On average, it takes over 8 minutes to identify an IPTV issue for residential customers and more than four hours for IPVPN business customers.
The solution will test if a service is running as it should, and if it is not, then would also auto fix any issues or escalate them for manual intervention.
As a result of these implementations CORTEX would be expected to deliver a reduced MTTR and an increase in right first-time responses.
CORTEX also auto rectified any discrepancies where appropriate and escalated those that required manual investigation.
The We Are CORTEX team also made many of these tests available to the end-customers directly via a self-service portal allowing them to take control of their own fault resolution, and enriching Customer experience
The implementation of CORTEX delivered a complete Automation and orchestration solution, with an embedded customer self-service portal increasing customer experience. Reductions in MTTR and agent call handling times were achieved
Approximate Functional Block Count: 1,100
Time to Value: 6 months
Our software alone is not the reason why people buy CORTEX, we know what really matters to CSPs. Discover the difference with We Are CORTEX
Easy to use and quick to master
We have tools that can automate the simple areas of our business but we need a platform that can deal with all of our needs not just the easy stuff.
Deliver business value quickly
I have a long term technology strategy but I need my automation to start delivering quickly and cannot wait for all of the legacy systems.
Enterprise-grade automation platform
We want to automate business critical operations and we need central controls and governance around our automation estate to avoid citizen-developers running.
As a dedicated CSP business we deep dive into every area of a CSP, take a look at some of our other use cases here.
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Minimising unexpected downtime or systems availability for customer impacting Change Requests.