Guavus announced that one of the largest North America cable operators has deployed the Guavus Reflex® solution with Guavus Live Ops customer care operations analytics.
Headquartered in San Jose, California, Guavus provides big data analytics applications for planning, operations, and IOT.
The leading cable operator which provides content, TV and Internet services to millions of subscribers, uses Guavus solution to bring together data from separate portions of within the company to allow their care ops teams to quickly discover previously overlooked issues common across micro-populations of subscribers.
Using advanced analytics, the solution automatically determines the normal rate of care events specific to that micro-population and recognizes anomalies in these rates in real-time, avoiding the use of “one-size-fits-all” thresholds.
Using the advanced analytics solution, the operator has been able to substantially improve customer satisfaction, attract new customers, accelerate operations, and reduce costs by more than $102M annually, claims Guavus.
Stephen Spellicy, VP of Marketing and Products, Guavus
Consumers don’t have the time or patience to wait, you’ve got to give them great service and new product experiences. We’re working with leading service providers, like this cable operator, to help transform their customer experience and business – to not only react to but anticipate customer needs, reduce costs and grow revenue – using real-time analytics and AI.
