Ericsson has unveiled the Ericsson Expert Analytics, a real-time, big data analytics platform that enables operators to derive actionable insights from big data and to turn those insights into appropriate actions in real time.
Expert Analytics is a fully configurable, horizontal platform that can support a wide variety of use cases for marketing, customer care, operations and network, based on fresh data from network nodes, OSS/BSS, probes, terminals, social media and others sources.
Expert Analytics can identify both symptoms and probable causes of customer experience issues for all individual customers. The platform then exposes these insights to applications such as Ericsson Customer Experience Assurance, which in turn allows customer care to shorten call durations and improve first call resolution, and also enables service operations centers to become more proactive and reduce mean time to repair.
The emphasis on closed loop action means that big data can actually drive improvement in daily operations, thus bringing analytics out of the lab into real business processes.
"Operators that deploy Ericsson Expert Analytics gain the power and flexibility they need to address current and future agility challenges," said Elisabetta Romano, head of OSS and service enablement at Ericsson’s business unit support solutions.