This Catalyst – championed by Claro Colombia, Claro Brasil, and Libyana Mobile – showcases how an AI-powered SOC can predict issues before customers notice, automatically resolve incidents, and align network performance with customer expectations. Built on TM Forum Open APIs, the architecture enables seamless interoperability, fast integration in brownfield environments, and real-time automation. It delivers a replicable framework – a modular, standards-based blueprint adaptable across operations, domains, and technologies. Designed for scalability, it accelerates autonomy through proven patterns and automation models. Why It Matters -------------- Telecom networks are more complex than ever, yet customers demand flawless connectivity and fast resolutions. Traditional NOCs fall short of managing customer experience. Frameworks like TM Forum’s Open APIs, Closed-Loop Automation, and MAMA highlight the need for integrated, real-time, customer-focused operations. A customer-centric SOC is key to resolving issues before they impact users, improving satisfaction, and reducing costs and churn. How It Works ------------ The SOC collects data from all layers of the network — access, transport, and core — and consolidates it through a cross-domain Data Mediation Layer capable of handling diverse protocols and systems. This enables a unified operational picture built from alarms, KPIs, logs, and real-time performance. But observability alone is not enough. The SOC enhances this picture with customer-centric signals — such as QoE, crowdsourced metrics, complaints, and churn risk — to understand not just what’s broken, but how it impacts the customer experience and the business. An AI/ML engine detects anomalies and predicts service degradations. When issues arise, an intent-based automation engine maps them to appropriate actions using TM Forum Open APIs, closing the loop with continuous validation. Key Benefits ------------ * Proactive Customer Assurance: Identify and resolve service issues before users experience them. By focusing on QoE and customer context, the SOC elevates satisfaction and reduces inbound complaints. * Faster Time to Resolution: Intent-based automation enables rapid remediation, decreasing MTTR and ensuring consistent service availability. * Reduced Churn Risk: With real-time insight into customer impact and contextual business signals, high-value accounts are protected from persistent quality issues. * Operational Efficiency: Automation handles routine tasks, allowing SOC teams to focus on strategy and innovation. The unified view improves collaboration across digital operations, network, and customer-facing teams. * Scalable, Reusable Architecture: Built on TM Forum Open APIs and aligned with the ODA and MAMA frameworks, the solution provides a blueprint for autonomous operations that can be replicated across CSPs. Expected Outcomes ----------------- * Decrease in customer-initiated trouble tickets and care center interactions. * Improved perceived reliability, especially in high-ARPU segments. * Increased Net Promoter Scores as customer disruptions become rare and short-lived. * Lower operational costs through intelligent automation. * Industry-aligned reference architecture, validated by TM Forum's Value Operations Framework (VOF), and designed to accelerate autonomy adoption across telecom environments.