cox communications: fueling a smarter operations center

©2013 Software AG. All rights reserved.

Cox‘s Real Time Operations Center

©2013 Software AG. All rights reserved.

Bruce Beeco Chief Architect OSS Cox Communications October 9, 2013

Terracotta Fuels Smarter Business Operations for Cox Communications

©2013 Software AG. All rights reserved. For internal use only

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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


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instant, intelligent action …


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• 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


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• 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


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– 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


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Cox’s Implementation of Terracotta’s Adaptive Intelligence!

Presenter

Presentation Notes


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• 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


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Take a Peek at the RTOC Dashboard!

Presenter

Presentation Notes

Will update with more before actual pres


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Take a Peek at the RTOC Dashboard!


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Top Takeaways • Big Fast Data Division

– Speed of implementation – Ease of use – Scalable to growing data sets

• Software AG – Real-time, event-driven

architecture is key – Out-of-box integration – Strong partnerships matter

Presenter

Presentation Notes

Terracotta : Solution was implemented in just 12 weeks! Technology worked seamlessly out of-the-box ready. : Massive data and we can make sense of it. SAG - We went from historical to real-time. Real-time tech is changing the game. We no longer have hours for data results. Is this SAG or Terracotta division? Software AG is supporting us on multiple fronts to keep our business cutting-edge. One more?