Case Study: Zayo improves network control center performance with Resolve Systems

Zayo Delivers Superior Customer Service with Resolve’s Service-Level Automations

Zayo, a telecommunications company serving global enterprises, needed to scale service quality in its Network Control Center without adding headcount. As network growth and service expectations increased, the company wanted to reduce incident volume and duration, improve visibility, and keep customers better informed.

Zayo used Resolve Systems’ Resolve Actions to automate incident response, centralize information, and support customer communications and self-service. The automations enriched and prioritized alarms with context such as customer name, circuit ID, site location, and real-time port and circuit status, while also sending outage notifications and enabling real-time status updates. According to Zayo, the result was reduced technician time per ticket, shorter customer call times, and lower MTTI and MTTR.

Zayo

Greg Hadlock

SVP Network Control Center