Uniti Group Drastically Speeds Up Incident Resolution with Resolve

Organization Profile

Industry: Telecommunications & Infrastructure

Company Size: 700+ Employees

Region: United States

Services: Fiber infrastructure, broadband connectivity, and enterprise communications supporting national customers across a complex hybrid network

A Network of Excellence

Uniti Group operates one of America's most robust communications infrastructure portfolios, providing mission-critical services across fiber and broadband. But as customer demand grew and staffing resources tightened, the company faced mounting operational pressures:

• Manual ticket creation consumed significant technician and NOC time
• Unnecessary tickets diluted focus and slowed incident response
• Lack of correlation between fiber outages and downstream circuits made it difficult to prioritize work efficiently

Uniti needed an automation foundation that could filter noise, generate accurate tickets, and accelerate resolution, ensuring teams could stay focused on what matters most: customer connectivity.

Automation at Scale: From Noise to Signal

With Resolve, Uniti built a proactive incident management system that ties events directly to real-world impact. For example, when a fiber cut occurs, Resolve automatically correlates every downstream circuit affected, generates the necessary tickets, and routes them directly into Salesforce Service Cloud.

The results:

• Tickets are created only where needed, reducing noise and wasted effort
• Technicians and NOC staff can focus on critical, actionable incident
• ‍Mean time to repair (MTTR) is shortened significantly, as incidents reach the right teams faster

This shift has transformed operations from reactive firefighting to streamlined, proactive resolution.

High-Impact Use Cases Driving Results

Resolve is now embedded across multiple Uniti business units, orchestrating daily workflows at massive scale. Key use cases include:

• Proactive Ticketing & Event Correlation: Automatically tying outages (like fiber cuts) to impacted circuits, saving an estimated 10 minutes per ticket compared to manual creation.‍
• Configuration Management at Scale: Through its “Precog” system, Uniti uses Resolve to maintain thousands of customer premise equipment (CPE) and SD-WAN endpoint configurations, automatically updating devices nightly with new profiles and OS versions.‍
• Circuit Testing & Root Cause Analysis: Automated end-to-end circuit tests pinpoint the location of failures, attaching diagnostic details to tickets and reducing MTTR.‍
• Routing & Service Cloud Integration: Automation handles ticket routing and case management seamlessly within Salesforce, eliminating overhead that was once managed manually.‍
• Continuous Improvements: Teams are extending automation into DSLAMs, OLTs, and other network domains, as well as consolidating API-based workflows into Resolve to reduce system sprawl.

Together, these automations account for ~30,000 unique runs every 24 hours, forming the backbone of Uniti’s operations.

Results That Strengthen Operations

Resolve enables Uniti to operate leaner, smarter, and with greater resilience:

• 30,000+ automations executed daily across IT and network operations‍
• 10 minutes saved per ticket on correlated fiber outages, compounding across hundreds of circuits‍
• Lower MTTR through faster root cause identification and intelligent ticket creation‍
• Freed technical staff to focus on governance, strategy, and new automation development rather than manual toil‍
• Flexible foundation for expanding into AI-driven use cases like data rationalization and inventory correction

Looking Ahead: Toward Agentic AI and Data Integrity

Uniti’s teams are now exploring the next frontier of automation: using AI agents to rationalize inventory data and further reduce manual cleanup. Future plans include enabling Resolve to identify and fix discrepancies automatically, creating a closed-loop system that enhances data quality while minimizing human intervention.

As Uniti continues expanding its automation footprint, Resolve remains the platform of choice to eliminate noise, reduce overhead, and support continuous innovation.

Ready to Achieve Similar Results?

Check out Resolve Actions to discover how IT automation and orchestration can drive real results for your organization, or request a custom demo to see how leading telecom providers like Uniti Group are transforming operations, eliminating noise, and future-proofing their service delivery with Resolve.