A new reporting and analytics portal empowered early adopters to slash the number of network incidents that required a technician's intervention by 90% and cut resolution times by 50%, according to Calix, which developed the solution.
The Calix Managed Service -- part of the Calix Remote Monitoring Service -- simplifies and automates network incident analysis, which allows operations teams to proactively address most issues that could damage network health or performance, long before any subscriber experience is affected. CSPs also gain insight into weak or poorly performing parts of the network, said Tim Bowlby, IT/Broadband supervisor at Valley Telecom Group, in a statement.
"The information in the Remote Monitoring analytics and reporting portal has helped us more efficiently and effectively analyze and address incidents across our network and in our subscribers' premises," he said. "The portal also gives us the quantitative data we need to identify parts of our network that are candidates for replacement or upgrade."
Indeed, Valley Telecom Group -- which has a footprint of about 11,000 square miles serving about 7,000 customers -- halved resolution times, while only about 10% of network incidents needed a human touch, said Bowlby in a video.
The cloud-based service monitors a CSP's end-to-end access network around-the-clock, so it automatically identifies and assesses any issues that arise. It then leverages machine learning technology, which Calix developed based on its Support Services engagements with CSPs, to tie together alarms, identify crucial issues and eliminate many extraneous events to avoid unnecessary interruptions.
In addition, the service gives appropriate CSP team members information on an incident's nature, location, event severity and recommended resolutions to reduce mean-time to repair. Today, Valley Telecom receives about 17% of the hundreds of daily alarms, Bowlby said; these are important -- but as the machine learning portion educates itself about Valley Telecom's procedures and responses to each scenario, the service is starting to combine multiple alarms and learn responses, further reducing the noise and enhancing the service provider's ability to meet service level agreements and maintain high subscriber satisfaction, he said.
"They take the alarms and filter them for you," Bowlby said, noting the thousands of alarms -- many meaningless -- he receives each day. "They give me all the important ones. Now we can be proactive rather than reactive. And that improves your company's brand to the customer. It's been a value service for us."
Presented as a dashboard, alarm distribution visualization is presented in a manner team member can use to see patterns, trouble spots and plan for new architectures and deployments.
"Today we can work with our customers in a proactive rather than reactive manner. The service delivers a material impact almost immediately, and it is helping our customers take a more aggressive approach to managing their networks," said Greg Billings, senior vice president of services at Calix. "This, of course, has a direct impact on subscriber satisfaction and retention. The new portal provides customers immediate access to the analytics and insights needed to solve network problems and shape their future network strategies as they deliver exceptional subscriber experiences. Now, armed with additional insights, operational transformation can happen even faster."
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