Proactive self-healing of heterogeneous CPEs for a European Telco across multiple countries

Background

Client required a standardized platform that could be rapidly deployed and scaled to deliver uniform and resilient operational processes across multiple countries, while also adhering to the company's long-term sustainability goals

Challenge

As the telco ventured into new geographies, the major challenge was to ensure smooth operations - effectively addressing integration complexities including data management, customer experience, and infrastructure monitoring

• Disconnected monitoring solutions across multiple country deployments​
• Conformance to data privacy regulations
• ​ Complex data analytics of data originated from CPEs from different OEMs
• ​ Poor efficiency and high operational costs

Solution

Tata Elxsi’s iCX solution is a secure, scalable, and distributed platform for enhancing customer experience and improving operational efficiency. It is developed using the latest device management standards and deep learning algorithms to automate, monitor & manage CPEs (STBs and Gateways) at speed and scale.

Key Features of the Solution: 

• Unified Solution: Eliminate the need for multiple, disconnected monitoring systems. iCX offers a comprehensive platform, reducing complexity and streamlining workflows.
• Actionable Insights: Leveraged advanced analytics to extract valuable insights from telemetry data to empowers teams across operations and customer care
• Proactive Problem Solving: iCX's proactive approach identifies potential issues before they disrupt viewers. Self-healing mechanisms can even automatically resolve problems, minimizing downtime and frustration.

Impact

The iCX solution by Tata Elxsi transformed operational efficiency and user experience for the customer. iCX (Multi-tenant & GDPR Compliant) deployed for a Leading European Operator helped them in achieving the below highlights.

• Reduced complexity achieved by the central platform: Eliminated complexity by offering a central platform that manages a massive network of 1.7 million CPEs across eight European countries, eliminating the need for disparate systems and simplifying operations for a diverse vendor landscape with devices from five different OEMs.
• Self-healing and remote actions: Around 2.65 M remote actions including self-healing operations performed by iCX, proactively addressed potential issues before they disrupted the viewing experience.
• Increased Efficiency and Reduced Costs: Increased Efficiency and Reduced Costs: Achieved a significant reduction in truck rolls. Approximately 10% of the total remote actions contributed to this, translates to substantial cost savings in field operations.
• Enhanced Customer Experience: Approximately 20% of the total remote actions facilitated remote resolutions and improved average handle time (AHT) and first-contact resolutions (FCR)
• Boosted Customer Loyalty: Net Promoter Score (NPS) increased by 10%, indicating a significant improvement in customer perception and loyalty.

Services rendered

• Consulting & System Integration
• ​ Integration of Tata Elxsi Over-the-Air (OTA) update & Remote management solution (iCX)
• ​ Integration and testing with operator backend
• Post-deployment maintenance and upgrades​