SWG 240/2007
IBM Tivoli Netcool hilft Telekommunikations-Anbietern bei der Fehlersuche
IBM präsentiert die neue IBM Tivoli Netcool Service Quality Manager Software, mit der Handy-, Internet- und andere Kommunikations-Provider die Qualität ihrer Dienstleistungen analysieren und verbessern können. Die Aufgabe: Bevor ein Kunde Qualitätsdefizite wahrnimmt oder sich gar beschwert, greift die Software bereits ein, stellt Probleme im Netzwerk fest und ermöglicht eine schnellere Lösung dieser Netzwerkprobleme. Dies erhöht die Kundenzufriedenheit und reduziert darüber hinaus Call Center-Kosten.
Eine zusätzliche Komponente des IBM Tivoli Netcool Service Quality Manager Software, der Customer Experience Manager (CEM), ermöglicht Providern, den sofortigen Zugang zu sämtlichen Kundendaten und die Darstellung aller Kundendaten in einem zentralen Dashboard. Dieses konsolidierte Sicht auf alle relevanten Echtzeit-Informationen - wie Kunde, Lokation, Netzwerkgerät, Zeit, Service, etc. - ermöglicht ein aktives Management der individuellen Kundenbedürfnisse und sorgt damit für mehr Vertrauen beim Kunden.
„Mit dem Customer Experience Manager bietet IBM den Telekommunikations-Providern eine Lösung, die alle relevanten Parameter für eine hohe Verfügbarkeit und beste Services kundenindividuell zusammenträgt, in einen Kontext bringt und eine Netzwerkplanung und Problemlösung ermöglicht", erklärt Alexander Zschaler, IBM Sales & Distribution, IBM Software Group. "So fließen durch den CEM beispielsweise Empfehlungen des Netzwerk Betriebs auch direkt in den Kundenservice ein - diese Vernetzung ist der Schlüssel zu echter Kundenzufriedenheit.“
Der Customer Experience Manager wird zusammen mit dem IBM Tivoli Netcool Service Quality Manager in der ersten Jahreshälfte 2008 verfügbar sein.
Weitere Informationen zum CEM und zur Gesamtlösungen finden Sie unter: .ibm.com/software/tivoli/solutions/netcool-customer-experience-mgmt/ ibm.com/software/tivoli/solutions/service-provider/
Weitere Informationen entnehmen Sie bitte der englischen Originalmeldung:
New IBM Telecom Software To Help Improve Each User’s Experience
Software will help enable service providers to visualize customer experience, minimize churn and improve operational efficiency
ARMONK, NY – 28 November 2007: IBM (NYSE: IBM) today previewed new software that will help cellular phone, Internet and other communications service providers 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 Service Quality Manager software – available in the first half of 2008 – will have an additional add-on available for customer experience management. The Customer Experience Manager component 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 software will bring proactive management of individual customers’ 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 Services 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 customers to ensure a good first experience, encourages repeat usage, improves a customer’s inclination to try other services and attracts new customers.
“The customer experience management software 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 software helps to reduce call center call volumes and boosts overall effectiveness.”
The new add-on customer experience management component will be available with the new version of IBM Tivoli Netcool Service Quality Manager 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.
For more information on the Customer Experience Manager software, please visit www-306.ibm.com/software/tivoli/solutions/
netcool-customer-experience-mgmt/
The Stratecast report on customer experience management can be found at software.ibm.com/software/tivoli/whitepapers/
IBM_Tivoli_Stratecast_WP_-_Bus_Transform_and_CEM_10-07.pdf
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.
For more information about IBM Tivoli Netcool software, visit www-306.ibm.com/software/tivoli/solutions/service-provider/.
About IBM
More information on IBM can be found at www.ibm.com.
All future dates and specifications are estimations only; subject to change without notice.
IBM, the IBM logo, Netcool and Tivoli are trademarks of International Business Machines Corporation in the United States, other countries or both. Other company, product and service names may be trademarks or service marks of others.
Weitere Informationen für Journalisten:
Christine Paulus
IBM Deutschland
Media Relation Software Group
Tel: 089 4504 1396
Mob: 0151 14 270 446
Ho: 089 260 255 33
E-Mail: christine.paulus@de.ibm.com |
