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The Empowered
Agent
Telecom success stories leveraging interactive
knowledge and human-guided automation
CEM Telecoms in Europe | 27-29/6
Our Experience
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New Capabilities for a New Age
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Incident Resolution Ecosystem
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Telecom Customer Care Goals
All Needed to Improve the Customer Experience
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Mute Event/Ticket Noise
Maximize Agent Efficiency
Reduce Mean Time to Resolution
Call Aversion
Automate Resolution
Enable Self-Service
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How to Improve the Experience
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Automate & Present Service Diagnostics
Deploy Interactive Procedures w/Automation
Enable Actionable Self-Service
Proactive Infrastructure Health Checks
Automate Away False/Duplicate Events
The New Empowered Agent
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Perform diagnostics
and troubleshooting
Follow Interactive
Guided Procedures
View Comprehensive
Incident Diagnostics
Invoke resolution
automations
Provide Process
Feedback
Customer Success
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Reduces global IT support spend by 5%
annually. Saving millions monthly.
80% reduction in workload associated
with their top ticket categories.
57,000 health checks every 15
minutes saving millions per year.
In sourced 200 agents from Wipro.
Reduced tickets from 22K to 8K monthly.
Reduced alarm acknowledgement
from 24 hours to 1 minute.
Grows network 30% each year
without adding extra FTEs.
Validates and Diagnoses 500K alarms
daily. Customers provided self-service
incident resolution capabilities
Reduced call volume by 30%
and saves $1.25M annually
Saving $1.1M monthly, driving
2.2% of revenue to bottom-line.
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CWC: Automate & Present Service Diagnostics
Providing digital cable, broadband internet, landline and wireless telephony throughout the Caribbean
Business Challenge
Resolve Solution
Business Value
Stop the ping-pong effect which
often occur when L1 agents have
to escalate incidents to L2/L3
engineers for resolution instead of
being empowered to directly and
timely impact the customer
support process themselves.
Resolve played a significant role in
consolidating our call centers into one single
location to serve the entire Caribbean. Resolve
is being used to provide a full circle view of the
infrastructure, services provided, equipment
validation, and account status for the Customer
Service Reps (CSR). Upon receiving information
from the customer, Resolve looks at network
status and reports if there is a known issue and
reports back to the local supplier node level.
Resolve provides the CSR with next steps, KM,
and applicable runbooks and create a ticket if
needed.
Resolve has consistently been able
to quickly validate, diagnose and
troubleshoot Columbus’ network
incidents resulting in reduced
response times because L1 agents
are now empowered to resolve
customer issues on the first call
reducing a 5-7 minute process
down to 2-4 seconds will all data
displayed on a simple interface.
Technology Environment
IBM ITSM, Netcool, Cerillian
(CRM), CounterStrike (Element
Management)
"Resolve has become our go-to Swiss Army knife. … It really helps deliver
a 360°view of our customers. Resolve also brings our front line support
staff up to a level that is equal to or on par with our engineers."
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Automate & Present Service Diagnostics
Information Needed for Resolution
Customer Reported
Service Issue
Front-Line Agent
Creates Ticket
Ticket Creation Prompts Automations for
Incident Validation & Diagnostics
Customer Information
Customer Ticket History
Owned Products/Services
Health of Services
Service Diagnostics
Customer and Incident
Information Analyzed
Infrastructure, Network and Applications
CRM/Service
Management
Incident Resolution Dashboard
Provides summary results of automated tests and diagnostics performed
for each incident with easy-to-follow troubleshooting actions
Databases
Event
Management
Servers
Applications
Config Mgt +
More
Network
3UK Interactive Process Guidance
Three UK, the fastest growing network in the UK covering more than 97% of the country’s population
Business Challenge
Resolve Solution
Business Value
Three UK needed to reduce
diagnostic times and escalations
for more efficient customer calls
within a scalable platform. The
company also needed agents to
input and track data from one
location instead of fumbling
through a complex set of systems.
1st line agents had no visibility into
back end systems resulting in a
high number of escalations.
Custom built customer care
application providing a single
viewing pane for all data visible to L1
agents. Clear and concise “cause and
instruction” messages provided with
easy to interpret “RAG” screen
indicating status of diagnostics test
execution, reducing the time to
complete testing.
The Resolve platform has
enabled Three UK to reduce
call times and diagnostic
times from 20 minutes to two
minutes. Resolve also
automated 500 potential
outcomes into a single pane
incident resolution
dashboard. Full diagnostic
reduced to below 90 seconds.
Technology Environment
“Our front line can now access diagnostic data to solve
customer issues on the first call without escalation”.
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Interactive Process Guidance
with Human-Guided Automations
Agent Enacts
Diagnostic Automation
Service Issue Isolated and
Agent Follows Resolution Procedure
(Circuit Testing, Config Validation,
Service Diagnostic)
(Port Reset, Process Restart, Provision/Config
Service, Capture Log Files)
Agent Reviews Validation
and Diagnostics Results and
Follows Guided Procedures
Front-Line Agent
Service Restored w/First Call Resolution
(All actions captured in Resolution Record)
Service
Management
CRM
Infrastructure, Network and Applications
ITSM, Event Mgt, SIEM, ITPA, DevOps, Config Mgt, Network Devices, and more
3UK Interactive Process Guidance
Consolidated Communications
Leading US communications provider covering 11 states
Business Challenge
Resolve Solution
Business Value
Maintain 24x7 up-time across its
network while delivering the highest
levels of customer service without
ripping and replacing current
diagnostic systems. Enhance existing
network monitoring capabilities and
define a series of collaborative
procedures for automating a wide
variety of business operations to drive
first call resolution.
Resolve was implemented as a complete
trouble shooting system used by Level 1
agents to allow them to solve complex
problems that typically they’d have to
escalate to Tier 2/Tier 3 engineers. Resolve
is the central repository for bringing in all
the information, configuration, and
customer intelligence. Resolve is used on
every call and is also tied to a variety of
home grown and 3rd party systems.
Consolidated is able to prevent
network downtime and loss of service
to customers, achieve enhanced
internal collaboration, improve
workflow, and save thousands of hours
each year to positively impact
customer service. Implementing
Resolve’s process automation has
improved efficiency, accuracy,
responsiveness and saved 100’s of
thousands of man hours each year. ROI
was achieved in less than nine months
after implementation.
Technology Environment
Remedy, Netcool, IVR, Homegrown,
Netcracker
“The tools we’ve been able to develop using the Resolve Platform
have provided us continual monthly savings of more than one
million dollars”.
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Accelerated Incident Resolution
Validation & Diagnostics Automation
Minimize incident volume by proactively
verifying and remediating events
Interactive Process Guidance with
Human-Guided Automations
Level 1
Agent
Agent guided to resolution with step-by-step
instructions, decision trees & automations
Ticket updated
Events
Incident Resolution Dashboard
Customer Reported
Incident/Ticket
Provides summary results of automated
tests and diagnostics performed for each
incident with easy-to-follow
troubleshooting actions
Infrastructure, Network and Application Connectors
ITSM, Event Mgt, SIEM, ITPA, DevOps, Config Mgt, Network Devices, and more
Level 2 Agents &
Subject Matter Experts
Automation, Decision Tree & Knowledge Creation
Refocused on building process guidance, decision trees, automations
& analytics instead of escalations
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