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This often leads to a frustrated and dissatisfied customer calling repeatedly for more specific problem-solving, and with extended call durations. Precisely what you want to avoid. If the root of an upstart problem is not identified from the general influx of customer calls, technicians miss the window of opportunity to solve this problem before it branches out to other customers. When this occurs, the spark from an individual complaint can quickly develop into "wildfires," and the consequence is that a critical number of specialists and managers spend inordinate amounts of time trying to put the fires out.

BitSwan provides the method for extinguishing these problems before they can build. Basically, here’s how BitSwan works:

• It analyses all network data in real-time, and in doing so initiates investigations immediately after first symptoms occur;

• It identifies unique problems and their sources;

• It can then pinpoint potential network outages, and immediately alert customer service operators with this critical and specific information.

What they need is a tool that provides them with a comprehensive contemporaneous overview of the latest service technologies.

BitSwan evaluates alarms in real-time and responds only to those that point to a root cause. When analysing alerts, it applies a correlation of events in context. It provides operators with a new generation tool, enhancing the legacy umbrella for management systems.

As Customer Service operators field this influx of calls, they tend to treat each call as though it were an isolated incident, without being able to see that there is likely a specific problem common to all. Network Operation specialists then lose valuable time by having to discreetly diagnose data from each call, waiting for a problem commonality to emerge.

With BitSwan, these commonalities are detected in real-time, and immediately forwarded to Network Operation Center specialists so that they initiate actual problem-solving. This greatly reduces response time and leads to much enhanced customer service. This feature is of even further value to Network Operation engineers because it helps them to prevent network outages.

In such an instance, the call centre operator, unfortunately, does not have information about customer's prior attempts to solve the problems, and this can result in redundant detailed inquiries. Calls then become both lengthy and frustrating for both sides.

BitSwan mitigates this problem by creating an Omnichannel. It monitors all support channels, maps the entire customer journey, and detects repetitive customer calls to CC. BitSwan automatically notifies the CC operator that the calling customer has previously tried another support channel, but has failed to solve the problem. Through real-time operational reporting, Bitswan reduces unnecessary call time devoted to redundancies, and in doing so provides a better opportunity for customer's issue to be rectified in one efficient call.