Infinera Support Services
Infinera (NASDAQ: INFN) is an industry-leading supplier of intelligent transport network solutions including hardware and software for Tier 1 carrier, cable operator, internet content provider, government and enterprise networks worldwide to scale network bandwidth, accelerate service innovation and automate network solutions.In 2018, Infinera acquired Coriant, an Optical Networking Company.
Given the nature and the impact their products make, Infinera offers comprehensive support services to make sure customers get the most value out of their investment. The customer support inquiries are complex and require knowing the version, compatibility, usage, error conditions and other details to recommend the right course of action for their end customers. Infinera has a worldwide Technical Assistance Center (TAC) , and Support Engineering to respond to customer inquiries.
The Global Support Services leadership wanted to focus on reducing the time it takes to find the solution for customer problems and reduce the resolution time. The Coriant merger has nearly doubled the number of customers, products and support staff, and the management wanted a faster way for the respective team from former companies to learn broader product suite and start supporting customers quickly and effectively. As a bi-product, Infinera wanted an AI-enabled solution to accelerate the uplifting of the combined support teams’ skill sets across multiple products.
Ascendo's solution - Resolution Prediction
Ascendo provided Infinera with ‘Resolution Prediction’ - a solution that helped Infinera scale it’s global services. The implementation of Ascendo’s Resolution Prediction combines multiple support systems including case management data, release notes, field service bulletin, method of procedures and debug procedures. It also allowed the support experts to build a technical dictionary specific to the product. This combined solution allowed users to find solutions based on customer issues.
The value of Resolution Prediction
Senior Director at Infinera’s Global Services Support Department discusses how Ascendo was instrumental in helping Infinera scale their organization as they acquired another company by maintaining or exceeding customer satisfaction for both companies.
Among the benefits for Infinera's Global Services were:
Cross train agents and provide ongoing support to Infinera’s current and new customers.
2-4 hours reduction in solving complex customer requests
28% reduction in MTTR
Faster integration of the support members to newer products.
In order for us to properly scale our organization we made use of their Resolution Prediction tool to basically from pull from all the known repositories across both companies and aggregate them. That helps to scale along with the ability to cross train and provide ongoing support to our customers "
Infinera Global Support