IBO Fuels Smarter Business Operations for Cox Communications by Bruce Beeco, Chief Architect OSS, COX Communications

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Bruce Beeco, Chief Architect OSS
April 10, 2014
IBO Fuels Smarter Business Operations
for Cox Communications
Cox‘s Real Time Operations Center

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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
Intelligent Business Operations!

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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!

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What’s Trending Above Normal

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Real-Time Automated Alerts

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Active Events on Map

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Product - 10 Minute Overview

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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