Company
Helping MetTel Achieve Gartner Visionary Leader Status
January 8, 2021
A.I. enabled process automation is helping businesses refine their processes, reduce their costs, and in some cases, become visionary leaders.
That’s what happened for our partners at MetTel. Towards the end of last year, they were featured in the Gartner 2020 Magic Quadrant as a leader for Managed Network Services (MNS), becoming the only U.S based company to feature in this year’s report.
Real-time results with TNBA
Global IT communications provider MetTel reached this monumental achievement through the innovation of their Software-Defined Wide Area Network (SD-WAN) offering. Working closely with MetTel’s internal teams and their partners, delivered an intelligent ticketing system with automated triage capabilities.
Building our Ticket Next Best Action (or TNBA) solution allowed MetTel to utilise the power of A.I. throughout the triage process to automate not only actions, but also complex decisions that otherwise require human cognition.
As a result, customer experiences are enhanced and IT departments are less constrained by manual labor tasks. Additionally, the business benefits from greater bandwidth and communications ROI.
Becoming Gartner Leaders
In a blog post written by MetTel CTO Ed Fox, he attributes the Gartner recognition to their collaboration with several partners, including Intelygenz, and discusses the importance of what such recognition means to leaders in the telco industry.
“Intelygenz has worked in harmony with our operations and technology teams to help us tune an A.I. and automation environment that complements our employees and customers in real-time.”
TNBA demonstrates that A.I. enabled process automation isn’t an inaccessible technology reserved only for future considerations. By identifying the best possible areas of application and collaborating with the right technical partners, this project with MetTel has shown that businesses can achieve real-time results and enhance customer satisfaction while reducing costs and human labor overall.
In the telco industry, leaders must be constantly innovating, bringing new offerings to the market and utilizing the best new technologies to get ahead of their competitors.
