People are saying... 
"Value network mapping of an organization, or even better, multiple organizations is the most unbiased and necessary view into what really goes on in business interactions. If done successfully, it changes the way job roles and the value of interactions are perceived and measured."
LaVeta Gibbs, former Director,
Global Contact Center Strategies
Cisco Systems
"Good ideas can emerge from an inventor working solo but more often they are a result of collaboration throughout an organization and its value network."
Carol Rozwell, Gartner Group,
VP and Distinguished Analyst
Value Network Insights™ Enterprise Edition provides capability to:
Better deploy resources on priority one incidents.
Predict where cases will go wrong.
Monitor customer experience and impacts.
Improve feedback from customer experience.
Challenge Met: Reduce high costs and risks in escalations
Global Technology Company – Customer support identified potential improvements of predictability of escalation of a ticket up to 90% with the Value Network Insights™ Enterprise Edition. Predictive capability allows for pre-emptive case handling to better meet Service Level Agreements (SLAs).
Learn more: Creating early warning systems for customer support environments
Learn more: Value Network Insights and Symantec Customer Support - Developing network-centric KPIs and Indicators
Challenge Met: Too many solutions creating needless complexity
Global Technology Company – A poor user experience resulted in 92 competing initiatives to fix the website and improve the customer support. Using Value Network Analysis (VNA), the company consolidated efforts into 32 complementary initiatives. Insights into interactions and team deliverables helped define requirements for a customer support application.
Learn more: Symantec Enterprise Support
Challenge Met: Fragmented support network confusing the customer
 Global Technology Company – More than 500 contact numbers made it difficult to track help desk activity and needs. Using VNA, the company reduced the amount of time and effort it took customers to find the right help, and justified additional equipment and support needed to improve response time. VNA also defined better flows of customer insights to product teams.
Learn more: Customer Interaction Networks: Value Networks and Cisco’s Global Call Center Strategy
Challenge Met: Allocating staff and resources
A key activity for customer support centers is resolving customer inquiries. While many inquiries are resolved during the first call, others are entered in ticketing systems such as HP OpenView® for handling by other support levels. Value Network Insights™ can be configured with support center data to master three key issues that arise when first-level support opens and assigns a ticket.
1. Enable automated assignment of a ticket to a second-level team and individual that will resolve the ticket fastest, based on historical performance, availability of staff, and competence of staff.
2. Predict whether or not a ticket will be completed within service level requirements.
3. Re-assign teams and individuals during the resolution process to maintain service level requirements.
Learn more: Value Networks for Customer Support Center Managers | 
