American Fortune 500 telco cuts opex in half with Softility’s AI-led NOC automation solution
NOC OpEx Reduction
MTTR Reduction
NOC Footprint Reduction
Overall Ticket Volume Reduction
Real-time
Event Correlation & Insights
Tier 1 Workload Automated
One of the top 5 CSPs in North America offering internet, mobile, phone, TV, and home automation services was running multiple fully-staffed NOCs that could barely keep up with half of its event volume. Building on decades of telco service-assurance experience, Softility implemented a solution that automates the entire Tier 1 triage process: validating, diagnosing, and ticketing. The result: a halved NOC footprint, and millions of dollars saved, while operators shifted from reactive firefighting to real-time pattern and correlation insight.
Challenge
-
Rapid infrastructure modernization (SD-WAN, modern fiber, virtual network functions) outpaced the NOC's ability to keep operations agile and in sync.
-
High operational costs from multiple NOC locations, and a growing Tier 1/Tier 2 headcount reliant on manual, tribal knowledge instead of documented process.
-
Poor event correlation buried real issues in a flood of disparate tickets, driving longer resolution times and lower operator efficiency.
Solution
Softility ran workshops, interviews, and detailed analysis sessions to map a roadmap from an event-driven process to an intelligent, ticket-driven one. We used the CSP’s own data to surface patterns and relationships that sharpened event correlation and quality, then layered in AI and automation to predict event categories and likely causes, automating the entire Tier 1 triage process of validating, diagnosing, and ticketing incidents end to end.
Benefits:
-
60% lower NOC OpEx and a NOC footprint cut in half, freeing budget previously spent maintaining redundant, siloed locations.
-
Tier 1 workload automated so operators shift from repetitive triage to higher-value diagnostic work, with zero reliance on undocumented, tribal knowledge procedures.
-
Faster, cleaner data from network, apps, infrastructure, and multi-hybrid-cloud sources enabling real-time detection and resolution instead of reactive firefighting.
About Softility's
Telecom Solutions
About Softility's
Autonomous Operations
Manual firefighting doesn’t scale Softility’s Autonomous Operations unify Service Reliability, Network Operations, DataOps, and ITOps with AI-native intelligence, cutting alert noise, shrinking MTTR, and shifting teams from reactive triage to proactive prevention before problems ever reach a customer. The result: Enterprises running Softility’s autonomous solutions have cut NOC OpEx by 60% and MTTR by 55%, freeing skilled engineers for work that actually moves the business forward, not another 2 am page.