Guavus Adds Diagnostic Customer Service Tool to Data Analytics Portfolio
Guavus is adding to its big data analytics portfolio with a new solution that aims to identify the root cause of customer issues.
Built on top of the Guavus Reflex Platform the new product is called CareReflex and combines IVR (interactive voice response), operational, and business data to improve customer experience.
Guavus IP, Media & Cable Client Services VP Chris Menier told Talkin’ Cloud that the company has an “unique operational intelligence technology that is able to uncover commonalities in real-time between disparate data sources such as network data and customer care information.
“Unlike others that store first, Guavus’ analyze-first approach is especially useful when integrating and correlating the more than twenty different data sources that CareReflex integrates to improve customer service,” he said.
The product provides companies with an end-to-end view across their enterprises. Granular resolution and actionable insights can also be embedded into automated workflows.
“Purpose-built big data applications, such as those developed by Guavus, are pre-built with data intelligence and are readily available to provide an effective shortcut to returns that are valuable to the business and its goals,” Menier said. “It’s about being smarter and faster in how data is used to drive all parts of business — and you don’t need to be a data scientist to do it.”
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