Artificial intelligence (AI) is unquestionably the #1 technology topic in the world. In fact, nearly 50% of tech leaders polled by CNBC said AI is now their top expense. Whether large language models of generative AI like Chat GPT or Google Bard, machine learning applications like predictive analytics or intelligent automation tools, AI in all its forms has literally taken over IT mindshare in the past year. And no one covers AI as thoroughly as Gartner.
That’s why it’s so satisfying to bask in the glow of MetTel’s fourth consecutive year as a leader in the Gartner Magic Quadrant for Managed Network Services. In the report, Gartner cites MetTel’s network automation performance as the top-performing of all the Leaders in the magic quadrant. Actually, it says MetTel “continues to be top performing…” just as we were in 2020, 2021 and 2022.
Gartner is referring to our Intelligent Process Automation application which is now participating in 100% of our reported network incidents and resolving 58% of them without any human intervention. This process has made our network analysts 87% more efficient and productive, allowing them to address the real and important issues.
Over the summer we received news that MetTel had been recognized as a leader alongside other major players in the networking space in two separate Gartner Hype Cycles – the Hype Cycle for IT Management Intelligence and the Hype Cycle for Enterprise Networking – our first appearances in these forward-looking reports.
So, what exactly is a Gartner Hype Cycle? It is a graphical presentation designed to represent the maturity, adoption and social application of a specific technology trend. Inclusion as a representative vendor in these Hype Cycles means that Gartner considers MetTel one of the key drivers of that trend.
Gartner analyst Jonathan Forest noted that “AI networking drives operational management savings of up to 25% by reducing the number of support calls, enabling a quicker incident response, improving network availability and optimizing the end-user experience.”
In further recognition, MetTel also won a Gold Stevie Award for Innovation in Customer Service – Telecommunication Industries for our AI Engine for Customer Service.
These honors reflect MetTel’s AI leadership in IT communications, the merging, morphing industry where telecommunications and IT overlap and meet managed services. But we’re not satisfied with what we’ve done, not in this era of generative AI.
In a recent Wall Street Journal article, our CEO, Marshall Aronow, highlighted that we are looking for new ways to implement AI across the company in virtually every department, even creating new, high value roles that will help our operational units leverage AI, including generative AI such as Chat GPT, to enhance human productivity and efficiency. This is a commitment to innovation made at the top of the company.
To one degree or another, nearly all of our customers benefit from MetTel’s application of AI today to accelerate incident resolution across managed network services such as SD-WAN, POTS Transformation and even basic POTS, as well as expediting customer service inquiries. And the range of AI applications will only grow from here.
We have led our peers in bringing the power of AI and cutting-edge technology to our products and customers to date. Thanks to the overwhelmingly positive results and market feedback, we will continue to seek out new ways to innovate with AI to improve our processes, our offerings and most importantly, our customers’ experience.