When we started delivering resilient connectivity over a decade ago it was unusual. There were not many doing it, and the ones that were made a very bad job of it.
None of our original “competitors” are still standing!
One of the ways in which we set out to be different was giving our customers visibility of the state of their internet connection in real time, via an online portal.
Let’s be honest, this was not just a “nice to have” – we considered it vital. As a business that started with a small number of passionate technologists, growing organically, frankly it was vital.
It’s not that we didn’t want to talk to our customers, but minimising support calls is wise in anyone’s book.
If a constituent line in a resilient solution suffers a fault there are two scenarios that can play out – even if the solution works perfectly by keeping the customer online whilst the issue is fixed.
Customer phones up and says, “is my connection working ok?” and we say “it’s proving its resilience and keeping you online, but there is a fault with line 1, we’re working on it”.
The above would actually be a pretty acceptable position for the majority of ISPs (and their customers, you would think!) but it leads to a number of understandable follow up questions:
“When did this happen?”
“Were you REALLY aware?”
“Why didn’t you tell me, why wait for me to phone you?”
Isn’t the below better…?
The same customer gets an automated email saying “one of the constituent lines in your resilient internet connection has a fault, we’re on the case and fixing it, we’ll keep you updated”.
We think it’s a no-brainer. In scenario B the customer is proactively informed and has that warm fuzzy feeling that we are on the case.
In both instances the customer’s connection never dropped, but by being open, honest and proactive, we’ve changed the mindset entirely.
Our ethos of keeping our customers informed, proactively, of everything we could became the genesis of eView Live. What started as a system to alert customers to faults (and stop them calling in) has now had the benefit of a decade of development morphing into the most complete monitoring and analysis system in the market.
Its actually difficult to define exactly what eView Live is now. Yes, it is still the portal through which customers can view their multipath ethernet solution, giving real-time throughput values, as well as vital statistics and detailed historical analysis.
But eView Live is so much more than that. Every connected node on our network – every modem, every EVX on every customer site, and every core EVX router – is sending a constant stream of telemetry to a suite of servers outside of our network, where all this data is crunched, sliced, diced and analysed 24 hours a day, 365 days a year.
This stream of network information is then used to direct our systems and effect network improvements on the fly.
If a carrier partner starts to experience a network issue we know within a matter of seconds, because our network of networks alerts us automatically. A stream of telemetry from modems experiencing increased latency is translated into meaningful actions by our AI engine.
In this example, where one carrier in our Multi-VNO network experiences increased latency, the problem need only manifest itself on a small percentage of lines for our AI systems to identify the common factor and balance traffic away from that network. Instructions are sent to EVX appliances everywhere whilst alerting our human engineers to the issues in hand.
Crowd sourcing our network intelligence in this way means that customers with lines NOT YET affected by the issue are saved from experiencing reduced performance because the decision to rebalance traffic has been taken at a higher network level, not by the EVX itself.
The heavy lifting and decision making of network level event prevention is done elsewhere, meaning the EVX can do what it does best – run our Intelligent Network Fabric software.
eView Live then: a customer portal, AI suite, monitoring ecosystem and key component of the most advanced internet & SD-WAN delivery mechanism in the UK.
We’ve made a nice infographic about it but speak to us to find out more. If you rely on your connectivity, then rely on Evolving Networks and eView Live.