Mycom’s Service Experience Assurance offering with SOC Automation brings to fruition our goal of always placing our customers first and delivers key capabilities for our digital transformation. The solution offers us proactive service quality and the ability to anticipate customer impact, in addition to automated root cause analysis, in line with our zero-touch assurance program. This has led to a significant reduction in network complaints to our call center, particularly those related to problems of voice, SMS, and data. The call center agents’ Average Handling time (AHT) has also improved for network-related cases.

Dennis Abella, Vice President and Head of OSS, Globe Telecom