About the Client
Leading Broadband Provider in Australia
Challenge
As the provider’s network complexity grew, so did its operational challenges. It sought a partner to improve operational efficiency and accuracy and upgrade their Fixed Core and Access network operations.
Requirements
Optimizing Automation
Existing automation needed advanced AI/ML-driven cognitive intelligence
Technology Management
Handling legacy systems like HFC networks that require specialized skills
Operational Security
Creating a secure environment compliant with stringent government regulations
Resource Challenges
Managing unpredictable ticket volumes during extreme weather events
Seamless Transition
Ensuring uninterrupted operations while offshoring mission critical tasks
Solution
Transformational Upgrades
- Discovery and Roadmap Design: Conducted an exhaustive discovery exercise of tools, processes, people, technology, and platforms to craft an automation blueprint
- Collaborative Automation Strategy: Partnered with the provider’s operations and IT teams to prioritize and validate use cases based on complexity, ROI, and alignment with existing plans
- AI-Powered Cognitive Automation: Ensured risk-free implementation of AI-driven initiatives, including solutions for AI/ML alarm correlation, AI/ML fault prediction, resolution assistance, and incident enrichment to complement the client’s existing automation
Non-Invasive Automation for Seamless Operations
The non-invasive nature of Neo Automata™ – TCTS’ AI/ML automation suite – seamlessly integrates with backend systems. This enhancement improves the capabilities of the provider’s existing centralized monitoring system without disrupting current operations. By providing advanced alarm correlation and real-time, on-demand topology visualization, it ensures smooth, uninterrupted network performance while delivering actionable insights.
Enhanced Security for Compliant Operations
Comprehensive physical and logical security measures were implemented to meet stringent Australian regulatory requirements. These measures included the modification of entry and exit points, the installation of secure air ducts, and the provisioning of secured air-gapped rooms with restricted access. Additionally, comprehensive CCTV surveillance was deployed to monitor entry and exit points, ensuring full operational security compliance.
Other Operational Enhancements
- Hybrid Operations Model: Addressed system access restrictions with a globally distributed team
- Skill Development Program: Delivered training tailored to Australia’s unique deployment requirements, building a strong talent pipeline for HFC and FTTX technologies
- Transition Management: Ensured zero impact on end customers through a coordinated effort involving project managers, technology experts, and IT personnel
Results
20%
More alarm correlation across inter-domain & cross-domain ops
20%
Improvement in the operational efficiency of network teams
500+
Man-hours savings achieved every month in 2025
800+
Man-hours savings each month projected from 2026
