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Vodafone Success Story

How CORTEX and Vodafone developed advanced automation together

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Network fault management

Automated network fault management

88%

Ticket Reduction created manageable loads.

255k

Minutes of Engineering Capacity restored in year 2.

90%+

Reutilisation of automation meant no incremental costs
Background

A Communication Services Provider (CSP) with an international voice network wanted to maximise the quality of service to their customers whilst minimising the cost.

A set of network traffic monitoring systems reported incidents on the network traffic to specific destinations. As well as this, a central routing engine helped engineers make changes to the routing as and when required.

Due to the complexity of correlating the alarms and the evaluating the best routing alternatives, it proved difficult for the customer’s engineers to keep up with the changes, leading to them being overwhelmed and their ability to apply fixes to the network diminishing over time.

The fault management system had a huge list of alerts which were either not handled in time or were cleared by users without any analysis.

Objectives

The Customer understood this to be a business critical process which was constantly deteriorating under the pressures and demands of the wider business growing around them, but the departmental ability to keep up with said growth, not scaling sufficiently.

An automation initiative was devised to increase the velocity and accuracy at which this team could operate. Additionally, the business needed to evaluate and remedy all unhandled alerts, as well as those which were handled either slowly or incorrectly, to reduce the errors in the network. The end goal of the project was to achieve a zero-touch automation of the routing changes based on traffic alarms.

To carry out the project, an internal automation team was selected to undertake the work, from the knowledge extraction to deployment in production. The team were not experienced in automation techniques and strategy. Equipping the customer to be self-sufficient was key to the selection of CORTEX. The customer needed to be able to increment changes, as well as find extensions to the implementation, which in turn would continue to increment the value of the solution and provide robust long term value for the investment.

Solution

CORTEX was integrated with key tools of the business, but primarily the Fault Management System. This is so CORTEX can gather the network alarms. Using information collected from the inventory CORTEX triggers the diagnostics to the network through scripted task automation that the CSP had already implemented. Unlike other automation tools, CORTEX’s legacy integration capability allowed for automation to be reused saving time and money.

During the project it became clear that the operations team had inconsistent and missing documentation on their diagnostic process for a given alert type and its subtypes. Whilst this can de-rail other automation projects, owed to the human-in-the-loop capability of CORTEX, automation remained possible.

Where business critical automation cannot fail, and similarly, you cannot yet rely on AI, a human is best placed to review the process and then rapidly deploy an automation flow to prevent it re-occurring. Human-in-the-loop dramatically reduces the time it takes to get solutions to production; you build what you can and then iterate as you learn or you find edge cases. This is far more agile than classic waterfall developments that often underpin automation for CSPs.

As the solution immediately addressed the bulk of the highly repetitive situations, this created capacity to begin to address the others. This not only enabled our client achieve a shorter development and testing cycle, but they were able to go on gradually delivering the automation of rarer problems and edge cases into production.

The fault management system had a huge list of alerts which were either not handled in time or were cleared by users without any analysis. CORTEX’s scalability allowed every alarm to be addressed in real time.

Further in the implementation process, the existing Fault Management System required enhancement to receive alerts from a wider list of domains increasing the reach of the automation, minor rework through CORTEX’s Flexibility when reutilising existing automations, enabled the quick management of these alarms.

The inventory system exposed additional services for automation so that CORTEX could use the Service Impact Analysis on demand, minimise the number of tickets raised, and populate the trouble ticket with useful information.

Results from the automation were logged in CORTEX but also updated in the Fault Management System which enabled users to be aware of the progress of the automation, intervene as required, and manage changes required in the automation.

Outcomes

The Customer achieved all of their objectives and more. The Fault Management system was enhanced to receive additional alerts, from a wider list of domains all of which the customer self-serviced in line with their original objectives.

  • One year after the first deployment, more than 50,000 events were managed by the automation and distilled down to 6,000 automatically generated actionable tickets allowing for greater oversight of issues arising.
  • 85,000 minutes of manual effort saved. With a potential to increase this significantly (estimated 3x) during the following year. Freeing up NOC engineers to take on work that would not have been possible before CORTEX was implemented.
  • The NOC engineers were educated with automation skills and a framework to deliver successful automation yielding value to the business.

The automation initiative has brought together the people, processes, and technology required to guarantee success, enabling people to implement and support automation, establishing the appropriate processes underpinned by the right technologies.

We Are CORTEX is a results focused business. We’re experts in Enterprise Automation for CSPs.

How can we help? 

Explore our Use Cases

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.

Connectivity Circuit Writing

The current IT stack used within the circuit writing process required manual data input leading to inefficiencies.

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Billing Operations

Customer billing relies on an extensive underlying infrastructure to monitor, record, maintain data and apply required contractual parameters for accurate billing.

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Network fault management

Manual network fault management on trouble tickets for network infrastructure that were raised from customer complaints, by the operations teams.

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WHERE TO START

There are a few ways to engage with us, whether you want to find out more or are ready to fully engage we have you covered.

Let’s schedule some time to meet and chat.

If you just want to be connected to us to learn more about what we do and the advantages we bring, you can connect with us socially. We regularly post content on LinkedIn and our team welcome connection requests to discuss all things automation. If you are at a more mature stage in your automation search book a chat with our sales team and start to explore how we can put you on the path to Automation self-sufficiency.

Start a conversation!

Talk to us, let’s find the right partner for you and your project.

If you have a Partner you would like us to engage for you, but they are not on our partner page, that’s fine. Most of our Partners come to us this way. Alternatively, we can connect you to the right person within your partner(s) to make it easier for you to investigate CORTEX.

Lets talk to your Partner.

To start your CORTEX journey right now, call us +44 23 8254 8990

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Communications Service Providers (CSP) 

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100% Automation

Automation of Circuit Writing for Connectivity Services

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  • Why CORTEX
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  • Why CORTEX
  • Our Software
  • Pricing
  • Work For Us
    • About
    • Careers
    • Graduate Opportunities
  • Contact Us