Improving Outage Response in Telecom with AI and System Integration

The Problem

• Verizon’s service assurance had challenges with misses and delays when broadcasting outage notifications. 

• Root cause: data sync issues between the ticketing system (vRepair) and outage management system (ECHO). 

• Additional delays and misses of outage notifications to Federal (NORS) and PSAP agencies caused by: 

1. MARCL’s monolithic architecture 
2. Outdated tech stack in the legacy system.  

Our Solution

• Migrated and consolidated Verizon’s ticketing and outage notification functionalities into ECHO, creating an integrated, robust system. 

• Deployed AI with Copilot and SonarScan for: 

1. Use case creation 
2. Test planning 

• Redesigned MARCL architecture. 

• Implemented MERN stack to build a dynamic application – MARCL 2.0. 

• Fully aligned with Verizon’s North Star Architecture. 

Key Features Delivered

• End-to-End Visualization & UX Optimization 
• Proactive Monitoring 
• AI for Use Case Creation, Code Generation & QA 
• Design System Integration 
• North Star Architecture Compliance 

Results

• Faster resolution times due to proactive monitoring and AI-driven test planning. 
• Improved reliability of outage notifications with integrated systems. 
• Modernized application landscape with MARCL 2.0 aligned to Verizon’s North Star Architecture. 
• Enhanced user experience with end-to-end visualization and UX optimization. 
• Future-ready architecture enabling scalability and agility.