OSS With A Brain: Resolve Incidents in Hours Instead of Days

OSS with a brain
Resolve incidents in hours instead of days

Shield back office from trouble ticket overload
Improve network quality and churn rates
4G
3G
2G
Network
Performance data,
Call data, Alarms
Artificial brain
Friendly user
interfaces
Simplified Troubleshooting
using Automated Reasoning
Be Pro-Active and Improve Customer

Experience
2solve, the award-winning Network Troubleshooting solution from 2operate, facilitates your incident handling process
through automated diagnostic reasoning.
With 2solve you will be able to detect and resolve networ

incidents before customers are affected.
2solve can be set up to raise alarms of cells showing abnormal
performance and present these together with pre-computed
diagnoses. This way, you can effectively and pro-actively
improve network quality using a minimum of technical
staff.
User-friendly interfaces and advanced visualization makes

data available to more staff members than traditional OSS
tools. This enables effective communication about the state
of network elements between Front Line suport and Back
Office specialists. Moreover, it is easy for Front Line support
to assess if a customer incident is due to network issues and
to provide initial feedback directly on the phone.
Users of
Management
Customer Support
24/7 Preventive
Monitering
Technical Support
Planning
Core
RAN
Field Operations
Transmission
Traditional incident handling

Resolution time: 48-96 hrs
Staff involved:
6-12 people
Actual time spent: 4-6 hrs
Network
Incident
Customer
Support
Ticket for
investigation
Tech.
Support
RAN
Operations
Specialist 1
Not my
issue
Specialist 2
Transmission
FOUND
ISSUE!
Field
Operations
Cost of a Technical Incident

Reduced by 75%!
645
485
(75%)
160
Traditional:
Cost of handling an incident: 645
Using 2solve
Cost of handling an incident: 160
Savings per handled incident: 485 (~75%)
Traditional
Using 2solve
Savings
Incident handling using 2solve

Resolution time: 4-8 hrs
Staff involved:
2-4 people
Actual time spent: 1-2 hrs
Customer
Support
Network
Incident
Transmission
Problem
Transmission
Field
Operations
FOUND
ISSUE!
Enable Everybody to
Understand Technical Data
Improve Productivity of the Entire

Organization
2solve aggregates data into high-level visualizations of service and network performance:
By enabling non-technical staff members to understand

the network better, a service provider organization becomes
overall more efficient in making the right decisions:
Users can select individual network elements directly

in a network map and get realtime and historic performance
of voice, data, and SMS services.
Periodic, emailed reports present network elements with
highest impact on customer experience. This may be used
for pro-active troubleshooting in backoffice
User-friendly dashboards present the performance of
key services per network element and/or key account.
Moreover, 2solve correlates network data (including both
performance data, configuration data, and alarms) into early
diagnoses by using advanced artificial intelligence technology.
Customer Support staff provides better support to

customers and raises trouble tickets with an accurate
description of technical incidents. This also enables them
to direct it to the right specialist unit without help from
expert troubleshooters.
Management may use a number of 2solve functions
to better understand the nature of technical issues
reported by technical staff. A range of data aggregations
functions reveals the true state of the network.
Technical staff is guided by reports on worst service
performance as well as by automatically produced early
diagnoses.
Reference statements
2operate provides a unique tool

which enables our staff members
close to the customer to work
more efficiently on network
incidents. Moreover, our technical
experts are shielded from incident
management and can focus on
their ongoing projects.
Saulius Grudzinskas,
Senior Manager of RAN Operations
at TeliaSonera Group
We evaluated 2solve over a

three month period, and the
solution met expectations on our
measured parameters.
In particular, 2solve makes
service and network data
available to more staff members,
what makes 2solve a common
working tool between divisions.
During the evaluation period,
2operate also proved to be
very effectivein reacting to our
demands and requests.
At Faroese Telecom we have

a strong focus on placing the
customer at the centre of
everything we do, and the way
that 2operate makes network
data more available to staff
members in customer support
is just perfect for us.
Kristian R. Davidsen,
CEO of Faroese Telecom
Gunars Danbergs,
Technical Director of LMT
While the currently available

OSS solutions are shown to be
providing network operators
with data and alerts, 2solve
implements a strong reasoning
engine. The solution reduces
the backend staff work-load by
addressing most of the technical
glitches, which can then be
handled by non-technical staff
in customer support. This means
that 2operate is at a greater
advantage than its competitors
to fetch a more robust ROI in
terms of cost and response
time.
Sathya Vendhan G,
Research Analyst, Technical Insights
at Frost & Sullivan
Awards
About 2operate
2operate is a young, innovative company serving mobile
network operators to achieve productivity improvments
in network operations by use of automated diagnostic
reasoning. Our award-winning 2solve solution belongs
to the area of Operations Support System (OSS) and
Customer Experience Management (CEM), and is unique
by having its own brain enabling both technical and
non-technical staff to work pro-actively in fast screening
of network incidents. 2solve reduces time spent and
involved resources, and thereby reduces the cost of
incident handling by up to 75% per incident. At the same
time this increases network quality and customer satifaction, hence churn rates are improved. Commitment and
dedication are key words for 2operate in our effort to
add value for our customers.
See our video demonstration
Niels Jernes Vej 10 | DK-9220 Aalborg | Denmark | [email protected] | +45 96 35 61 50

www.2operate.com

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OSS with a brain

Resolve incidents in hours instead of days

Be Pro-Active and Improve Customer

With 2solve you will be able to detect and resolve networ

User-friendly interfaces and advanced visualization makes

Traditional incident handling

Cost of a Technical Incident

Incident handling using 2solve

Improve Productivity of the Entire

By enabling non-technical staff members to understand

Users can select individual network elements directly

Customer Support staff provides better support to

2operate provides a unique tool

We evaluated 2solve over a

At Faroese Telecom we have

While the currently available

See our video demonstration

Niels Jernes Vej 10 | DK-9220 Aalborg | Denmark | [email protected] | +45 96 35 61 50

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