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Assurance and RiskView

Assurance and RiskView. Robert Cruickshank CEO, Rev2 robert.cruickshank@rev2.com. Feedback from Assurance customers…. Market timing is right for Assurance “Quad-Play” RiskView + WorkAssure + ServAssure + EventAssure More complexity in HFC and product o fferings

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Assurance and RiskView

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  1. Assurance and RiskView Robert Cruickshank CEO, Rev2 robert.cruickshank@rev2.com

  2. Feedback from Assurance customers… Market timing is right for Assurance “Quad-Play” • RiskView+ WorkAssure + ServAssure + EventAssure More complexity in HFC and product offerings • Increasing 7 x 24 reliance on 2-way plant and back office More data & customer touch points in connected home • Multiple DOCSIS devices, 99.999% service availability Operations pressure to “Find and Fix” efficiently • Correlate telemetry, calls & truck rolls over hours, days, weeks Operations pressure to reduce costs • Identify and replace before break, transition MTTRMTBF

  3. From Automated Outage Notification to Repair Financial Impact Analysis Rev2 RiskView® provides service outage analytics that enable prioritization of infrastructure issues based on their financial impact and creates additional Work Order WorkAssure creates the work order and acknowledges with the assigned job ID EventAssure declares an Event with an automated notification for a Work Order WorkAssure creates the work order and acknowledges with the assigned job ID Network outage suspected at Node 0 Workforce Management Performance Management Proactive Outage Management Automated Outage Interface WorkAssure determines the best resource to fix the issue (skillset, distance, equipment etc.) WorkAssure determines the best resource to fix the issue (skillset, distance, equipment etc.) EventAssure determines all devices offline behind Node 0 Common Data Collection Common Periodic Data Collection for Performance and Outage Information CMTSs and CPEs The tech is dispatched and notified via his handheld of the outage details The tech fixed the outage and closes the job on his handheld. WorkAssure powered Field Tech

  4. The Assurance “Quad-Play”RiskView + WorkAssure + ServAssure + EventAssure Enhance existing analysis capabilities • Supplement existing real-time alerting with ‘all-in’ over-time alerting • Daily, Weekly, Monthly, Quarterly, Annually • Extend current ‘Node’ outage capabilities • Analysis supports worst: Serving Group, Street, Premises, Port, Fix Agent, etc. Supplement “Network or Service Outage Alarms” to take action • Automated report creation and distribution by management area Easily support new inquiries • Enhance existing capabilities • Customer Impact: Equipment/Make/Model/Rev Incorporate additional data sources • Non-Responders, device reset behavior, video quality monitors, … Greater insight across the enterprise • Spend vs. Risk

  5. Assurance Quad-Play Sales Goal • MSOs without ARRIS Assurance • Sell all-four Quad-Play solutions • MSOs with some ARRIS Assurance • Sell missing Quad-Play solutions • Sell best fit solution(s) to meet MSO needs • Set stage for additional sales of missing Quad-Play solutions

  6. Selling the Message • Get Familiar with Assurance Quad-Play & RiskView’s role • www.rev2.com/arris-resources/ : Videos, Info Sheets, Case Studies • Assess MSO Assurance Need • Does MSO have Assurance Products: SAA, EA, WA, Others? • Have Enrollment Conversation to Gauge MSO Interest • Goal: Selling opportunity via: • 1) Webinar, 2) in-house Demo, or 3) other next steps • Follow-up with Sales Package based on MSO Assurance Needs

  7. Prioritizing undetected outages with RiskView • In real-time analysis, small and intermittent issues/outages may not exceed thresholds • Issues may be missed for extended periods • Some issues are precursors of larger outages GOOD NEWS: Clues clearly point operations teams to issues and concentrations of outage risk. CHALLENGE: Clues are needles in voluminous haystacks imprisoned in disparate databases.

  8. Systematically correlate multiple inputs over time RiskView leverages data from: • Call Center • Connectivity Calls & Repeats • WorkAssure • TC = Service Calls & Repeats • EC = Refer to Maintenance • DI = Voluntary Disconnects • Biz/Residential, 1/2/3 Services • Maintenance Activity • Planned, Demand • SAA ServAssure Advanced • Hourly Degraded CMs • US/DS Errors/SNR/Power/Util • On/Offline, Node Combining

  9. RiskView Architecture Correlates data from the Call Center with data from ServAssure Advanced and WorkAssure. ARRIS Confidential

  10. RiskView Problem Identification by… Geography Outliers represent most material risks. ARRIS Confidential

  11. Case Study:Operating Cost Savings • Savings Method • RiskView correlated across DOCSIS Serving Groups then Alerted on unusual costs • Weights applied • Reputational cost was used to Trigger RiskView Alerts= Calls + (2*TCs) + RepTC + (3*ECs) + (2*DI) + CHG + TRB + Telemetry Fluctuation + ServAssure DnErr + ServAssure UpErr • During Alert Periods, 50% of Financial operating cost was used to calculate savings= $.0535/min Calls, $45 TC & DI, $100 EC, CHG, TRB • Example of Savings for a single Serving Group on Next Slide • Alert Period = Prior Day RepCost>=15 AND (Same Day OR Next Day RepCost >=10) • Total Operating Cost • $2,466 = 71 Calls + 24 TCs + 2 EC s + 12 DI +1 CHG + 2 TRB • Potential Savings • $616 = 6 Calls + 5.5 TCs + 1/2 EC s + 3 DI +1/2 CHG + 1 TRB • Savings for 100% of Region = $ 53,883 / 18 days = $1.1M / 365 Days

  12. Case Study:RiskView Value Breaking through the OSS event correlation barrier by rationalizing existing tools/reports to identify/track issues • Issues that are small and intermittent and below real-time thresholds are found by RiskView, but … • BAU may not detect right away • Add up in cost over time • Get worse and become larger • Issues - even after fixes - remain problematic and costly • Key Finding: Voluntary Disconnects increase with prolonged elevated Financial Cost transactions (Calls, TCs, ECs) • Goal: Rapidly identify and resolve issues in order to eliminate transactions that ultimately lead to Disconnects Because undetected issues often last for days, the result is a “snowballing” effect ARRIS Confidential

  13. Case Study:Savings Using RiskView • Opportunity to derive savings using RiskView is the result of analyzing Ops data against benchmarks developed in the RiskView Database. For example, Why does this node/serving group have: • An above average number of disconnects? • So many repeat trouble calls? • So many TC’s? • RiskView provides the data as well as the benchmarks to surface issues • Once a problem is identified and fixed, then the reduction of TC’s, calls, etc. to a normal figure can be counted as savings • Reduced TC’s can be valued at the contract labor rate; likewise the reduction in calls can be valued as before • Any costs to fix problems can be subtracted from savings • This type of savings analysis can be done as RiskView is being used on a day-to-day basis and actual Preventative Actions are being initiated by RiskView • In the trial period, we simulated the above with feedback from MSO. In order to be more conservative, analysis is now done: • After removing the effects of ‘outages’ • Only considering Connectivity Phone Calls, TC’s, and EC’s • Using sensitivity analysis to look at different savings rates ARRIS Confidential

  14. Cost of Issues: Undetected by BAU but found by RiskView ARRIS Confidential

  15. Summary: ARRIS & RiskView® Outage Risk Analytics A Complementary Solution • Service delivery infrastructure analytics that help drive down costs by delivering the capability to move from a reactive, point-in-time view of data to an over time, cross-silo view of performance metrics. • Deployed in concert with ARRIS ServAssure Advanced™, Click and Clarify Key Features • Enables greater insight into service delivery infrastructure by correlating a wide array of service delivery infrastructure data sources. • Unprecedented level of operator analytics by including additional metrics such as Call Center Logs, Truck Rolls, Maintenance Work Orders, etc. • Provides Spend vs. Risk analyses. Use Cases • ServAssure makes detailed hourly measurements of the number of CPE in trouble on every upstream and downstream port and then feeds these values into RiskView for problem correlation, risk scoring, and prioritization. • WorkAssure, Click, and Clarify feed RiskView with detailed records of all Calls & Service Truck Rolls, from origination of work through final disposition, including disconnects and referrals to HFC Maintenance. Combined Value Proposition • Reduce cost/complexity in prioritization Issues • Isolate problems undermining performance. • Ensures a premium customer experience • RiskView Finds Issues missed by BAU • Correlates and scales more than humanly possible & transition to Real-time updates

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