C Spire Chooses Resolve Systems for Accelerated Incident Resolution

  • C Spire
  • Resolve
IRVINE, CA — C Spire has chosen the Resolve Software System to significantly accelerate the time-to-resolution of incidents and to reduce the number of incidents that require support from the network operations center (NOC). Resolve Systems (formerly gen-E) is a provider of a fully integrated approach to accelerating incident resolution in network and IT operations.

C Spire will be implementing Resolve as it builds out its fiber-to-the-home initiative in Mississippi, offering 1 Gig consumer broadband Internet access and related digital HD television and phone services. The only such statewide offering to date, nine Mississippi cities are scheduled to receive the service, which is 100 times faster than traditional consumer broadband Internet access.

Holistic Approach to Accelerating Incident Resolution
C Spire chose Resolve because of its holistic approach to accelerating incident resolution, which includes a combination of automation, contextual knowledge, packaged diagnostic and triage processes.

“After researching a number of solutions, we found that Resolve met all of our criteria for a highly flexible incident automation solution that would also help us meet our organizational objectives,” said Gregg Logan, chief technology officer for C Spire. “We’ll be leveraging Resolve initially for our Internet services division, where uptime consistency is critical to maintaining customer satisfaction. We’re very confident that Resolve will help us meet our end goal of maintaining a high level of customer satisfaction for our new C Spire FTTH service.”

C Spire will also utilize Resolve to improve the efficiency of operational processes and procedures, including making their ticketing system more efficient.

The RESOLVE Software System will integrate with the NetOmnia Gateway from Centina to provide C Spire with an E2E network management and accelerated incident resolution solution. RESOLVE will also meet C Spire’s business objectives by:

  • Reducing the number of manual tasks currently worked on for each service type and provide an efficient automated ticketing process/workflow

  • Increasing the ability to troubleshoot NOC events through automation, contextual knowledge, packaged diagnostic and triage processes

  • Improving operational metrics that result in increased customer satisfaction (MTTR, TTE, FCR, etc.)

  • Focus automation in areas that provide the greatest ROI and provide the greatest value to customers


 

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