Organizations are increasingly turning to Unified Communications to reduce costs, accelerate business processes and enhance productivity with next-generation applications such as:
Service Providers delivering these Unified Communications solutions face numerous challenges to:
Clearway Network Assurance Expert is the one tool that will allow your front-line support staff to proactively and quickly resolve any network issues, ensuring that your customers are satisfied with network performance and customer service while lowering your support costs. Its reporting tools will allow you to quantify customer benefits, identify bottlenecks, and plan for future expansion.
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Clearway Network Assurance Expert is comprised of several components to enable efficient network management, support, and problem resolution.
The Event Gateway allows for input of a wide array of information streams including telephony, data, streaming video, network events, and other time series data streams. Clearway Network Management Systems has worked with a variety of industry partners to create a hub-and-spoke system where partners can connect to the Clearway Network Assurance Expert hub via a standard web service interface.
The event processing layer allows users, metrics, and Key Performance Indicators (KPIs) to be defined and applied. This is where events are analyzed against the defined metrics, metrics are compared to KPIs, and actionable problem events are identified.
The ETL (extract, transform, and load) layer performs real-time transformation of the input data so that it can be processed by the knowledge base.
Problem events are compared to the knowledge base where rules are applied to generate alerts and escalations, but most importantly, to give the customer service representative an automated guide for resolving the problem. This automated diagnostic and remedy allows events to be worked by lower-level CSRs rather than immediately needing to be escalated to the engineering level for resolution. This provides both a quicker resolution of the problem for the customer and a much more cost-effective solution for the service provider. It substantially reduces the cost of problem resolution, while at the same time increasing SLA performance, providing better service to the customer.
An interactive Performance Dashboard is provided to maximize ease of use and efficiency in detecting and resolving network issues. The dashboard is targeted primarily to non-technical customer service representatives, providing solutions to technical issues in a format understandable to users who do not have extensive technical training. Clearway Network Assurance Expert also meets the needs of the most demanding technical users.
Clearway Network Assurance Expert is highly scalable and extensible. It can be quickly deployed and scaled to the expanding operations of the service provider, incorporating additional network devices and higher volumes of network traffic. Our commitment to product development will continue to extend the capabilities of Clearway Network Assurance Expert by including features for real-time event probability, risk analysis, advanced analysis of the state of the network, event correlation, pattern recognition, provisioning, and security.
