Like many CSPs they found faults were taking too long to resolve with their MTTR ranging from 2 hours and in the worst cases over 24 hours.
Coupled with a backlog of minor issues, the business was swamped with around half million event alarms per month going unchecked or missing SLA.
The business had also recognised the overstaffing of their NOC’s with many highly skilled engineers spending hours monitoring screens and managing alarms. It was noted that if redeployed their engineers could be shifted into customer facing roles driving revenue and fixing real faults.
By implementing this solution, it would allow most engineers based in the NOC to be reassigned into customer facing roles as well as retaining information held by those engineers and ensure a knowledge transfer to a centralised location.
Once the engineers were redeployed it was hoped that this would drive a significant increase in customer experience and innovation due to new product development.
The automation integrated with the NMS and took the validation, classification and enrichment of root cause analysis and automated the resolution of network alarms.
By integrating with the fault management system CORTEX was able to receive alarms enrich them and raise, assign, and update trouble tickets at machine speed. This automation alone reduced MTTR by 40% as well as guaranteeing consistent application of business and technical standards.
As a result of triaging false and duplicate alarms the CORTEX solution was able to reduce the number of tickets flagged to the team by 50% using.
The end-to-end automation of their fault management system drove the next phase of their innovation for their business allowing 30 FTE’s to be redeployed from the NOC and into customer facing roles or new product development allowing for more positive employee experience as well as increasing revenue.
Approximate Functional Block Count: 1,200
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
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.
Hyper scalability for Communication Service Provider operations
We work in a high volume business and our automation tools need to execute at speed and scale out to handle huge volumes of transactions.
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 unnecessary risks.
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.
Customer billing relies on an extensive underlying infrastructure to monitor, record, maintain data and apply required contractual parameters for accurate billing.
The current IT stack used within the circuit writing process required manual data input leading to inefficiencies.
Manual network fault management on trouble tickets for network infrastructure that were raised from customer complaints, by the operations teams.
The customer wanted to maximise the quality of their international voice network services whilst minimising costs.
Voice Resource Management was a manually performed process, from order to allocation and further provision.
Minimising unexpected downtime or systems availability for customer impacting Change Requests.