The Client
A large Fortune 15 telecom client faced significant challenges in ensuring timely and accurate outage notifications due to data synchronization gaps between its ticketing and outage management systems. Legacy architecture and outdated technology further compounded the problem, leading to delays in notifying critical agencies like Federal (NORS) and PSAPs. To address these issues, the client partnered to modernize its service assurance framework by integrating systems, leveraging AI-driven tools, and adopting a scalable technology stack. The result was a more reliable, efficient, and future-ready outage response solution.
The Problem
- The client’s service assurance team faced challenges with misses and delays when broadcasting outage notifications.
- Root cause: data sync issues between the ticketing system and outage management system.
- Additional delays and misses of outage notifications to Federal (NORS) and PSAP agencies caused by:
- Regulatory reporting platform’s monolithic architecture
- Outdated tech stack in the legacy system.
Our Solution
- Migrated and consolidated the client’s ticketing and outage notification functionalities into outage management system, creating an integrated and robust system
- Deployed AI with Copilot and SonarScan for:
- Use case creation
- Test planning
- Redesigned regulatory reporting platform architecture.
- Implemented MERN stack to build a dynamic application for regulatory reporting platform
- Fully aligned the solution with the client’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
Outcomes
- 40% faster resolution times through proactive monitoring and AI-driven test planning
- 35% improvement in the reliability of outage notifications with integrated systems
- 50% modernization boost in the application landscape with the enhancement in the regulatory reporting platform
- Enhanced user satisfaction by 30% through end-to-end visualization and UX optimization
- Scalability and agility improvements by 45%, enabling a future-ready architecture
Conclusion
By integrating its ticketing and outage management systems and leveraging AI-driven tools, the client significantly improved its outage response capabilities. The modernization of the regulatory reporting platform application with a scalable MERN stack, coupled with proactive monitoring and test planning powered by AI, enhanced the reliability and efficiency of outage notifications. The solution not only addressed existing challenges but also aligned with the client’s long-term architectural goals, ensuring greater agility, scalability, and resilience. This transformation positioned the client to better serve its customers, meet regulatory requirements, and respond swiftly to service disruptions, all while preparing for future growth.
