determine the true root cause and engage the appropriate fix-agent or task to resolve the issue. While this traditional fault management process plays out, customer frustration climbs. This slow, labor intensive process is no longer effective. It is too time consuming and too costly. In order to reduce the time to detect issues, accelerate reso…

…ionalize VIA across the extended ecosystem based on how VIA integrates real-time data and historical data to train the models and provide what-if scenarios. In short, we build trust with the operational teams by showing them exactly what VIA will do. Tune in to the Modern CTO podcast and listen in on my conversation with Joel Beasley. Then schedule some time with me and the VIA team to see what a difference the VIA AIOps product can make for your…

…cs like “average handle time” or “first call resolution.” At Windstream, a commitment has been made to capturing accurate data that can be used to see and support all aspects of the customer experience — from observing how well subscribers are able to install products, access, and use services, to monitoring and troubleshooting processes. The good news is that companies like Windstream have plenty of data to analyze. The challenge is determining w…

…The open banking models are enabling traditional banks to partner with neo-banks rather than compete with them. Fintech brings new capabilities faster with an improved customer experience. Traditional banks, willing to partner with neo-banks, bring their brand value and their customers, cultivated over generations to the relationship. The new business model requires a new operational model to guarantee the customer service experience. Based on ke…

…storm of opportunities for business. With the advances in IoT technology, cloud computing, and real-time analytics, many enterprises are embarking on major transformations to improve the service levels delivered to their customers and capture new revenue opportunities.   Slicing Makes It Personal… Potential use cases for business are many and varied, and that’s the key – and the challenge – for network operators. High-performance 5G networking wi…

…mises great advances in customer experience and delivery, as well as new business models. But network slicing’s true potential, whereby operators provide dedicated virtual networks with functionality specific customer over a common network ‘, will only be achieved when end-to-end reconfiguration is possible in real-time. That degree of sophistication will require high levels of network intelligence and automation.” Telecoms will have to think crea…