Case Study: Cable & Wireless Communications speeds incident resolution with Resolve Systems

Cable & Wireless Communications Balances Skill Set, Drives Faster Incident Resolution

Cable & Wireless Communications provides high-speed internet, TV, and landline phone service across the Caribbean and had grown through acquisitions into a provider serving more than half a million residential and business customers. As its services moved from analog to digital and IPTV, incident diagnosis became more complex, call volumes rose to thousands per day, and the company needed a common toolset for L1 to L3 engineers and front-line Customer Service Reps.

Cable & Wireless Communications turned to Resolve Systems and its Resolve Actions automation capabilities to integrate its billing, network monitoring, provisioning, IPTV, and ticketing systems. The company said Resolve helped reduce call response times, improve first-call resolution, and cut down on escalations to L2 and L3 support, with the case study noting a 99% faster response.

Cable & Wireless Communications

Andre Foster

Chief Information Officer