Case Study

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

Harnessing Analytics & Self-Healing for CPE Management

AI-powered CPE management

5

OEMs

3Million

Remote actions

8

EU 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.
Customer testimonial DT

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​

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