Guavus unveils CareReflex

Staff writer
25 Apr 2014

Guavus has launched CareReflex, an application to improve the ability to identify the root causes of complex customer issues.

Built on top of the Guavus Reflex Platform, CareReflex combines IVR, operational, and business data in real-time to provide timely, actionable insights for an improved customer experience.

CareReflex uncovers commonalities in real-time between more than twenty different data sources to create an end-to-end view across their enterprise with a highly granular resolution and actionable insights that can be embedded into automated workflows.

By deploying CareReflex, a large North American multi-system operator (MSO) is expected to significantly reduce repeat calls and save millions of dollars per year by avoiding costly truck rolls to its customers’ premises.

The MSO is using CareReflex to correlate infrastructure and customer care events to discriminate when a problem was related to the infrastructure versus a problem with the customer premises equipment.

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