Huawei and Indonesian digital telecom provider Indosat Ooredoo Hutchison (Indosat) have unveiled a “state-of-the-art" Digital Intelligence Operations Center (DIOC).
Billed as the “largest” DIOC in Southeast Asia, the center will leverage AI and a number of “cutting-edge” technologies to help boost the company’s customer service and satisfaction offerings.
The DIOC will act as the “nerve center” of the company’s customer service operations by combining the capabilities of Network Operations Centers (NOC) and Service Operations Centers (SOC) to enhance network performance and reliability.
In discussing the news, Vikram Sinha, President, Director, and CEO of Indosat, described the center as key to the company's digital transformation goals and its vision of “becoming an Intelligence Native Telco, where cutting-edge technology and innovative solutions are at the core of our operations.”
With the DIOC, we are not just improving network performance; we are redefining the way we serve our customers.
“By integrating advanced technologies and fostering talent, we are setting new benchmarks in network performance and customer satisfaction. This collaboration is pivotal in realizing our mission to connect and empower every Indonesian through digital connectivity.”
So, let’s take a closer look at some of the new technologies that the DIOC will be deploying to service the company’s 100 million customers.
The Digital Intelligence Operations Center
While the companies’ descriptions of “advanced” and “cutting-edge” technologies were a little on the vague side, they did highlight the following three specific DIOC features:
Real-time network insights: These advanced insights allow Indosat to transition its service management approach from reactive to proactive. It achieves this by using real-time data to enhance network performance and reliability, moving beyond mere problem-solving.
End-to-End Service Management: This feature will allow customers to oversee all aspects of service, including performance, application experience, and quality. Indosat believes that this comprehensive oversight will enable the company to address customer issues more quickly and improve overall satisfaction.
Data-Driven Innovation: By integrating data analysis with cutting-edge technologies, Indosat claims that the DIOC is capable of providing continuous data-driven innovation. In doing so, it empowers the telecom to create new, customer-centric products and services, positioning the company at the forefront of digital service advancements.
