RAD is a global leader for telecom access solutions. As an industry pioneer for over 40 years, RAD reliably supplies worldwide communications service providers and critical infrastructure operators with best-of-breed Ethernet access devices, industrial IoT gateways, 5G xHaul, and Operational WAN solutions. Offering always-on connectivity from anywhere, along with data-driven, AI-powered actionable insights, RAD is distinguished for its supply-chain stability, which outsteps the market in delivery times. Founded in 1981, RAD serves as the anchor of the $1.6 billion RAD Group, an umbrella of independent companies that develop diverse networking and data communications solutions.
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RADinsight SD

Smart Diagnostics for CSP Customer Care and Operations

RADinsight SD leverages carrier edges installed based and their strategic locations.

CSP service desk representatives, network operations and enterprise IT are empowered with intuitive, insightful on-the-spot diagnostic tools to troubleshoot L2 connectivity issues. 

 

    RADinsight Smart Diagnostics (SD)

    The Challenge to Provide Effective Customer Care

    When a frustrated customer calls their CSP with connectivity issues a service desk representative tries to perform triage and eliminate trivial cases. They attempt to understand if the problem originated from the customer’s site, the CSP network, internet or the cloud provider.

    However, service desk personnel usually do not possess the technical skills and tools to diagnose the customer issue. Therefore, the problem gets escalated to operations, whereby multiple data sources are looked at to identify the problem. This is to remediate or resolve it. In some cases, field teams and equipment vendors are called upon to isolate and solve the issue.

    CSPs waste considerable resources on customer ticket escalation by attempting to troubleshoot problems unrelated to their network. According to Global Surveyz (L2 business services and 5G xHaul, 2021), the source of 76% of business connectivity problems reported to CSP service desks lie outside the CSP’s scope of control.

    Moreover, operational resource limitations lead to a large number of customer complaints taking too long to resolve or remaining unresolved. Simplifying, shortening, or avoiding customer complaint treatment processes will save CSP resources, increase customer satisfaction, and reduce churn.

    First Call Resolution

    RADinsight SD improves first-call resolution, helping service desk representatives easily isolate the issue and provide the customer with insightful diagnostics. It goes beyond traditional performance monitoring and other sophisticated engineering tools used by  skilled professionals for CSP network monitoring with intuitive end-to-end visibility across customer LAN, CSP network (WAN), and Internet/cloud.  

    Benefits for CSP Customer Care and Network Operations

    RADinsight saves on OpEx and increases customer satisfaction. The savings are maximized when its capabilities are provided via self-diagnostics to CSP enterprise customers. This helps them identify and often resolve the problems from their end, avoiding calls to CSP Customer Care.

    Highlights

    • Continuous end-to-end connectivity KPIs monitoring, and ML-based analytics
    • Plain language recommendations that direct customers to specific areas for remedy or improvement.
    • Virtual ticketing mechanism for documentation, history, and operational collaboration.  

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    RADinsight Smart Diagnostics

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    Key Take-Aways

    Continuous Monitoring
    Continuous Monitoring

    End-to-end connectivity KPIs and ML-based analytics

    Automated Resolution
    Automated Resolution

    Problem observation and remedy recommendations in pProblem observation and remedy recommendations in plain lain 

    Operational Collaboration
    Operational Collaboration

    Virtual ticketing for documenting and history. 

    Optimized SaaS Architecture
    Optimized SaaS Architecture

    Does not require SW agents or probes

    Traditional Service Assurance Tools
    The Challenge to Provide Effective Customer Care

    RADinsight Smart Diagnostics

    AI driven service assurance from the customer edge to the cloud

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