Solving It

Prodapt implemented a Service Outage Detection Engine using AWS technologies to deliver a scalable, automated solution tailored to the client’s operational needs. AWS Lambda served as the system's backbone, providing a serverless, event-driven solution that scaled automatically to handle the dynamic demands of 40 regional markets. By automating tasks such as anomaly detection, service restarts, and notifications, Lambda eliminated manual interventions, reduced response time, and enhanced reliability across the expansive network.

Amazon ElastiCache enabled rapid node and customer data access to address the OTS's scalability limitations, ensuring real-time data availability. Amazon CloudWatch continuously monitored system performance to detect anomalies early and maintain stable operations. Together, these components streamlined operations, reduced bottlenecks, and minimized the strain caused by reactive communication.

Central to this solution was the Proactive Notification Engine, powered by AWS Lambda, which continuously monitored outages across all fixed lines of business (LOB). Integrated with existing IVR and BOT interfaces, the engine ascertains affected nodes using data-matching logic and triggers real-time WhatsApp notifications on outages and expected restoration time. This proactive approach alleviates pressure on contact centers by reducing call volumes and enhancing service excellence.

In addition, we implemented a standalone ticket monitoring system that analyzes large data streams to provide timely updates. This system ensured continuous communication by regularly reviewing ticket statuses and delivering updates throughout the resolution process. This system decreased call volumes by reducing uncertainty and the frequency of status-related inquiries.