Next Generation TAC Services
Traditional customer support models are reactive – where a problem is fixed after it has occurred, causing service disruption, loss of revenue and disgruntled customers. The conventional approach requires multiple built in redundancies to act as backup in case of a breakdown, making it expensive and complex.
Next generation support services utilize the latest in the field of data analytics, business intelligence, vulnerability assessments and advanced technologies such as self optimizing networks (SON) to provide predictive and proactive customer support. This approach helps anticipate problems and address them before they actually occur, thus reducing redundancies and support calls.
Telecommunications, and data communications industries, are moving away from simple network monitoring and break-fix modes of operation, to service-quality and service-level management. Next-generation support services that provide a more proactive and predictive approach to support are an essential part of this transition to service quality management. Download Next Generation TAC Whitepaper
Aricent provides Next Generation TAC services to leading equipment manufacturers and service providers across the world. These services combine the best of both traditional and non-traditional services models.
Service delivery is boosted by incorporating the latest innovations, including:
Contemporary Service Delivery Channels
The ubiquitous online and social media channels are being used to provide augmented support by encouraging self service and community based support. These channels enable the customer to leverage the extensive knowledge present on the web in an easy manner, thus enhancing the customer experience and further reducing the number of calls to the support centers.
Predictive Operations Model
Smart analytics coupled with technologies such as Self-Organizing Networks (SON) are used to convert network performance data into actionable business intelligence that lets the companies predict and address faults and problems before they occur. These models not only reduce the need for expensive redundancies, but also enable them to plan and deploy the network in an optimum manner further minimizing service disruptions and enhancing customer experience. A self organizing network has self configuration and self healing capabilities that provides an unprecedented amount of automation to minimize operation costs and reduce risks.
We deliver the following benefits to our customers:
- Reduced downtime and increased customer loyalty
- Improved stability for more effective deployment of advance technologies through Smart Analytics
- Deliver optimal, predictable performance and benchmark performance against industry peers and competition.
- Effective knowledge management increases technical support productivity and helps organizations be more responsive to customer needs.