|By Bob Hockman||
|February 13, 2012 06:30 AM EST||
Networks have become a strategic asset, the life blood of organizations. Once considered a "techy thing," networks are now mission-critical for every member of the organization - from the IT manager to the marketing VP to the CEO. An increasing number of companies now recognize the impact network quality has on the customer experience and, in turn, on the bottom line.
Providing a great customer experience, every time, is vital for limiting churn and building loyalty. This has led many organizations to adopt a strong quality assurance program to test and monitor all contact center services. This is particularly important in environments that must support multi-channel and multi-service applications. The complex configurations needed to enable voice, video and data to share network resources puts a tremendous strain on bandwidth and creates problems that can be very difficult to isolate. And the proliferation of mobile devices has added an entirely new set of issues and customer behaviors.
Network testing and quality assurance monitoring is important for creating and maintaining a great customer experience. However, these solutions capture a tremendous amount of information on customers, networks and operations. Managers constantly create reports with a slew of KPIs, including average hold time, peak chat volumes, queue lengths and IVR satisfaction rates, to try to make sense of all the data. While this provides a certain amount of understanding of daily operations, companies can do better. Advanced network analytics that correlate and trend multiple data points and KPIs over multiple dimensions offer real insight that companies can use to gain greater control over expenses, resolve issues more quickly and plan more effectively.
Using Analytics to Troubleshoot
Troubleshooting issues in multi-service networks can be extremely difficult. Typically, technicians will check the health of individual network elements or review a standard set of KPIs when they learn of a problem, but it's rare that an issue stems from a single system and most issues tend to be intermittent. Because issues are hard to isolate, they can even lead to nasty disputes between co-workers. An analytics engine with advanced slicing and dicing capabilities will reveal hidden problems. For example, sporadic voice quality issues could be examined from a variety of angles to determine the root cause. If they are coming from callers in specific area codes, it could indicate a problem with a specific carrier. If they occur after being transferred from a specific voice portal, it could indicate an incorrect setting on a specific server.
Proactively performing this type of network analysis enables companies to predict problems and correct them before they affect customers. When actual failures do occur, multi-dimensional network analytics, coupled with the ability to drill into micro events, significantly reduces time to repair. This can also reduce churn and support costs. To sum it up, the ROI for this type of solution is easily calculated and quickly realized.
Expense control is on everyone's agenda these days and understanding end-to-end network traffic patterns can help. For example, when companies originally transitioned to IP communications, they realized a significant reduction in their phone bills. However, as solutions evolve - due to enhancement, acquisition, global expansion or the incorporation of virtual agents - those routing schemes have become more complex. Many times during this process calls are directed off the network and back again. Standard monitoring solutions will show each of these calls as "complete," giving no indication that a problem occurred or that unnecessary toll charges were incurred. Only a complex analysis of traffic patterns will reveal opportunities to easily cut costs.
Going beyond standard contact center metrics provides greater visibility into individual business unit performance. Rather than reading a report that outlines average call stats, it's far more interesting to understand how long a VIP customer spends talking to a dedicated agent or how often people are requesting certain types of information, such as mortgage rates. Some questions the contact center can gain insight to through analytics include:
- Are these individual groups fully satisfied with self-service options?
- How are different customer segments interacting with the company?
- Do VIPs prefer to make calls where potential customers prefer online chat?
- Are these preferences changing over time?
- How are social media and mobile phones impacting customer behaviors?
When this type of intelligence is correlated, it paints a detailed analysis of network performance, enabling managers to pinpoint infrastructure investments to strategically enhance those experiences.
It also helps marketing and sales departments refine their strategies or develop new business models to capitalize on evolving customer needs.
An Effective Commitment
A strong commitment to quality assurance is the only way to ensure a great customer experience and effectively manage technology in today's evolving, multi-service environments. Getting it right with pre-deployment testing ensures that solutions will work as designed when released to customers. Keeping them right with ongoing monitoring ensures quality and availability. Now network analytics provides an opportunity to do what's right with actionable information for smarter decision making throughout the company.
To be effective, companies need a solution designed to handle "big data." No one wants to hire a team of database analysts and wait three days for an answer. Companies need a network analytics solution that quickly manipulates information and presents it in a meaningful way for specific job functions. Being able to see trends and drill into micro events give troubleshooting technicians an edge. Holistic, end-to-end insight into network performance enables more effective planning, optimization of technology investments and greater control over costs. Executive dashboards and trend reports provide management teams with the intelligence they require to exploit customer needs and find new profit opportunities. With analytics, doing what's right - from the control room to the board room - will give companies a long term advantage in any market.
Grape Up is a software company, specialized in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the USA and Europe, we work with a variety of customers from emerging startups to Fortune 1000 companies.
Apr. 30, 2017 10:00 PM EDT Reads: 2,663
Financial Technology has become a topic of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 20th Cloud Expo at the Javits Center in New York, June 6-8, 2017, will find fresh new content in a new track called FinTech.
Apr. 30, 2017 09:45 PM EDT Reads: 2,707
SYS-CON Events announced today that Grape Up will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct. 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Grape Up is a software company specializing in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the U.S. and Europe, Grape Up works with a variety of customers from emergi...
Apr. 30, 2017 09:45 PM EDT Reads: 2,519
@ThingsExpo has been named the Most Influential ‘Smart Cities - IIoT' Account and @BigDataExpo has been named fourteenth by Right Relevance (RR), which provides curated information and intelligence on approximately 50,000 topics. In addition, Right Relevance provides an Insights offering that combines the above Topics and Influencers information with real time conversations to provide actionable intelligence with visualizations to enable decision making. The Insights service is applicable to eve...
Apr. 30, 2017 09:30 PM EDT Reads: 3,193
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 20th Cloud Expo, which will take place on June 6-8, 2017 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 add...
Apr. 30, 2017 09:15 PM EDT Reads: 2,344
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
Apr. 30, 2017 08:30 PM EDT Reads: 1,449
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.
Apr. 30, 2017 08:15 PM EDT Reads: 3,557
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place June 6-8, 2017, at the Javits Center in New York City, New York, is co-located with 20th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry p...
Apr. 30, 2017 08:00 PM EDT Reads: 1,761
Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like “How is my application doing” but no id...
Apr. 30, 2017 07:45 PM EDT Reads: 7,476
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend @CloudExpo | @ThingsExpo, June 6-8, 2017, at the Javits Center in New York City, NY and October 31 - November 2, 2017, Santa Clara Convention Center, CA. Learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
Apr. 30, 2017 07:30 PM EDT Reads: 1,778
@GonzalezCarmen has been ranked the Number One Influencer and @ThingsExpo has been named the Number One Brand in the “M2M 2016: Top 100 Influencers and Brands” by Analytic. Onalytica analyzed tweets over the last 6 months mentioning the keywords M2M OR “Machine to Machine.” They then identified the top 100 most influential brands and individuals leading the discussion on Twitter.
Apr. 30, 2017 07:15 PM EDT Reads: 1,631
Five years ago development was seen as a dead-end career, now it’s anything but – with an explosion in mobile and IoT initiatives increasing the demand for skilled engineers. But apart from having a ready supply of great coders, what constitutes true ‘DevOps Royalty’? It’ll be the ability to craft resilient architectures, supportability, security everywhere across the software lifecycle. In his keynote at @DevOpsSummit at 20th Cloud Expo, Jeffrey Scheaffer, GM and SVP, Continuous Delivery Busine...
Apr. 30, 2017 07:00 PM EDT Reads: 1,501
Most technology leaders, contemporary and from the hardware era, are reshaping their businesses to do software in the hope of capturing value in IoT. Although IoT is relatively new in the market, it has already gone through many promotional terms such as IoE, IoX, SDX, Edge/Fog, Mist Compute, etc. Ultimately, irrespective of the name, it is about deriving value from independent software assets participating in an ecosystem as one comprehensive solution.
Apr. 30, 2017 06:45 PM EDT Reads: 784
SYS-CON Events announced today that T-Mobile will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on ...
Apr. 30, 2017 06:15 PM EDT Reads: 1,667
The 20th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held June 6-8, 2017, at the Javits Center in New York City, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Containers, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit your speaking proposal ...
Apr. 30, 2017 05:30 PM EDT Reads: 1,833
Cybersecurity is a critical component of software development in many industries including medical devices. However, code is not always written to be robust or secure from the unknown or the unexpected. This gap can make medical devices susceptible to cybersecurity attacks ranging from compromised personal health information to life-sustaining treatment. In his session at @ThingsExpo, Clark Fortney, Software Engineer at Battelle, will discuss how programming oversight using key methods can incre...
Apr. 30, 2017 05:15 PM EDT Reads: 4,236
SYS-CON Events announced today that CollabNet, a global leader in enterprise software development, release automation and DevOps solutions, will be a Bronze Sponsor of SYS-CON's 20th International Cloud Expo®, taking place from June 6-8, 2017, at the Javits Center in New York City, NY. CollabNet offers a broad range of solutions with the mission of helping modern organizations deliver quality software at speed. The company’s latest innovation, the DevOps Lifecycle Manager (DLM), supports Value S...
Apr. 30, 2017 05:15 PM EDT Reads: 1,535
SYS-CON Events announced today that Hitachi, the leading provider the Internet of Things and Digital Transformation, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Hitachi Data Systems, a wholly owned subsidiary of Hitachi, Ltd., offers an integrated portfolio of services and solutions that enable digital transformation through enhanced data management, governance, mobility and analytics. We help globa...
Apr. 30, 2017 05:00 PM EDT Reads: 1,666
SYS-CON Events announced today that Juniper Networks (NYSE: JNPR), an industry leader in automated, scalable and secure networks, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Juniper Networks challenges the status quo with products, solutions and services that transform the economics of networking. The company co-innovates with customers and partners to deliver automated, scalable and secure network...
Apr. 30, 2017 03:45 PM EDT Reads: 1,892
NHK, Japan Broadcasting, will feature the upcoming @ThingsExpo Silicon Valley in a special 'Internet of Things' and smart technology documentary that will be filmed on the expo floor between November 3 to 5, 2015, in Santa Clara. NHK is the sole public TV network in Japan equivalent to the BBC in the UK and the largest in Asia with many award-winning science and technology programs. Japanese TV is producing a documentary about IoT and Smart technology and will be covering @ThingsExpo Silicon Val...
Apr. 30, 2017 02:30 PM EDT Reads: 1,056