Provide a consistent experience at all times

Overview

The Infosys Communications, Media and Entertainment practice manages service quality of networks with a comprehensive suite of service assurance solutions spanning predictive fault management, capacity planning, network maintenance, and performance management.

We harmonize business processes and create a direct line of sight from the network to the customer experience for managing incidents. It also helps us determine whether an issue is related to a service or the network, map the issue to a trouble ticket, and resolve it without a decline in service. Visibility into near real-time performance metrics across your network facilitates the launch of new products as well as customer acquisition. Simultaneously, it helps you focus on service quality and opportunities to increase Average Revenue Per User (ARPU).

Our alert solution is configured to classify errors and automatically trigger incident / issue management by messaging stakeholders. Our data solutions collect, cleanse, enrich, and correlate service-centric data across the ecosystem. Advanced analytical tools minimize deterioration of service and outages by identifying patterns in service / network performance and predicting failure. Our portfolio of service assurance tools, methodologies and frameworks conform to IT service management and quality standards including ISO 20000 and ISO 9001.

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Challenges & Solutions

 
   

Team of experts enable shared services across heterogeneous networks, multiple technology stacks and diverse network elements to rationalize costs and simplify monitoring as well as management of service quality.

Infosys Assurance Maturity Model drives operational excellence by assessing the maturity level of service assurance processes and identifying the path and mechanism to move up the enterprise maturity curve.

Infosys Dial Before You Dig (DBYD) solution prevents interruption of service due to damage caused to subterranean network assets by automating processing and tracking requests for excavation.