Dr. Ray Mota, ACG Research CEO and Principal Analyst, and Ilan Tevet, RAD Marketing and Business Development VP in dialogue about user-centric service assurance tools for CSP customer retention, package upgrades and OpEx savings.
What if CSPs could save millions annually on call center and tech support, while raising satisfaction for enterprises and enterprise users?
This is now possible by harnessing EAD/NID traffic data for fault isolation and usage insights.
According to a 2021 Survey, only 24% of CSP call center helpdesk ticket root causes originated in the CSP WAN. The remainder were 3rd-party originated, from either the enterprise LAN or Cloud-based application. By attaining end-to-end visibility of the entire service path, CSPs can immediately perform fault isolation, eliminating unnecessary helpdesk tickets.
The savings is estimated at $150 per helpdesk ticket – not to mention that customer satisfaction increases due to support speed.
In turn, this visibility service can be provided to the CSP enterprise customer as a subscription service. The enterprise can “self-serve” fault isolation, thereby only escalating issues related out of their domain to their CSP. Talk about a time saver.
In addition, the traffic insights enable CSPs to offer service upgrades based on actual usage – a win-win for both CSP and user.