GlobalConnect invests in AI-driven service platform to take the lead on customer experience

GlobalConnect invests in a cutting-edge monitoring service platform from ScienceLogic that will provide operations teams with actionable insights to predict, detect, and resolve network and IT related problems faster. GlobalConnect expects this to further improve the customer experience.

GlobalConnect, a digital infrastructure company responsible for transporting more than half of all data traffic in and out of the Nordic region, invests in a cutting-edge AI-powered monitoring platform from ScienceLogic to streamline service operations, replacing multiple disparate systems with a unified solution. The platform will significantly reduce downtime, improve service quality, and provide customers with real-time insights into issue resolution. The new AI platform will be used in GlobalConnect’s Network Operations Center, where it will enhance the monitoring of the company’s more than 245.000 km network.

Faster resolution times
"This investment will provide GlobalConnect's customers with a faster and more proactive resolution of issues that arise," says Uffe Tomasson, SVP Chief Technology & Operations Officer (CTOO) at GlobalConnect.

"With the new platform, our customers will experience even more uptime and a faster and more transparent support process, where AI identifies and resolves upcoming issues before they impact operations," he adds.

Reducing the number of issues
GlobalConnect aims to become the market leader in Service Operations and Support and is therefore investing millions in the new platform.

The new AI-driven platform will monitor and manage all services offered by GlobalConnect. Tomasson explains that the goal of this change is to reduce the number of issues experienced by customers.

The platform will automatically detect faults as they occur, AI will analyze the issue, assist in ordering resources — whether that means dispatching a field technician or sending new equipment to the customer — escalate the case to the appropriate technical teams, and continuously update the customer on the issue, the corrective actions, and progress. All of this will happen within seconds or minutes, revolutionizing the customer experience for telecom services. B2B customers will be able to track the entire process either via GlobalConnect’s customer portal or by integrating with our IT service management system using standard application programming interfaces.

Fewer manual processes
“The AI platform will replace many of the manual processes we have today”, Tomasson explains.

“It continuously monitors network health and performance, providing real-time recommendations for efficiency enhancements and scalability. This ensures a more reliable and seamless experience for our customers, which is crucial as we expand our fiber infrastructure and manage the growing data demands”.

Increasing value for customers
“This partnership enables us to help shape a pillar of GlobalConnect’s AI strategy and broaden our international footprint while supplying their customers with innovative technology and increased value,” says Michael Nappi, chief product officer at ScienceLogic.

“Comprehensive observability is critical to proactive detection and rapid incident response. By replacing many different discrete monitoring systems with the ScienceLogic Platform and delivering AI and automation through Skylar AI, GlobalConnect customers will be able to reduce downtime, offload IT burden, and focus on driving innovation,” he says.

GlobalConnect will build and test the new platform from ScienceLogic in the coming months and plans to deploy it in stages during 2025.

About ScienceLogic
ScienceLogic empowers intelligent, automated IT operations and observability, freeing up time and resources, and driving business outcomes with actionable insights. ScienceLogic’s AIOps platform sees broadly across clouds and on-premises, enabling business service visibility with relationship mapping, and workflow automation to eliminate manual tasks. Trusted by thousands of organizations across the globe, ScienceLogic’s technology has been proven for scale by the world’s largest service providers, enterprises, and government agencies. https://sciencelogic.com/