Case study | 3 mins read
The client partnered with eClerx to introduce a more intelligent Network Operations Center (NOC) set up into their processes. Leveraging the power of Agentic AI and QA360, eClerx improved visibility into the full interaction lifecycle, enhancing the skillsets of their agents.
Headquartered in the United States, this leading communications infrastructure company provides scalable bandwidth solutions and mission-critical network services for enterprises, carriers, and cloud providers all over the globe. As one of the largest global internet backbone companies, their high-quality networks reach every major market in North America and many in Western Europe.
Guided by their vision for worldwide connectivity, their organization prides itself on ensuring proper support and services for their userbase.
The challenge
As network environments grow increasingly complex, organizations require a more intelligent NOC that can manage the full incident lifecycle—from detection to resolution, escalation, and continuous agent coaching.
However, the client’s traditional NOC operations relied heavily on manually searching their repositories, which not only took significant amounts of time, but also limited the ability of their employees to quickly and consistently respond to incidents. In addition, the decisions made by employees depended heavily on individual experience rather than data, which only increased the chance of errors being made.
Looking to improve on these systems to improve the productivity and skills of their agents, the client looked for a reliable partner that could assist them in upgrading their NOC with a more current AI-driven solution.
Inconsistent decision-making:
- Agents lacked guided workflows and next-best-action recommendations
- Variability in responses impacted service quality and uptime
Limited visibility and coaching:
- No structured incident timelines or summaries for post-incident reviews
- Minimal real-time quality monitoring restricted agent performance improvement
Our strategy
To modernize the client’s NOC, eClerx implemented an Agentic AI-powered, intelligent operations framework designed to enhance efficiency, consistency, and visibility across the incident lifecycle.
At the core of the solution were “virtual NOC engineers” powered by Agentic AI. Capable of intelligently querying runbooks, logbooks, and knowledge repositories for agents, these entities were able to leverage historical incident data to recommended next-best actions. Through this, this solution quickly guided agents to the right answer to queries, enabling more consistent and effective decision-making.
To improve the information available to agents, these virtual NOC engineers also generated real-time detailed timelines of each incident as well as concise case summaries, offering more opportunities for agents to be coached.
eClerx also embedded QA360 within this orchestration layer, enabling real-time performance analysis and feedback to further improve agent effectiveness while driving a more proactive, scalable, and intelligent NOC operation.
The results
The combination of Agentic AI technology and QA360 helped eClerx bring significant improvements to the client’s troubleshooting and targeted training efforts.
The results included:
- 26% increase in CSAT metrics
- 39% reduction in average handling times (AHT)
- 18% increase in agent productivity
The client saw strong results following the transformation, and continues to work with eClerx even today. In addition, they are in early stages of leveraging more of eClerx’s Agentic and Generative AI tools.
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