Networks do not easily detect degradations automatically and operations support systems (OSSs) do not easily detect degradations in the last mile of the access network.

Improve customer care by using call anomaly detection to optimize workflow management

Care Analytics (CAL) is an analytics tool that collects and analyzes customer care workflow data, discovers and correlates anomolies, then triggers proactive workflows that take (or suggest) immediate, remedial action.

It automatically collects and analyzes customer care workflow data, discovers and correlates anomolies, then triggers proactive workflows that take (or suggest) immediate, remedial action.

A new feature called Call Anomaly Detection uses a Nokia Bell Labs machine-learning algorithm to monitor and detect network, service and third-party application issues at the call center.

Case Study