NetCracker Adds to Its OSS

NetCracker Technology announces new Customer Impact Analysis (CIA) module

July 27, 2005

2 Min Read

WALTHAM, Mass. -- NetCracker Technology, a leading provider of OSS and IT Infrastructure Management Solutions, formally introduced today its new Customer Impact Analysis (CIA) Module. The newest addition to the NetCracker OSS solution set, the CIA Module gives service providers, in real-time, a way to rapidly synthesize trouble tickets and information on network and service outages to identify the root cause, and then quickly relate the specific problem to the impacted customers and services.

The NetCracker Customer Impact Analysis is designed to monitor alerts and activities across the enterprise that clearly show actual network performance levels against committed service levels. Service providers can now proactively manage affected customers when a network problem occurs reducing customer dissatisfaction, poor service ratings, and customer churn.

Currently deployed at various NetCracker customers worldwide, NetCracker's CIA empowers them to best meet the needs of their existing and future subscribers. The new CIA module helps them to:

  • Reduce the impact of service outages by being able to show events and their associations with network topologies for easier problem management,

  • Provide a higher level of QoS by evaluating trends from trouble ticket statistics, and QoS statistics,

  • Keep subscribers satisfied by evaluating existing resources, network performance and customer data, and

  • Reduce the cost of customer support with fewer customer complaints and proactive support activities.
    "CIA is a key aspect of the total NetCracker OSS solution. Allowing carriers to see and evaluate what is happening network wide in real-time helps spot potential bottlenecks and predict problems," said Andrew Feinberg, president and CEO of NetCracker. "The new CIA Module is the latest of our real-world innovations for service providers. It helps them function in a more customer-centric way supporting both legacy and new IP-based technologies. NetCracker's world-class development and solutions delivery organizations liberate our customers from tedious customer management details to an automated solution that streamlines functions and offers real-time data improving customer service."

    Additionally, NetCracker's CIA module interoperates with third party OSS, BSS, and CRM solutions to maximize the flow of necessary data throughout the enterprise. This unified view eliminates the guesswork of managing the customer experience, planning for network upgrades, and correlating network events to service interruptions to best plan for the next course of action. The new Customer Impact Analysis Module bridges the gap between managing the network and managing the customer experience.

    NetCracker Technology Corp.

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