GlobalConnect is taking a significant step towards enhancing customer experience by investing in a cutting-edge AI-driven monitoring service platform from ScienceLogic. This innovative platform is designed to provide operations teams with actionable insights to predict, detect, and resolve network and IT-related issues more efficiently.
Streamlining Operations
GlobalConnect, which handles over half of the data traffic in the Nordic region, aims to replace multiple disparate systems with this unified AI solution. This transition is expected to reduce downtime, enhance service quality, and provide real-time insights for customers.
Faster Resolution Times
Uffe Tomasson, SVP Chief Technology & Operations Officer at GlobalConnect, emphasizes that this investment will lead to faster and more proactive issue resolution. The new platform will allow customers to experience increased uptime and a more transparent support process, with AI identifying and resolving potential issues before they escalate.
Reducing Issues and Manual Processes
The AI platform is geared towards minimizing the number of issues customers face. It will automatically detect faults, analyze them, and assist in resource allocation, whether that means dispatching technicians or sending new equipment. This rapid response will transform customer interactions for telecom services, allowing B2B clients to track the entire process via GlobalConnect’s customer portal or through integrations with IT service management systems.
The platform will also cut down on many manual processes, continuously monitoring network health and performance, providing real-time recommendations for enhancements, and ensuring a seamless experience as the company expands its fiber infrastructure.
Increasing Value for Customers
Michael Nappi, Chief Product Officer at ScienceLogic, notes that this partnership is pivotal for broadening GlobalConnect’s international presence while delivering innovative technology and increased value to customers. The goal is to enable comprehensive observability for proactive detection and rapid incident response, ultimately allowing GlobalConnect customers to reduce downtime and focus on driving innovation.
In the coming months, GlobalConnect will build and test this new platform and plans to roll it out in stages through 2025.
About ScienceLogic
ScienceLogic specializes in empowering intelligent, automated IT operations and observability. Their AIOps platform delivers extensive visibility across clouds and on-premises environments, facilitating workflow automation and eliminating manual tasks. Trusted by thousands of organizations worldwide, ScienceLogic’s technology is proven to scale effectively for major service providers, enterprises, and government agencies.
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