Globe Telecom has selected MYCOM OSI, a provider of Assurance, Automation and Analytics solutions, to introduce its Experience Assurance capability.
Experience Assurance covers Service Quality Management, and Automated Service Quality and Impact Analyser Solutions, enabling service monitoring for proactive, real-time identification of service quality and customer impact analysis.
The system also correlates network issues to customer experience. Globe Telecom is one of the largest CSPs in the Philippines and provides its more than 92 million customers with mobile, fixed, broadband, data, internet and managed services.
The MYCOM OSI Experience Assurance offering operated on Amazon Web Services (AWS) infrastructure introduces analytics and converged IT and network root-cause analysis to automate fault handling processes.
Globe has deployed the MYCOM OSI proactive service assurance solution across its end-to-end mobile, broadband and enterprise networks. This has led to improved overall customer experience, as it quickly detects issues and cuts the time and effort to resolve them. This process automation has also allowed Globe to be more efficient, allowing technical staff to focus on proactive operations.
“The solution offers us proactive service quality and customer impact, in addition to accurate automated root cause analysis, in line with our zero-touch assurance program,” Joel Agustin, Globe SVP and Head of Network Planning and Engineering, Network Technical Group, said.
“Our Service Quality and Impact Analyser Solution has enabled Globe’s operations team to carry out proactive monitoring of service quality and zero-touch root cause analysis with automated trouble-ticketing to reduce MTTx,” Jithu Raghavendran, VP, Telco Transformation & Automation/AI Solutions at MYCOM OSI, said.