Company honored for its work in advancing operator customer support through analytics
SAN MATEO, Calif. – September 22, 2016 – Guavus, Inc., a leading provider of operational analytics, today announced that Reflex and its customer care analytics module, has been honored with a 4.0 diamond rating in the 2016 Diamond Technology Reviews Elite by Broadband Technology Report (BTR). Guavus’ care analytics module provides customer care agents with valuable insights, enabling them to implement contextualized care actions and offer subscribers personalized service that improves customer satisfaction and reduces churn.
“On behalf of Guavus we would like to thank BTR for honoring our work in enabling proactive and next-generation customer care,” said Chris Menier, Vice President of Products and Marketing at Guavus. “We share this award with our operator customers. This success of our care analytics product has been a direct result of their collaboration and commitment to improving customer service.”
“Each year the Diamond Reviews bring forth faster and better tools and applications that improve service delivery for operators. Judges were excited at the manner in which Guavas takes big data and makes it useable for operators, and more importantly, their customers,” said Diamond Reviews Chair Tom Gorman.
The 11th annual Diamond Technology Reviews program recognizes excellence in technology for cable operator networks. A panel of judges evaluates submitted entries and rates them on a scale of one to five Diamonds. BTR will announce the scores of entries that receive a rating of at least 3.5 Diamonds at this year’s SCTE Cable-Tec Expo in Philadelphia.
Guavus offers a new breed of analytics that go beyond the traditional siloed way of monitoring service availability to bridge the gap between existing OSS and today’s complex operational environment. The company’s analytics modules help service operations teams to deliver superior customer service, enabling them to: discover and prioritize service anomalies according to customer impact; focus on alarms that lead to customer experience degradation; anticipate the effect of agile change management; and prescribe maintenance.
Founded in February 2006, Guavus has been built from the ground up to unlock the value of machine-generated Big Data to improve customer experience through operational excellence. Guavus software collects, enriches and correlates massive volumes of structured and unstructured data analyzed by machine intelligence techniques to trigger contextualized actions for real-time decisioning.
About Broadband Technology Report
Broadband Technology Report (BTR), is the cable and telecom industry’s premier source for product and technology news, and is the most successful and fastest growing online outlet for product information and deployments; reviews and rankings; technology expertise; and buyer/seller facilitation. BTR’s portfolio includes online, print and video assets, all designed to help network operators build, upgrade and maintain high-performance communications networks. BTR, backed by more than 70 years of combined industry experience, delivers its email, online, print and video production services to more than 24,000 subscribers. If you are interested in subscribing, consult http://www.btreport.net/subscribe.html.
About the Diamond Technology Review program
The BTR Diamond Technology Reviews (“the Diamonds”) is a renowned industry program that was developed to recognize some of the top products and solutions available to the cable industry as determined by a stellar panel of cable telecommunications engineering experts. Engineering executives from Time Warner Cable, Bright House Networks, Suddenlink Communications, Comcast, Charter and Cox, and several expert consultants, were among the third-party judges for the 2016 “Diamonds.” Every year, BTR invites vendors to submit written information about products/solutions that have been released or upgraded since the previous year’s SCTE Cable-Tec Expo (October 2015). Criteria used in the Diamonds rankings include, first and foremost, unique technology or application thereof, innovation, ease-of-use, efficiency, reliability and contribution to profitability.
Public Relations, Guavus