Making our MNO and MVNO customers’ operations and support tasks easier is key to competing successfully

JSC Ingenium, following its strategy of focusing on customers and being aware of their needs, deploys “MINOS” for the exclusive use of customers. This is a new smart assistant that guides customers in a quick, simple and intuitive way to raise a query, request a change or service activation, notify an incident, or request tasks.

MINOS allows customers to request certain tasks in a detailed and structured way, such as asking for new SIM orders, requesting VPN activation, configuring reports or vouchers and so on.

MINOS displays an intuitive and friendly interface that is designed to guide customers’ operations and support teams, through customized flows, according to the services deployed for each customer, and it is 100% tailored. This makes it possible to compile all the relevant information in a structured way with the ultimate goals of avoiding downtime and optimizing response times as much as possible.

This innovative smart assistant helps to categorize the criticality level of a request, prioritizing the most urgent cases, as well as redirecting requests to the relevant specialized support team, or to detect incorrect or duplicate tickets thanks to the real time auto-diagnosis test, which helps to avoid wasting time and optimize support team activities.

MINOS is operated by a local and specialized 24/7 technical support team with a deep knowledge of our customers’ technology and business. This allows them to preempt the criticality level that an incident may have for a business, take the relevant measures, and keep customers informed.

JSC Ingenium maintains its commitment to R&D, developing tools that work in an integrated way and in real time, to keep growing day by day. MINOS is integrated, on the one hand, with the smart monitoring and diagnostic tools Pharos and Brain, and on the other hand with the ticketing platform, which allows it to fully track the incident. Thanks to these resources, the company optimizes the work of the teams involved and the speed and form of the resolution process, ultimately improving customer satisfaction.

New eSIM Platform for MVNO/A/E

Another major advantage of the eSIM solution is allowing aggregators and enablers to offer the eSIM service to their brands completely independently.

JSC Ingenium launches BRAIN, its new smart advanced support system

JSC Ingenium deploys its new service monitoring system

According to José Losada, CTO at JSC Ingenium, “monitoring all the aspects of the service and being able to immediately identify any incident or problem that is happening means that we have the information we need to react quickly and take the appropriate measures, helping to re-establish the correct operation of the service and minimising the impact on the end user”.

The new system simplifies how the service is monitored at the graphic level, and makes the work of L1 Support operators much easier. Fernando Beltrán, who is responsible for the new system, highlighted how they have also tried to add value in incident management: “when an alarm goes off in the system, it is displayed on the screen with the protocol, as well as the operating procedure to be followed in each case, and all the related technical documentation for solving the problem. This means that our support operators can react quickly and take the necessary measures, or go to the archive to look for alternatives used in similar incidents”.

The system also allows complete monitoring by level, with basic panels for the NOC device and other advanced panels for the other support levels (L2 and L3). “This means that we’re sure it will optimise the work of the various support teams involved, and ultimately, offer a better service to our clients”, Fernando pointed out.

Fernando emphasised the importance of having additional external information as another of the differential advantages in the new monitoring system. “The new system allows us to display relevant events that may be happening on the screen at the same time or events in the future, such as: planned and unplanned interventions, software and network updates, etc. This gives our support operators a comprehensive overview of the service and they can be informed of any intervention, update or deployment, which may have directly or indirectly affected the service in one way or another”. It also has a history of past events that can help to produce a detailed forensic analysis, examining the incident and understanding all the possible causes that may be behind it.

JSC Ingenium provides technical support on a 24×7 basis, 365 days a year, through its NOC (Network Operations Center) located at its headquarters in Madrid, where it monitors the service of more than 60 mobile operators with which it works, including network and virtual operators, located in more than 16 countries all over the world.