Converge ICT Solutions secures victory for AI-powered network operations excellence at Asian Technology Excellence Awards

Their award-winning initiative redefines network operations management with AI-driven efficiency.

Converge ICT Solutions Inc., the forerunner in the fixed broadband industry in the Philippines has secured a momentous victory at the esteemed Asian Technology Excellence Awards 2023. Their groundbreaking accomplishment in the Philippines Technology Excellence Award for AI - Broadband Telecommunication category resonates with their commitment to innovation and operational excellence to serve their nearly two million customers better. The award-winning project, Network Intelligence and Automation Platform (NIAP) has propelled Converge to the forefront of network management evolution.

Converge is leading the charge in redefining network operations management through its visionary initiative – the creation of a 'zero-touch' network operations centre. This transformative approach enables the network to respond intelligently and autonomously to data signals, marking a significant milestone in the realm of network operations and maintenance.

NIAP lies at the heart of the journey of Converge towards network automation. NIAP empowers every aspect of network operations, from vigilant monitoring to swift maintenance, trouble ticketing, and resolution. This platform has ushered in a new dawn where artificial intelligence and automation work harmoniously to enhance efficiency and reliability.

The dawn of the NIAP era has revolutionised the network operations of Converge. Previously, when network events occurred, the influx of alarms presented a complex challenge. NIAP addresses this by centralising alarms on a user-friendly dashboard, offering engineers unparalleled convenience.

 AI-powered correlation and compression streamline the analysis of trouble events, simplifying the thousands of alarms into manageable insights. Once the source of the alarm is identified, NIAP takes over, generating trouble tickets, automated updates, and advisories with minimal human intervention.

The cognitive module of NIAP translates complex events into actionable incident patterns and root causes. It facilitates data-driven automation flows and predictive analysis, capitalising on past events for continuous learning. For engineers, one-click resolutions transform issues into 'self-healing' solutions, whilst customer-facing departments gain swift insights into affected subscribers and areas.

The company’s dedication to automation has yielded remarkable results. Service issue resolution times have substantially decreased since the integration of AI technology. The implementation of NIAP has driven noteworthy improvements in operating metrics. The ratio of service-impacting tickets to total network tickets has decreased by nearly 50% in the first quarter of 2023. Moreover, the mean time to escalate improved by an impressive 62%.

The journey of Converge into AI-powered automation has translated into enhanced capabilities and operational efficiency. The platform's intelligent routing optimises service delivery, alleviating concerns related to traffic congestion, latency, and link degradation. In their access network operations, NIAP automates troubleshooting through their intelligent event and performance management system, freeing engineers from manual handling and optimising their valuable time.

The success of the "Network Intelligence and Automation Platform" of Converge echoes their unwavering commitment to innovation, efficiency, and customer satisfaction. Through this transformative endeavour, Converge is ushering in a new era of network operations excellence.

The Asian Technology Excellence Awards is presented by Asian Business Review. To view the full list of winners, click here. If you want to join the 2023 awards programme and be acclaimed for your company's outstanding retail initiatives, please contact Jane Patiag at [email protected].