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European operator uses Nova Context to improve trouble-ticket management

In order to power its new OSS/BSS processes, a European mobile network operator (MNO) needed to build a consolidated ‘cache’ inventory across all network domains for each of their seven European subsidiaries. A primary concern involved improving the processes surrounding the management and resolution of customer trouble tickets. Specifically, network and customer data needed to be updated in real time and strict security requirements regarding sensitive data implemented.

This company selected EXFO’s Nova Context (formerly EXFO Ontology’s) service impact analysis (SIA) and common cause analysis modules to improve customer trouble-ticket management by ranking repairs according to business priorities.

EXFO’s Nova Context helped our customer:

  • Enable the company’s larger business transformation project by providing a consolidated network and service inventory
  • Provide service impact analysis functionality across the end-to-end model, improving precision and scope of results compared to other existing implementations
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