innovation day paris 10 avril 2014 - ibo fuels smarter business operations for cox communications

©2014 Software AG. All rights reserved.

Bruce Beeco, Chief Architect OSS

April 10, 2014

IBO Fuels Smarter Business Operations

for Cox CommunicationsCox‘s Real Time Operations Center


What RTOC users are saying!

This was day one of RTOC used by an untrained leader who had access to the information in a way he never had it before. The tool allowed us to correct what would have been a significant call driver tonight and throughout the weekend. The best customer issue to have is one they never have to experience.

An Amazing Tool…..The product managers will benefit from the capability…..Outstanding Work. As Alycia and I are thinking about the future, your view for iNAV and dispositions to understand special cause is perfect. So, for us your tool arrived us into 2015 very early! Thank You


instant, intelligent action …


• Provide calculated, correlated metrics in real time

• Analyze call volume, call dispositions, trouble calls, customer actions and

network events to identify “Events of Interest”

• Provide consistent and actionable analytics (KPIs) to Care, Network Operations

and Product Managers

• Compare real time information to historical hourly, daily, weekly and monthly

trends as well as planned and unplanned events

• Reduce operational oversight by automating alerts and ticketing

RTOC – Business Requirements


• Reduce

– Truck Rolls

– Call Rates

– Hold Times

– Problem Identification

– Time to Repair

– Duplication of Tools, Data &

Processes

• Improve

– Service Levels

– Operational Efficiencies

– Customer Satisfaction

– Resource Management

– Identification and Tracking of

Customer Trends

– Reporting Consistency & Quality of

Data

RTOC – Benefits and Objectives


– Collection of High Volume Real Time Events

– Event Enrichment, Classification & Filtering

– Real-time Analysis, Trending, Reporting, & Alerting

– Dynamic Rules, Thresholds, and Alerting

– Integrate with Existing Technology and Systems

– Extracting SME Knowledge from Business and Create Automation

– Visualization of Events of Interest and Trends

RTOC – Solution Requirement/Challenges


Cox’s Implementation of

Intelligent Business Operations!


• Dashboard provides real-time event visualization

• Problem identification is real-time

• Users define KPIs and alerting rules

• Ticket creation is automated

• Customer calls are deflected

• Truck rolls are reduced

• Five home grown solutions have been replaced

RTOC – Solution Results


Take a Peek at the RTOC Dashboard!


What’s Trending Above Normal


Real-Time Automated Alerts


Active Events on Map


Product - 10 Minute Overview


Top Takeaways

• Big Fast Data Division

– Speed of implementation

– Ease of use

– Scalable to growing data sets

– Fully Integrated with

WebMethods

• Software AG

– Real-time, event-driven

architecture is key

– Out-of-box integration

– Strong partnerships matter

– Leverages Existing Investment