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.
A Digital First Future
As touched on above, another key aspect of the DIOC and the extended partnership with Huawei is the continued digitization of Indosat’s offerings.
The new center is the latest release in the companies’ joint goal of improving network infrastructure, speeding up digital transformation, and developing exceptional talent to shape Indonesia’s digital future.
Huawei’s sophisticated ICT solutions and technological expertise will support Indosat in creating a forward-looking, automated, and intelligent network that can flexibly meet the evolving needs of its customers.
Indeed, Huawei’s impressive tech infrastructure was recognized in the Gartner Magic Quadrant for Strategic Cloud Platform Services at the end of last year.
The company’s cloud offering was one of only eight to appear in the Quadrant, with Gartner praising the company for its unique global market strategy of focusing on underserved international cloud markets and using its telecom base to build cloud partnerships.
The Quadrant also noted Huawei’s high customer satisfaction rates in various aspects of its CX offerings, as well as its strong relationships with large enterprises.
In discussing the unveiling of the new center, Simon Lin, President of Huawei Asia-Pacific Region, emphasized the company’s commitment to improving digital services for its Indonesian customers:
“The unveiling of IOH’s Digital Intelligence Operations Center represents a ground-breaking achievement, marking a new era of co-building the innovation hub and embracing intelligent network.
As a technology innovator, industry pioneer, and local contributor rooted in this region, Huawei is committed to leveraging our innovative solutions to help our customers maintain sustainable business success and competitiveness.
“Together, we are shaping a more digital, connected, and intelligent future for Indonesia.”
