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New AI-driven Mobile Voice Analytics Product from Guavus Helps Operators Meet Customers Great Expectations for 5G

Guavus, a leader in telecom AI-based analytics, announced a new Guavus Ops-IQ Mobile Voice Analytics product that gives operators the granular, real-time data they need to prioritize customer quality of experience and meet their customers’ high expectations for 5G and other mobile voice services.

“’My network is running properly, so customers must be having a good voice experience’ is an assumption MNOs can’t afford to make, especially with 5G,” said Guavus CEO, Alex Shevchenko.

“Guavus MVA helps MNOs isolate their customers’ mobile voice experience from within a sea of data points and gives them the insights to prioritize remediation efforts that have the most impact on customer voice experience. They can spend less time chasing down answers and more time resolving issues before they have a big customer impact. And they can make the transition many operators tell us they want to make — from network-centric operations to ‘customer-first’ service assurance,” said Shevchenko.

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Guavus MVA enables operators to consistently reduce the time to detect, diagnose and repair 4G, WiFi and 5G voice issues – benefiting teams across their organization who are sensitive to customer experience on their mobile voice services.

For the Service Management team responsible for the end-to-end digital voice service experience and customer retention – Guavus MVA can be used to proactively monitor the voice experience of customers that are either considered high priority or whose issue has just been resolved after a call to Customer Care.

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For the Customer Care team – when a customer reports a problem, Guavus MVA enables the team to collect voice experience metrics in a given time window to understand that customer’s journey before and when the problem occurred.

For the Operations team, Guavus MVA provides the answers they need at the exact moment a voice experience anomaly is raised, also taking into account the impact on connected subscribers by priority.

And for the Marketing team – Guavus MVA can be used to collect customers’ voice experience scores to identify users who are affected by a bad experience before promoting a new service during a targeted marketing campaign.

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