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The Merit Awards for Technology aim to recognise the efforts and contributions of companies within the global telecom industry. Judged by industry experts, media professionals, and consultants, the awards honor submissions that represent the best in current and next-generation innovation and technologies.
Celfocus's success started with the "Cognitive Intelligence & Automation Solution (CIAS) for Global NOC" project, created in partnership with Vodafone. This innovative initiative won first place in the "Telecom" category.
Celfocus helped Vodafone to transform the Global Network Operations Centre (NOC) and deliver a Cognitive Intelligence & Automation Solution (CIAS). This digital transformation, driven by AI and Machine Learning Automation, focuses on end-to-end network incident detection and resolution and plays a pivotal role in the OSS digital transformation towards autonomous networks.
The solution enables zero-touch automation and augments human decision-making at scale through a unified front-end, thereby reducing the need for multiple intervention points and streamlining operational workflows. The development of the solution has significantly advanced with the latest technological addition of Google Cloud Platform (GCP). This strategic move involved migrating the cognitive component, responsible for detecting network issues and their root causes, to the GCP cloud-native tools, thereby making it more accurate, efficient, and reliable.
Celfocus won another gold medal, this time with the "TOBi - Vodafone Ireland's virtual assistant" in the Best AI Solution for Customer Service category.
The company played a key role in supporting Vodafone Ireland with the development of TOBi, a virtual assistant designed to enhance the customer experience and improve agent handover processes. The solution implemented two fully automated front facing AI agent systems that provide selfcare, troubleshoot, and e-Shop functionalities directly to customers. Tobi Chat channel provides natural language conversations via text on web, mobile and Vodafone Applications. Similarly, the Tobi Voice channel provides natural language conversations over voice, accessible through a toll-free Irish number that is also available internationally.
The Celfocus Business Services Platform (BSP) earned the Silver Medal in the Cloud Services category, showcases the company's expertise in cloud technology. By leveraging AWS to transform Vodafone Ireland’s B2B services, the BSP has made significant strides in improving operational processes, delivering an enhanced user experience, and streamlining business interactions. The platform’s cloud-native architecture ensures improved scalability, availability, and resilience, which are vital for maintaining Vodafone's high standards in business services.
Marie Zander, the Executive Director for Merit Awards, stated “these visionary innovators and companies have not only showcased exceptional skill in leveraging technology but have also set new standards of excellence. The remarkable achievements of each winner underscore the transformative potential of technology, and we extend our heartfelt congratulations to this year's recipients.”
The collaborative efforts of Celfocus with Vodafone have not only garnered recognition but have also showcased the transformative potential of technology in addressing real-world challenges.
