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Claro Colombia Selects TCS and VIAVI Partnership to Improve Customer Service Using AI-Based Technology

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Tata Consultancy Services (TCS) and VIAVI Solutions (NASDAQ: VIAV) have partnered to provide AI-based solutions to Claro Colombia's Service Operations Center (SOC). The project aims to enhance Claro's customer-centric strategy by redesigning the SOC for real-time network monitoring of fixed and mobile services. The solution, based on VIAVI NITRO® AIOps and TCS's 4.0 business model, enables early detection and prevention of service issues, which will be demonstrated at Mobile World Congress in Barcelona. The partnership will bring immediate benefits to Claro and its subscribers by implementing new AI/ML solutions and techniques to improve the end-to-end performance of services, with a focus on optimizing the experience of voice and data customers on Claro Colombia's mobile network.
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The strategic partnership between Tata Consultancy Services (TCS) and VIAVI Solutions to enhance Claro Colombia's Service Operations Center (SOC) with AI-based solutions is a significant development in the telecommunications industry. The collaboration is poised to bolster Claro's network efficiency and customer service capabilities, which could lead to increased customer satisfaction and potentially higher retention rates. By leveraging VIAVI's NITRO® AIOps and TCS's 4.0 business model, Claro aims to achieve early detection and prevention of service issues. This proactive approach to network management is critical as telecommunication companies face intense competition and high customer expectations for uninterrupted service.

The implementation of AI/ML solutions for real-time network monitoring represents a shift towards more intelligent and adaptive network management. The ability to process vast amounts of multi-vendor, multi-domain network data through a 'single pane of glass' provides a comprehensive end-to-end view that is essential for rapid troubleshooting and service optimization. As a result, the anticipated reduction in Mean Time to Repair (MTTR) could lead to operational cost savings for Claro and enhance the reliability of their services. The focus on improving the user experience, particularly for voice and data customers, reflects the growing demand for high-quality connectivity in both fixed and mobile networks.

The investment by Claro Colombia in its SOC, supported by the AI-based solutions from TCS and VIAVI, indicates a strategic move to differentiate itself in a competitive market. Enhanced customer experience through improved service delivery can be a key differentiator and growth driver in the telecommunications sector. By adopting advanced AI/ML capabilities, Claro positions itself as a forward-thinking player, potentially attracting new subscribers who prioritize network reliability and performance.

The project's focus on predictive, preventive and corrective actions aligns with broader industry trends where telecom operators are increasingly leveraging big data analytics to anticipate and resolve issues before they impact customers. This shift towards predictive maintenance is a value proposition that can be marketed to both existing and potential customers, emphasizing Claro's commitment to quality and innovation. The anticipated demonstration of the NITRO AIOps at the Mobile World Congress could further enhance the visibility of both Claro and its technology partners, potentially impacting their market positioning and investor interest.

From a financial perspective, the partnership between TCS, VIAVI and Claro Colombia is an investment in operational efficiency and customer-centricity that could translate into improved financial performance for Claro. By optimizing network operations and reducing downtime, Claro may be able to lower operational costs and improve margins. The project's four-year timeline suggests a long-term commitment to digital transformation and operational excellence, which could be appealing to investors seeking sustainable growth.

Furthermore, the collaboration showcases TCS's ability to deliver cutting-edge solutions in the telecommunications sector, which could have positive implications for TCS's stock performance. Investors will likely monitor the project's progress and its impact on Claro's service quality and customer metrics. Successful implementation and demonstrated improvements in network performance could serve as a case study for TCS and VIAVI, potentially leading to new business opportunities in the sector.

CHANDLER, Ariz., Feb. 7, 2024 /PRNewswire/ -- Tata Consultancy Services (TCS) and VIAVI Solutions (NASDAQ: VIAV) today announced that Claro Colombia has selected AI-based solutions from a strategic partnership of the two companies to expand and transform Claro's Service Operations Center (SOC). This four-year project supports Claro's customer-centric strategy by redesigning the SOC around real-time network monitoring of fixed and mobile services supported by its networks to ensure availability, performance and capacity. Based on VIAVI NITRO® AIOps and TCS's 4.0 business model, the solution enables early detection and prevention of service issues for the telecommunication company's customers. NITRO AIOps will be demonstrated in multiple use cases at Mobile World Congress in Barcelona, February 26-29, Hall 5, Stand 5A18.

"We are very pleased to partner with VIAVI and TCS to develop our SOC that allows us to count on monitoring, managing and improving the delivery of services and ensure their quality," said Nestor Bergero, chief technology officer of Claro Colombia. "Our multidisciplinary team of 800 specialists, engineers and technicians will leverage this AI-based solution to process vast sources of information and carry out predictive, preventive and corrective actions to improve the user experience."

The solution will model the complete route of Claro's extensive services from its SOC in Ortezal, which guarantees the operation of base stations, HFC nodes, FTTH trunks, digital and fiber optic centers deployed throughout Colombia by the company, supporting aggregation and backbone levels (core and edge). The SOC will rely on NITRO AIOps AI/ML capabilities that can manage multi-vendor, multi-technology, multi-domain network data on a "single pane of glass," providing an end-to-end view of mobile and fixed network services. TCS will bring its 4.0 business model to streamline the design, engineering, implementation and operations across networks, services, OSS and platforms.

From the onset, the project brings direct and immediate benefits to Claro and its subscribers by implementing new AI/ML solutions and techniques that will transform and improve the monitoring, visualization and proactive troubleshooting of the end-to-end performance of services, with a focus on optimizing the experience of voice and data customers on Claro Colombia's mobile network.

"Through this alliance, TCS demonstrates its leadership in the telecommunications sector by offering innovative solutions, such as the implementation of artificial intelligence and the 4.0 business model, that align with the business needs of Claro, a key telecommunications provider in the region," said Marcelo Wurmann, CEO LATAM, TCS. "We look forward to being a part of this transformative project and bringing our long history of successful implementation of cutting-edge solutions that accelerate our partners' digital transformation."

Today's NOC environment faces unique challenges as networks become increasingly larger and more complex, and customers demand quicker and more reliable connectivity. The VIAVI and TCS solution addresses challenges such as vendor/domain-dependent siloed networks systems, lack of end-to-end and real-time visibility, as well as increases in Mean Time to Repair (MTTR). Because the solution facilitates the early detection of service failures and their exact location, it will deliver significant improvements to users' fixed/mobile Internet, television and fixed/mobile telephone services.

"The value of a SOC lies in its ability to keep services running smoothly, secure from threats and optimized for performance. Our partnership with TCS provides end-to-end visibility that helps Claro's SOC deliver a better customer experience," said Eddy Bueno, Vice President, Latin America, VIAVI. "By enabling real-time visibility, predictive maintenance and rapid resolution capabilities, VIAVI NITRO AIOps helps Claro successfully execute its innovative initiatives."

VIAVI and TCS recently celebrated 25 years of partnership.

About Tata Consultancy Services (TCS)
Tata Consultancy Services is an IT services, consulting and business solutions organization that has been collaborating with many of the world's largest companies in their transformation processes for more than 55 years. Its portfolio of business, technology and engineering services and solutions, based on consulting and knowledge, is offered through its exclusive Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development.

TCS, part of the Tata group, India's largest multinational business group, has over 608,000 of the world's best-trained consultants across fifty-five countries. The company generated consolidated revenues of $27.9 billion in the fiscal year ended March 31, 2023, and is listed on the BSE and NSE of India. TCS' proactive stance on climate change and award-winning work with communities around the world has seen it featured in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index. For more information, visit www.tcs.com

About VIAVI
VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications. Learn more about VIAVI at www.viavisolutions.com. Follow us on VIAVI Perspectives, LinkedIn and YouTube.

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SOURCE VIAVI Solutions

Tata Consultancy Services (TCS) and VIAVI Solutions (NASDAQ: VIAV) are the companies involved in the partnership.

The project aims to enhance Claro's customer-centric strategy by redesigning the SOC for real-time network monitoring of fixed and mobile services.

The solution is based on VIAVI NITRO® AIOps and TCS's 4.0 business model, enabling early detection and prevention of service issues.

The solution will be demonstrated at Mobile World Congress in Barcelona, February 26-29, Hall 5, Stand 5A18.

The partnership will bring immediate benefits by implementing new AI/ML solutions and techniques to improve the end-to-end performance of services, with a focus on optimizing the experience of voice and data customers on Claro Colombia's mobile network.
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About VIAV

viavi (nasdaq: viav) software and hardware platforms and instruments deliver end-to-end visibility across physical, virtual and hybrid networks. precise intelligence and actionable insight from across the network ecosystem optimizes the service experience for increased customer loyalty, greater profitability and quicker transitions to next-generation technologies. viavi is also a leader in anti-counterfeiting solutions for currency authentication and high-value optical components and instruments for diverse government and commercial applications.