We centralized the management of residential devices with an ACS for a major telecom company in South America.

Context

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

The project

The telecom company aimed to improve the quality of service and support it provides to its customers. They 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 products and cutting-edge technology, we implemented, developed, and provide support for Axess. It is an ACS (Auto Configuration System) that allows the addition and configuration of new services, both internet and telephony.

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

With the popularization of the Internet of Things (IoT) and smart devices in homes, domestic networks must monitor the source of data consumption, adapt to demand, and manage service quality. Axess allows for the analysis of traffic from devices connected to the network (such as televisions, smart lamps, or washing machines), helps understand the source of traffic spikes, and enables configuration adjustments or suggests improvements.

In turn, Axess is a dynamic system, which allows for custom developments. This provides greater flexibility for the company, as it can scale the solution based on its growth.

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

What did we contribute from Isbel?

Our team took on the great 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 the testing and deployment of new features.

In these years, the experience and technical knowledge we have gained allows us to solve problems directly, without the need to escalate to the manufacturer in most cases. This reduces the response time, which can be in hours or minutes. These features translate into strong support for the customer and the end user.

Thanks to the quality of the work and the team, we were able to build trust with the telecom company and maintain a strong relationship for over 12 years.