Telecom Trouble Ticketing

Network management is one of the most critical operations in any telecom company because a rapidly expanding network results in large volumes of trouble tickets. It is critical that the tickets be analyzed and resolved quickly in order to maintain network health (data speed, network quality etc.) and customer satisfaction. The cost of either a delay or failure to respond quickly to tickets can result in an immediate loss of service as well as long term loss of customer satisfaction.

The current process involves some automation, but still requires human intervention on most tickets in order to troubleshoot the issue by reading through the ticket logs (running into 1 TB of data or more) before routing it to resolution. This manual intervention results in longer mean time to resolution and higher operational costs.

iLink Systems has developed a Predictive Analytics solution, which uses a combination of MS technology stack and Open source, thus helping telecom companies better analyze their incoming static trouble ticket data as well as dynamic ticket logs; reducing MTTR  with an 80 to 85% accuracy. A better managed network with fewer outages will result in lower long term operational costs and better customer retention.