Network Operation Center (NOC)
Chunghwa Telecom is a professional agent of customer service for international enterprises and an operating center for network monitoring management.
Introduction to service
Introduction to service
Chunghwa Telecom's NOC is a platform for customer service agents and network monitoring management at cross-border companies. Working with Chunghwa Telecom's plentiful network resources and ICT products, the center provides high-quality professional agents and support services that allow the customer to focus on developing their "core business" and build up their competitive power. It also greatly lowers the costs for human resources and network management/communications system maintenance.
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Features and strengths
GXC, with its multiple areas of experience, has anticipated relevant problems, as well as the solutions
Systematized & customized services
Having established a high-quality global network, we can provide MPLSVPN, EZVPN, internet, IPLC, satellite communications, mobile network, and other network services.
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All-in-one, dual language services
We provide global network planning and setup services the customer needs for a stable, secure, and fast network environment.
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Providing comprehensive team services
Chunghwa Telecom's professional cloud/network consultation team supports the customer with network/cloud/ICT integration solutions and consultation services.
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Customer needs and solutions
Customer needs and solutions
Cross-border corporate customers need complete domestic and foreign WAN and LAN equipment, as well as proactive obstacle reporting services. They also need a 24-hr Chinese and English customer contact, proactive network management monitoring, and webpage inquiries for network/equipment status, as well as other services.
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Service platform
Service platform
Chunghwa Telecom's NOC service platform incorporates the EyeSee (globally integrated monitoring system) and cross-border customer service application systems. EyeSee can manage both foreign and domestic LAN and WAN resources and ICT equipment efficiency information. Customer service application systems provide customers with functions tailored to customer needs. And paired with Chunghwa Telecom's professional technical/service personnel, we can provide customers with all-day, all-year customer services and a project management service platform.
Frequently encountered problems
Frequently encountered problems
Corporate customers encounter issues with overseas operations. They face problems with lack of human resources for services and IT; they may also face gaps in technical ability. Thus they need to consider how to reduce costs from service and maintenance while also raise efficiency. Along with the development of the overseas business blueprint, customers also need solutions for customer service and network management.
Solutions
Solutions
Both the service platform and content can be deployed to any corner of the globe, where it can resolve issues with customer's equipment/services and difficulties in integrating management. Service systems and networks can help build a service/maintenance center that centrally manages solutions, comprehensively supporting the customer's services and maintenance.
Main functions
Responds with rapidity to changes in the industrial environment; increases its speed for several types of network and cloud services
Professional customer service agents for cross-border companies
- Customer service application systems provide tailored customer services
- Accepting and responding to customer service requests
- Customized SOP for projects and follow-up for upgrades
- Reports and statistical analysis for projects
Cross-border corporate network management monitoring
Single integrated EyeSee
Incorporates management of efficiency information for the entire network and all ICT equipment
Network management monitoring and proactive services
Alerts over SMS and e-mail notices
Major obstacles reporting and upgrades
Timely network quality analysis, traffic analysis, bandwidth usage reports
Providing customer websites and apps with inquiry functions
Statistical analysis for equipment/service obstacles
Systematized & customized services
- Our self-developed next-gen network management system integrates all types of network management information, including the cloud and local networks, IT and CT, equipment and routes
- We provide a single management system that handles deployment, monitoring, notification, follow-up issues, and production reports
- Customized services, separate upgrades, notification methods, and report formats tailored to the customer
Diverse reporting mechanism and services
We support reporting through Web, app, LINE, telephone, and email.
All-in-one, dual language services
24-7-365 professional services available through a single contact
Toll-free service line available for domestic and foreign callers
Services provided in both Chinese and English
Providing comprehensive team services
- Chunghwa Telecom's professional cloud/network consultation team supports the customer with network/cloud/ICT integration solutions and consultation services
- The team possesses a wealth of experience in cloud/network/ICT setup and maintenance, an intimate familiarity with popular cloud operators, foreign and domestic network providers/ICT equipment providers. It can build, maintain, procure, and outsource for the customer, based on the customer's specific needs
Benefits of use
Allow the customer to focus on developing their "core business" and build up their competitive power
Increases benefits from foreign network and equipment maintenance
- A single system that integrates across multiple network lines and equipment
- 24-7-365 services available through a single contact
- Services provided by a comprehensive professional team
Saves on costs from company systems and human resource management
- Saves on costs from customer services platforms and service personnel
- Saves on costs from network management systems and administration
Equipment needs and reporting services
Cross-border corporate customers need both foreign and domestic WAN and LAN ICT equipment. In addition, they need to provide proactive obstacle reporting services.
Cross-border corporate customers need both foreign and domestic WAN and LAN ICT equipment. In addition, they need to provide proactive obstacle reporting services.
Network environment
Customers include France, Australia, China, altogether 5 locations, along with more than 100 locations in Taiwan. Each base possesses MPLS and MPLS/Internet, along with ICT equipment.
Issues you might face
- Needs a 24-hr single contact for reporting services in both Chinese and English
- Needs proactive network management monitoring services
- Needs obstacle reporting forms and network line quality analysis reports
- Needs webpage inquiry for information on network/equipment status
Solutions
Needs webpage inquiry for information on network/equipment status
Uses the Chunghwa Telecom Customer Service Application System (CAS) for services tailored to customer reporting needs
Global NOC handles reports in both Chinese and English; it accepts requests for problem handling and responding to customers both domestically and internationally
Global NOC/Northern NOC monitor customer routes/equipment alerts, proactively reporting obstacles and responding to customers
The system provides webpage inquiry for information on network/equipment status, so that the customer stay up-to-date on their network status
The system provides functionality for statistical analysis reports on obstacles; and the Chunghwa Telecom team follows-up on improvements in quality and efficacy