BT UK Adopt Infovista to Help Troubleshoot Fixed Voice Problems

Broadband ISP and communications provider BT has announced that it’s adopting new technology from network automation firm Infovista that could help to more rapidly identify the root-cause of customer or service disruptions, which it hopes will improve both “operational efficiency and customer satisfaction“.

Under the deal, Infovista will leverage their existing assurance solution, the Ativa™ Suite, for Fixed Voice services to focus on the automation of RCA and notification, improving troubleshooting through intelligent pattern discovery, correlation, analysis and alarm generation.

“When Ativa detects an anomaly associated with a specific degradation within BT’s network, it promptly raises a threshold crossed alert that triggers an automated workflow. This workflow is meticulously designed to carry out a comprehensive investigation, encompassing multi-KPI checking, RCA, and contextual trace capture,” said the announcement. The workflow then generates an alarm within BT’s ecosystem, including all the findings.

Reza Rahnama, BT Group’s MD for Mobile Networks, said:

“BT is committed to developing and delivering next-generation services that continue to put our customers at the core of what we do and to deliver better outcomes. This means digitally transforming our own operations and using the power of automation across our network, infrastructure, services and operations.

Working with the team at Infovista, this use case demonstrates how automating routine tasks and processes delivers for both the business and our customers, and we’re delighted to be alongside them showcasing it to the industry at DTW23.”

BT hopes that this system, which should deliver swifter identification of the root-cause of customer or service disruptions, could reduce their resolution times (i.e. Mean Time to Resolution (MTTR)) by more than two-thirds.