Satcom Direct (SD) has unveiled the completed upgrade to its network operations centre at its world headquarters in Melbourne, Florida. With an increased footprint, the addition of the latest technology and installation of a 72x10ft digital wall displaying real time global customer connectivity activity, the enhanced centre provides SD customers with augmented customer and product support.

The evolution of the operations centre has been driven by the need to intelligently aggregate, collate and analyse the increasing amounts of data generated by business aircraft activity. Information collected from the SD Xperience nose-to-tail portfolio of hardware, software and infrastructure solutions ensures the NOC is fully aware of the network status of each customer's aircraft globally.

Using a combination of artificial intelligence and machine learning, data is aggregated and displayed on the enlarged screen. The NOC optimises the enhanced visibility into the overall health of each individual aircraft and combines it with intelligent data analysis to identify any connectivity outage, degradation or systemic issues. This initiates the implementation of corrective action, often during flight. Predictive alerting is also triggered by the service intelligence platform enabling remedial action well ahead of potential issues.

SD prides itself on strong partner relationships, and the enhancements also bolster these connections. The upgraded technology can identify systemic issues across the partner satellite networks to support implementation of remedial measures, ensuring clients experience limited downtime if an issue occurs.

“Aircraft generate large volumes of multi-faceted data that provide clear insight into aircraft connectivity. If the data is behaving differently than expected we will often be aware of it before either our customer, the end user or our partners, which means we can begin to fix issues more quickly,” says SD founder and CEO Jim Jensen. “The investment we've made ensures we can extract meaningful information about usage and/or degradation, enabling us to be even more proactive in issue resolution. It puts our support team ahead of the aircraft for years to come.”