New IBM Telecom Software to Help Improve Each User's Experience

Software Will Help Enable Service Providers to Visualize the Customer's Experience, Minimize Churn and Improve Operational Efficiency

ARMONK, NY - 28 Nov 2007: 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."

On the business side, service providers may expect that with improved customer satisfaction, new customers will be won and users will be encouraged to try other services offered by the provider. It can also help allow marketing departments to leverage usage patterns and behavior data for targeted campaigns, matching existing customers with new products and services.

The software can also help service providers validate quality in advance of a new service launch. This can help ensure a good first experience for customers, encourage repeat usage, improve a customer's inclination to try other services and attract new customers.

"The new Customer Experience Management solution is a further step in connecting network operations to the front line of quality service delivery," said Kieran Moynihan, vice president & CTO of telecommunications software, Tivoli Software, IBM. "Network management is a customer impacting function, and next generation telecommunications is all about placing the customer at the heart of the business. While businesses are increasing confidence in their service, they can simultaneously lower operational costs. The solution will help to reduce call center call volumes and boosts overall effectiveness."

The Customer Experience Management solution from IBM Tivoli Netcool will be available in conjunction to the release of the new version of IBM Tivoli Netcool Service Quality Manager -- both scheduled to be released in the first half of 2008. The updated IBM Tivoli Netcool Service Quality Manager software, technology from the Vallent acquisition, will include new integration capabilities with IBM Tivoli Netcool/OMNIbus, for depth root cause analysis.

More information on the customer experience management solution. 

The Stratecast report on customer experience management.

About IBM Tivoli Netcool Software
IBM Tivoli Netcool software has been selected by more than 1,000 service providers globally, including all of the top 20 carriers. The software helps service providers ensure service quality; reduce operational costs and speed time to market. IBM software helps service providers address emerging opportunities in next-generation network transformation, fixed/mobile convergence, and IP Multimedia Subsystem (IMS) deployment.

More information about IBM Tivoli Netcool software.

About IBM
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