We Centralized Residential Device Management with an ACS for a Major South American Telco

This is how we worked on an ACS to help a Latin American telco manage its residential devices together with Axiros.

Context

We worked with a telco that provides internet services to nearly 100% of the population in the country where it operates. It offers mobile and fixed telephony solutions to both individuals and businesses.

The Project

The telco aimed to improve the quality of service and support it offers to its customers. It trusted Isbel to implement a solution that centralizes the management of residential modems (CPE).

Together with Axiros, a German company with a solid track record of stable, cutting-edge products, we implemented, developed, and provide support for Axess. It is an ACS (Auto Configuration System) that enables adding and configuring new services, for both internet and telephony.

Axess simplifies access to support and problem resolution. When a user reports a connectivity issue (for example, speed or service interruptions), the support team can review network performance from the ACS, quickly diagnose the problem, and resolve it. The technician can address the issue directly (for example, by modifying a configuration) or suggest solutions (such as acquiring equipment to improve WiFi coverage).

With the growing adoption of the Internet of Things (IoT) and smart devices in homes, residential networks must monitor the source of data consumption, adapt to demand, and manage service quality. Axess enables analysis of traffic from devices connected to the network (such as televisions, smart lamps, or washing machines), understanding where traffic peaks originate, and adjusting configuration or proposing improvements.

Additionally, Axess is a dynamic system, which allows for custom development. This provides greater flexibility for the company, as it can scale the solution according to its growth.

Today, the telco has the capacity to support 1.5 million residential modems (CPE).

What Did We Contribute from Isbel?

Our team took on the significant challenge of bridging the gap between the manufacturer and the customer. Through courses and other training, we specialized and acquired the necessary capabilities to carry out specific developments for the solution. We participated in testing and the deployment of new features into production.

Over the years, the experience and technical knowledge we have built allows us to resolve issues directly, without needing to escalate to the manufacturer in most cases. This reduces response times to hours or even minutes. These characteristics translate into strong support for both the customer and the end user.

Thanks to the quality of our work and our team, we managed to build trust with the telco and maintain a solid relationship for over 12 years.

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