IBM on Nov. 28 will give telcos and communication service provider customers a sneak peek into new software designed to give greater visibility into real customer experience.
The IBM Tivoli Netcool Customer Experience Management software, which works across both wireless and wireline networks, gives carriers insight into the impact of network problems on services and customers before they result in thousands of phone calls from complaining customers.
"Instead of customers calling up to complain, this lets them see whos having what problems and resolve issues before tens of millions of customers are affected," said Scott Sobers, director of service provider solutions for IBMs Tivoli Software in Washington, DC.
To read more about IBMs telecommunications management initiative, click here.
The new software, due in the first half of next year, gives operators quick access to data that allows them to manage user accounts by customer, location, device, time, grouping and service. All the data is presented in a single dashboard view.
"Service providers can pinpoint issues to a whole new level of granularity that they dont have today. They can differentiate between two different enterprises," Sobers added.
The software is aimed at service providers customer care teams and is intended to bridge the gap between network operations and themselves. It will give advanced information to problems and allow customer care teams to proactively contact customers to let them know they are aware of any problems.
For enterprise customers using telco services, the tool offers the opportunity to "have in place the assurance with the carriers that they can have an understanding of how the service is performing," Sobers said.
The IBM Tivoli Netcool Customer Experience Management software will be released by July in conjunction with a new version of IBM Tivoli Netcool Service Quality Manager, which was acquired early this year in IBMs Vallent acquisition. The Service Quality Manager update will include new integration with Netcool/OMNIbus for root cause analysis.
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