Ericsson Gets Into CEM

STOCKHOLM -- In a world of increasingly complex end-user services paired with rising consumer expectations, it is critical for operators to understand how their services work and perform in real time if they are to create a trusted brand. Ericsson (NASDAQ: ERIC) is now launching an evolved managed-services offering that allows operators to monitor key service performance and proactively deal with any problems that may arise across the entire network and IT environment.

Complex and constantly evolving multi-vendor networks and services are placing considerable demands on service management, so operators must determine how to become more competitive in terms of service-quality and end-user experience.Ericsson's Managed End-user Service Assurance (MESA) methodology provides the operator with end-to-end visibility and control across the service- delivery chain, from the entire range of systems and applications, in real time.

Valter D'Avino, Vice President and Head of Managed Services at Ericsson, says the MESA methodology starts with the operator and Ericsson working together to identify the services that are most important and distinctive to the operator's brand.

D'Avino says Ericsson experts then analyze the operator environment, identify key data sources and related relevant information, and develop MESA dashboards specific to operator needs. These dashboards provide a real-time view of service quality and performance across the network and IT environment and enable proactive actions. As a methodology rather than an individual tool, MESA can then be adapted to the changing needs of the operator as their business evolves over time.

Ericsson AB (Nasdaq: ERIC)