Case Study: Telecommunications

Eliminating Tier 1 and minimizing tier 2 NOC operator costs through Automation

The Customer

The customer is one of the top 5 CSPs in North America offering internet, digital cable television, telecommunications and home automation services serving residential and commercial customers. The customer continues to innovate and invest into technology in order to provide value added and differentiated offerings to its customer base in the lines of services mentioned above.


The customer has made significant investments into their overall infrastructure and technology stack over the last several years helping them shift steadily away from a legacy hardware centric technology architecture and network to more modern and flexible software defined architectures, including investments into SD-WAN, modernizing fiber infrastructure and implementing virtual network functions, with the end goal of offering differentiated solutions to its customers.

This shift in the technology and engineering, demanded the operations team to be agile and in sync with the growing requirements and demands of the business. NOC was burdened with an ever increasing influx of alerts from various part of the customer's network, to the point that their fully staffed multiple NOCs were barely able to keep up with 50% of the event volume.

Top Challenges

Softility Solution

Softility based on decades of experience working in the telco space saw this problem coming and has invested into problem solving approaches by leveraging the power of data, AI and automation. For the customer, Softility conducted workshops, interviews and detailed analysis sessions and came up with a roadmap in helping the customer move from an event driven to an intelligent ticket driven process. As part of this, Softility was able to leverage customer's data in deriving patterns and relationships that improved the overall correlation and quality of events. Coupled with AI and automation, Softility was able to make better predictions about the event categories, possible causes and automate the entire tier 1 triage process of validating, diagnosis and ticketing.


  • ~60% reduction in overall NOC operational costs
  • ~50% reduction in NOC footprint
  • ~90% reduction in tier 1 operations staff
  • Reduced mean time to resolution by ~ 55%
  • Reduced overall ticket count by ~60%
  • Documented validation and diagnosis procedures eliminating reliance on manual operations