Ciena: Real-Time Learning and Hands-Free Operations at Global Scale

Ciena  is a global leader in networking systems, services, and software, employing over 8,650 people worldwide. Powering mission-critical connectivity for telecommunications, cloud, and public sector customers, Ciena enables 5G rollouts, fiber backbone infrastructure, and AI-driven networks that support essential emergency and enterprise services globally.

How does a networking leader keep 5,000+ field technicians job-ready, compliant, and productive across complex, rapidly evolving product launches? Ciena partnered with CGS Immersive to deploy TeamworkAR™ and Meta Quest—transforming training, field service, and operational workflows with hands-free, AI-powered guidance.

CGS Immersive delivered full-service instructional design, SCORM-ready content, and AR learning assets integrated seamlessly with Ciena's FAST service app. Using Meta's Passthrough Camera API, Ciena field teams now access real-time object recognition, step validation, instant compliance checks, and remote troubleshooting—all hands-free, online or offline.

Key Outcomes:

  • 5,000+ field employees equipped with hands-free, AR-powered guidance

  • 20–30 new training modules delivered annually—agile course production keeping pace with product cycles

  • Higher first-time fix rates—measurable improvements in service quality and technician proficiency

  • Faster onboarding—accelerated time-to-proficiency with fewer errors

  • Reduced downtime—minimized equipment and service interruptions across all regions

  • Compliance automation—instant documentation, manager screenshots, and workflow proofs in the field

"Integrating TeamworkAR™ into our FAST field service app has been a game-changer for Ciena's technical training and field performance. Our teams now access expert guidance and step-by-step visual instructions in real time, no matter where the job takes them. We've seen faster onboarding, higher first-time fix rates, and a real drop in downtime for both our people and our equipment."
— Phil Bilhete, Director of Field Operations, Ciena

The Strategic Impact:
Ciena's transformation demonstrates the power of combining world-class technology—CGS Immersive, Meta, and AI-driven computer vision—for measurable operational results. From boosting first-time fix rates and technician productivity to accelerating training and reducing critical equipment downtime, this partnership set a new standard for field service excellence.

Ready to transform your workforce learning and service operations?

See how Ciena empowered 5,000+ field technicians with hands-free, AI-powered guidance—and discover how CGS Immersive can drive similar results for your organization.