Helping MetTel Achieve Gartner Visionary Leader Status

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. 

 “In the telecom industry, perfection is unattainable but with our intelligent process automation solution, we can consistently navigate to positive outcomes quicker than standalone automation or A.I.” 

– Ed Fox, CTO, MetTel

Overall, our TNBA solution has enabled MetTel to differentiate their offering in the market, and as a result it has helped them achieve the status of Gartner Visionary Leaders, giving them a more competitive edge. Read our full press release.

Looking Forward

Building an A.I. enabled process automation solution that has enabled such success is an exciting development for our client, but what does it mean for the future?

In the Gartner report, stats show that by 2024, 60% of enterprises will have implemented SD-WAN to enhance agility and support for cloud applications, compared with about 30% in 2020.

With demand for SD-WAN solutions set to skyrocket, a system with robust capabilities is essential. By implementing our TNBA solution, businesses can generate real-world value and use it to solve a wide range of today’s challenges.

In his article for CIO, Ed shares our sentiment that A.I. is set to make enormous advances in the coming years, and that “for businesses wishing to digitally transform, the promise of A.I. is no longer something that’s year’s away – it’s here now and it’s driving real results.” 

In other words, A.I. is here now, and it’s the application of it in our technologies that will future-proof businesses and help them further their innovation.

Ready to see where intelligent process automation can take your business?