IBM Unveils New OSS

New IBM telecom software to help improve each user's experience

November 28, 2007

2 Min Read

ARMONK, N.Y. -- IBM (NYSE: IBM) today previewed new software that will help cellular phone, Internet and other communications service providers to analyze and improve the quality of their services to a degree not possible before. Before a customer has the chance to complain about a service problem, the software will help allow operators to pinpoint problems ahead of time and facilitate the resolution of network issues more quickly -- which can help them realize their goals of increasing customer satisfaction and reducing call center costs.

The new IBM Tivoli® Netcool® Customer Experience Management solution -- available in the first half of 2008 -- will help provide instant access to data that enables service providers to manage user accounts by customer, location, device, time, grouping and service -- all through one dashboard view. The solution will bring proactive management of individual customer's experience which can help users achieve rapid problem resolution, greater customer confidence and increased per customer revenue growth.

As the front line of contact with customers, customer care teams are uniquely positioned to build trust and grow per customer revenues for businesses. Until now, insufficient information about network issues coupled with inefficient communication between customer care and network operations has limited customer care's ability to drive customer satisfaction as a profitable industry advantage.

With access to customer-specific information, service teams will not have to relay back and forth between network operations. Instead, they will be empowered with real-time and advance information. They can notify the customer that a problem is acknowledged and immediately start a Trouble Ticket. Then they will be able to identify and notify other account teams affected by the problem as appropriate.

Since network issues can be resolved more quickly, incoming service calls may be minimized before large groups of users are affected. And with a better understanding of usage patterns, customer care can know in advance what's going on and can reassure, if not alert in advance, high volume and key customers.

"Assuring the availability and quality of service for every customer is something communications service providers recognize as the key to profitability and long-term sustainability," said Karl Whitelock, senior consulting analyst, Stratecast, a division of Frost & Sullivan. "IBM is one of only a few suppliers possessing enough solution capability and services expertise to address the end-to-end needs of Customer Experience Management transformation."


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