How CSPs Can Leverage Data-Driven Insights to Increase Profits - Episode 54

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.
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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.