CASE STUDY
INFOVISTA’S SOLUTION USAGE AND BENEFITS
Colt’s team transitioned to Infovista’s Automated Assurance solution which provides access to over 300 users, supporting them in proactively monitoring voice services, correlating data across their network and quickly troubleshooting customer complaints. The benefits of using this solution are to enable: Comprehensive Analytics Intuitive dashboards and reports offer key metrics and performance indicators coupled with real- time alarming to provide a holistic visibility across network, service, and customer. This not only enabled Colt to deliver premium experience but also improved processes and communication across their internal teams.
Enhanced Quality of Experience (QoE) Analysis
Monitoring and troubleshooting capabilities for Real-time Transport Protocol (RTP), including media recording for identifying issues such as one-way audio, empowered Colt to focus on the perceived customer experience and identify the root cause of issues with greater precision and efficiency.
Streamlined Troubleshooting
With intuitive troubleshooting workflows and advanced features including historical network- and subscriber-based searches, end-to-end call ladder diagrams and drill-down to individual Packet Captures (PCAPs), Colt’s technicians can quickly identify and resolve issues, reducing their mean-time-to-repair (MTTR).
Claire highlights, “The solution’s ladder diagram and correlation functionality have proven to be game-changers. We can now troubleshoot faster and provide a seamless experience to our customers.”
As a result, Colt has seen the following improvements in: User efficiency, leading to 80% less support requests:
• Single Sign-On to the tool, leading to both simplified and 20% faster access • Intuitive user interface and drill-down workflows • A unified system for protocol and media analysis
Enhanced customer experience and Net Promotor Score (NPS):
• Improved service quality through faster issue detection, analysis and resolution • Flexible and tailored customer report creation • Enhanced Service Level Agreement (SLA) guarantees, achieving considerable improvement in compliance
Streamlined operations:
• Optimized troubleshooting with single-click access to contextualized data leading to faster MTTR • Improved team productivity and skilled resource allocation • Enhanced communication across planning, core network, and senior management teams
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