COUNTRY FOCUS : CANADA
This approach will allow TELUS to analyze its services from an outside-in perspective to maintain its world-class network performance and customer experience .
By focusing on the proactive and predictive resolution of service issues , the customer experience is held front and center with this solution . CustomAIr technology will help TELUS continue evolving its network operations through insight-based analysis across all products and services . It will allow for additional operational flexibility and proactive and predictive capacity planning .
By implementing Zhilabs CustomAIr , TELUS aims to achieve 100 % service uptimes by automating network and customer resolution in a scalable manner via machine-aided root cause analysis and the de-noising of non-actionable events .
“ With the launch of the TELUS 5G network in June , our ability to maintain our network superiority and deliver the fastest and most reliable mobile services for our customers is contingent on our continued innovation and best-in-class technology partnerships ,” said Brian Lakey , Vice President Service Reliability Center and Augmented Intelligence , TELUS .
“ Introducing Zhilab ’ s proactive customercentric traffic analysis capabilities into
TELUS ’ network analysis and management ecosystem will enable our team to provide our customers with an even better service experience , which is critical as we continue to launch next-generation technologies to serve a hyper-connected digital future .”
Joan Raventós , CEO at Zhilabs , said : “ As network complexity increases with the arrival of 5G and a continuous stream of new services , customer experience needs to be the top priority for any operator .
“ We are delighted to contribute to TELUS ’ customer-centric focus by sharing our CustomAIr software product .” • www . intelligentcio . com INTELLIGENTCIO
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