DvSum checks five failure domains simultaneously the moment a subscriber call arrives — billing, provisioning, Wi-Fi, CPE, and plant. Your agent's first sentence is a statement, not a question.
The Problem
The Diagnostic Dead Zone
A subscriber calls: internet is slow. Your agent toggles between CRM, ticketing, modem portal, billing, and provisioning — asking diagnostic questions they can't answer without the data in front of them. 90 seconds of dead air. The agent guesses. The truck gets dispatched. The tech finds a loose connector — or finds nothing. Three weeks later, the subscriber calls again.
The Misdiagnosis Problem
Diagnosing a subscriber connectivity issue requires understanding five completely different failure domains simultaneously. Misdiagnosis doesn't just add AHT — it generates the wrong action. A plant issue gets treated as a CPE swap. An in-home Wi-Fi problem gets escalated to the NOC. A billing block gets diagnosed as a modem fault. Every wrong action is a cost that compounds.
"40% of contact center calls are tech support. These are the calls that require live network data. Most contact center AI doesn't know what FEC uncorrectables mean — and cannot tell the difference between a plant issue and an in-home issue."
Why It's Hard
Your agent navigates all five manually — across 4–6 separate systems — while the subscriber waits. DvSum checks all five simultaneously, in real time, before the agent says hello.
How DvSum Solves It
Assemble
CMTS telemetry + provisioning state + CPE health + managed Wi-Fi data + CRM + call history — unified into a single subscriber health snapshot, refreshed continuously. No dead air. No reset script as a first move.
Isolate
Wall-to-wall triage chain: Plant → Modem → Gateway → Wi-Fi → Device. Each step either exits with a verdict or passes to the next — in seconds. The output is plain language: "Outside plant signal issue — escalate to NOC, do not dispatch." No RF engineering required.
Sense
Continuous monitoring surfaces FEC drift, upstream SNR decline, and intermittent modem flap — and links it to specific subscribers before they call. When that subscriber does call, the plant-side finding is already flagged. Not because an alarm fired. Because DvSum was watching.
Pre-Compute
Every subscriber's signal chain is analyzed continuously on a rolling basis and cached. When the call arrives, the agent retrieves a warm result — not a cold query. Not faster compute on demand — pre-computed. The same analysis that could have triggered a proactive outreach is instantly available as the triage answer.
The Agent Experience
DvSum surfaces the diagnosis on the agent's existing Genesys desktop — no new tab, no new system. When the call arrives, a co-pilot card auto-populates: domain verdict, confidence score, recommended action, and subscriber context (last 3 calls, open tickets, account status). The agent's first sentence is a statement: "I can see what's causing this — let me try a remote fix."
For IVR and virtual agent paths, DvSum is invoked in the background the moment the subscriber connects. If the issue allows remote resolution — a Wi-Fi channel push, a modem reset — the virtual agent offers it in natural language, executes on confirmation, and the call ends without a human agent. If the issue is plant-side, the subscriber is informed and a priority ticket is pre-loaded with the RCA.
DvSum is not a replacement for Genesys. It is the intelligence layer underneath — called as an API, surfaced in the existing desktop, invisible when not needed.
The Act Layer
Act means the system recommends the right action to the right person at the right moment — with full context. On the contact center track, human agents are always in the loop. DvSum recommends; the agent executes. Remote actions (modem reset, Wi-Fi channel push, CPE config) require agent or subscriber confirmation before DvSum fires. Dispatch and account actions stay in your existing workflow systems — DvSum pre-loads the work order, the agent approves.
Every recommended action is logged with its evidence chain — your operations team can audit why the system made that recommendation at any point.
Remote Actions
Modem reset, Wi-Fi channel push, CPE configuration. DvSum surfaces the recommendation. The agent or subscriber confirms before execution.
Dispatch
When dispatch is the right call, DvSum pre-populates the work order with RCA, node, subscriber context, and evidence chain. Agent approves and submits in your existing system.
Audit Trail
Every recommended action is logged. Your operations team can see exactly why DvSum made that recommendation, on any call, at any point in time.
What's Live. What's Next.
| Subscriber Experience | Network Operations | |
|---|---|---|
| Reactive |
Live
Contact Center Triage
5-domain check at call open: billing, provisioning, Wi-Fi, CPE, plant. Plant vs. in-home isolation before the agent says a word. Stops the NTF truck roll at the source.
|
Live
HFC Alarm Prioritization
Impact-ranked queue. One-sentence RCA with evidence chain.
→ Network Operations
|
| Proactive |
Q3 2026
Subscriber Experience Monitoring
Wi-Fi QoE degradation detected before the subscriber notices or calls. Proactive outreach triggered — deflects the inbound before the queue builds. Churn-risk prioritization: who to call first when capacity is limited.
|
Live
Silent Failure Detection
Sub-threshold nodes flagged before the alarm fires.
→ Network Operations
|
| Preventive |
Q4 2026
Always-On Subscriber Assurance
Continuous QoE baseline per subscriber and segment. SLA exposure surfaced before breach. Capacity investment prioritized by subscriber revenue at risk.
|
Q3 2026
Network Health Intelligence
Congestion root cause and equipment aging ranked by failure probability.
→ Network Operations
|
In Production
All metrics from Liberty Latin America production deployment. Genesys Engage integration. 41.7% containment applies to network-related tech support calls only. AHT reduction is blended across call types — not a flat rate on every call. NTF truck roll figure applies to NTF-specific dispatches only.
Integration Status
DvSum integrates with Genesys Engage today — in production at Liberty Latin America. Genesys Cloud integration is in beta, with GA planned for Q4 2026. If you're on Genesys Cloud, ask us about early access — beta customers receive extended PoC terms and price protection at today's rates.
For other contact center platforms: DvSum surfaces via API. If your platform supports co-pilot cards or iframe embeds, we can connect. Talk to us about your stack.
Subscriber Experience
The best customer experience is one where the customer never had to call.
My internet just works.
DvSum detected a degrading upstream node, applied a remote fix at 3 AM. Subscriber never lost connection. Never called.
There's a storm, but I know they're on it.
Proactive notification sent. Estimated restoration: 2 hours. Subscriber didn't call. Didn't churn.
My Wi-Fi fixed itself.
DvSum detected CPE anomaly, pushed remote remediation. Subscriber received: "We detected and resolved a Wi-Fi issue in your home."
When I did call, it was actually quick.
Agent had full diagnostic history on screen before pickup. No "have you tried restarting your router?" Resolved on the first call.
We'll show you what DvSum surfaces on a real call from your network. No sandbox. No demo environment. Your subscribers, your nodes, your agent desktop.