in data revenue
and this is expected to rise
exceeding the target of 10%
in charging, billing and ordering
over the previous year and a drop in operational costs
33% faster for more complex ones
Director & Chief Strategic Transformation Officer
“Outstanding customer centricity and experience is much more than just providing advanced digital channels – XL Axiata’s mindset cuts across the organization all the way down to applications management, and AI-driven autonomous operations play a key role in this.”
XL wanted to identify and resolve operational problems before they impact customer experiences, so XL and Amdocs created a unique online business process-driven dashboard which relies on business, rather than operational, key performance indicators (KPIs). Supported by the self-healing engine, the dashboard aggregates inputs from operating systems and applications and translates them into KPIs in real time.
Monitoring business parameters’ KPIs allows XL to quickly understand the potential business impact of an operational problem on customers and revenues, and then resolve it, (whereas operational KPIs only identify issues after customers complain).
XL and Amdocs identified more than 20 critical business KPIs based on specific customer flows with service level agreements, and thanks to the self-healing engine which already performs 45 complete auto-resolution flows, XL continuously maintains an impressive service-quality level of 99.999% -100%.