Case Study

Proactive self-healing of heterogeneous CPEs for a European Telco across multiple countries

Harnessing Analytics & Self-Healing for CPE Management



Remote actions

EU countries


Client required a standardized platform that could be rapidly deployed and scaled to deliver uniform and resilient operational processes across multiple countries, while also adhering to the company's long-term sustainability goals



As the telco ventured into new geographies, the major challenge was to ensure smooth operations - effectively addressing integration complexities including data management, customer experience, and infrastructure monitoring

  • Disconnected monitoring solutions across multiple country deployments​
  • Conformance to data privacy regulations​
  • Complex data analytics of data originated from CPEs from different OEMs​
  • Poor efficiency and high operational costs


Tata Elxsi’s iCX solution is a secure, scalable, and distributed platform for enhancing customer experience and improving operational efficiency. It is developed using the latest device management standards and deep learning algorithms to automate, monitor & manage CPEs (STBs and Gateways) at speed and scale.

Key Features of the Solution: 

Unified Solution: Eliminate the need for multiple, disconnected monitoring systems. iCX offers a comprehensive platform, reducing complexity and streamlining workflows.

Actionable Insights:  Leveraged advanced analytics to extract valuable insights from telemetry data to empowers teams across operations and customer care

Proactive Problem Solving:  iCX's proactive approach identifies potential issues before they disrupt viewers. Self-healing mechanisms can even automatically resolve problems, minimizing downtime and frustration.



The iCX solution by Tata Elxsi transformed operational efficiency and user experience for the customer. iCX (Multi-tenant & GDPR Compliant) deployed for a Leading European Operator helped them in achieving the below highlights.

  • Reduced complexity achieved by the central platform: Eliminated complexity by offering a central platform that manages a massive network of 1.7 million CPEs across eight European countries, eliminating the need for disparate systems and simplifying operations for a diverse vendor landscape with devices from five different OEMs.
  • Self-healing and remote actions: Around 2.65 M remote actions including self-healing operations performed by iCX, proactively addressed potential issues before they disrupted the viewing experience.
  • Increased Efficiency and Reduced Costs: Increased Efficiency and Reduced Costs: Achieved a significant reduction in truck rolls. Approximately 10% of the total remote actions contributed to this, translates to substantial cost savings in field operations.
  • Enhanced Customer Experience: 

    Approximately 20% of the total remote actions facilitated remote resolutions and improved average handle time (AHT) and first-contact resolutions (FCR)

  • Boosted Customer Loyalty: Net Promoter Score (NPS) increased by 10%, indicating a significant improvement in customer perception and loyalty.

Services rendered

Tata Elxsi

  • Consulting & System Integration​
  • Integration of Tata Elxsi Over the Air (OTA) update & Remote management solution(iCX)​
  • Integration and testing with operator backend
  • Post-deployment maintenance and upgrades​

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