AWS big data solution provided flexibility, scalability assurance team needed at global telecom company
This global telecommunications company was founded nearly a century ago. Today, it provides fixed and mobile telephony, broadband, and subscription TV services to millions of residential and commercial customers around the globe. The company also operates several media subsidiaries.
Customer assurance team struggled with disparate data systems that couldn’t scale
The customer assurance team at this telecom company couldn’t keep pace with the exponential increase in data volume or the growing number of data sources to track service quality. Although the team used many different on-premises tools and platforms to collect and analyze data, the different systems and tools were not connected, which created silos of information. The on-premises infrastructure also created scalability issues. The CIO needed to resolve the issue, so customer service line of business leaders could make informed decisions to ensure top-notch service quality.
CIO led the effort to migrate on-premises systems to cloud-native AWS big data solution
The project team created a proof of concept to demonstrate that a cloud-based AWS big data solution could provide the flexibility and scalability to handle the customer assurance team’s massive volume of data from many different sources, including network systems, content servers, and user devices. It could give the team a consolidated and single view of service quality information. With the client’s stamp of approval, the project team implemented a mirror of the existing on-premises data systems following a carefully planned transition that ensured business continuity—with no end-user disruption. Expert data engineers and architects ensured the information was collected, stored, and curated so the assurance team could glean the insights needed to effectively manage service quality for more than 300 million global customers.
Assurance team has consolidated big data analytics platform with productivity-boosting automations
Now, the client has a scalable, cloud-based big data solution that provides flexibility to integrate new structured and unstructured data sources. Not only did the CIO resolve the data analytics issue, but he also delivered a significant productivity boost to the assurance team and customer service line of business leaders with automations for reporting, preventative action plans, and KPI metrics. Thanks to a long-standing, trusted partnership between the client and UST, the project team helped the global telecom company quickly overcome this challenge and deliver results.