Network connectivity issues can cost millions, especially when it’s the basis for your business. Our client’s, first stop Level 0 customer support was the NOC, with calls coming in from both external vendors and peers. With even routine calls being routed to high-level network engineers, there was little time for them to focus on higher-level workloads, project incidents and tickets. Finding a way to improve the customer experience, while leveling workloads, was a top priority.