Nokia Motive Customer eXperience Solutions (CXS)

Motive Customer eXperience Solutions (CXS) is a complex of software tools for providers of telecommunication services in support of enhanced capabilities of machine learning.

Use of products of a complex helps to reduce costs and to increase service quality of subscribers.

On November 17, 2016 the Nokia company announced release of large updates of a complex of the software tools Motive Customer eXperience Solutions (CXS).

As a part of the solutions Motive Service Management Platform (SMP) 7.0 and Motive Care Analytics (CAL) 2.0 Nokia the algorithms of machine learning developed by specialists of Bell Labs Nokia are used: the functionality helping computing systems to study without special programming. Integratsy supports of machine learning in a complex of solutions CXS Nokia intends to set the industry standard of a pro-active customer support which will help to improve possibilities of detection and the fault recovery and problem resolutions arising at subscribers.

Representation of Customer eXperience Solutions, (2013)

Motive SMP 7.0 Nokia is the platform, contains dynamic intellectual set of workflows of Dynamic Intelligent Workflows – a selfoptimizing system which defines the optimal sequence of the tasks providing the highest probability of the problem resolution with tariffing, subscriptions and network services.

By means of data analysis about the previous executed workflows, network functioning, the equipment installed at clients and requests for fault recovery, this functionality helps providers of services to find quickly optimal methods of liquidation of problems at the addresses of subscribers to specialists of a support service or use of means of self-service.

Among features there is Motive SMP 7.0:

• The Dynamic Intelligent Workflows system which provides accomplishment of the actions, with the largest probability allowing to resolve the subscriber's problem at the time of the address or use of a system of self-service
• Modeling of services and management of business logic for all channels which allows to make the unified and relevant content for different audience and provides the single interface of the user for all channels and devices
• The interface with support of drag and drop of objects which simplifies creation and deployment of expanded workflows
• The reliable environment of integration which provides: The adapters of new data sources for the basic systems intended for collecting of information necessary for models; integrated management of services for all systems of operational support and support of business; the regulated actions on the basis of workflows

Motive SMP provides continuous improvement and flexible implementation technical and business processes, allowing customers to refuse long implementation cycles of functionality of IT systems. Upgradeability of business logic at the runtime reduces time necessary for application of new logic in network. The Dynamic Intelligent Workflows system provides further simplification of this process due to use of machine learning for automatic update of logic at the runtime.

Motive CAL 2.0 Nokia is the technological solution capable to automatically compare addresses of subscribers to a support service and actions in the systems of self-service with network topology, services and applications of third-party developers. It allows to reveal deviations in structure of addresses, such as unusual nature of calls to a support service which indicate the place of emergence of problems in network functioning and the services affecting service quality of subscribers. Having detected such deviations, Motive CAL initiates the operations performed by means of Motive SMP and directed to failure handling in work of services and other malfunctions before they cause large-scale problems. The solution activates readdressing of calls to the systems of interactive self-service (IVR) and comparison of alarms of OSS, providing fast localization and identification of failures.

Jointly the solutions Motive SMP 7.0 and Motive CAL 2.0 help providers of services to reduce costs by means of reduction of average time of request processing in a support service by 5-15% and prevention up to 90% of inexpedient departures in connection with failures in network functioning (the directions of house keepers to the location of subscribers). They also allow providers of services to increase the level of satisfaction of subscribers and to reduce their outflow, preventing 85% of addresses to a support service concerning failures.

It is often difficult to reveal interruptions in work of services as they arise on the access network, on the client equipment or on devices of subscribers. The traditional systems of customer service are capable to solve only a small part of a large-scale problem, and long step-by-step process of search and fault recovery can cause discontent of the subscriber and risk of loss of income. Providing as much as possible earlier detection of malfunctions in network functioning and simplifying processes of interaction with a support service and the systems of self-service, new solutions of Nokia allow to reduce costs for IT and technical support and to increase satisfaction and loyalty of subscribers. Bhaskar Gorti, president of the direction of applications and analytics of Nokia

The Call Anomaly Detection function provides automatic monitoring and detection of malfunctions which are difficult for revealing means of the systems of operational support. Treat such malfunctions:

• problems of "the last mile" on the xDSL lines and in fiber optic networks;
• malfunctions in work of mobile services;
• faults of the equipment installed at clients;
• failures in work of the services entering service packages of IPTV, high-speed Internet access and broadband communication;
• problems with applications of third-party developers.

The Call Anomaly Detection function uses a statistical algorithm that in real time to reveal among the normal calls coming to call center, cases deviating regulation. Having detected any deviation, Motive CAL activates accomplishment of pro-active workflow in the Motive SMP system.

For November 17, 2016 Motive SMP 7.0 and Motive CAL 2.0 Nokia technologies are available to acquisition.