IBM Unveils Tivoli Customer Experience Management Software - InformationWeek
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11/28/2007
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IBM Unveils Tivoli Customer Experience Management Software

The software will give service providers a clearer picture of network usage patterns and customer behavior.

IBM on Wednesday unveiled new software that allows cellular phone, Internet, and other service providers pinpoint communications problems before they reach large numbers of customers.

With the new software, called Tivoli Netcool Customer Experience Management, service providers can manage accounts by customer, location, device, time, grouping, and service through a single dashboard. The software basically provides a clearer picture of network usage patterns and customer behavior.

Stratecast, a market research division of Frost & Sullivan, defines Customer Experience Management as the practice of bringing together processes, systems, and customer usage data to ensure a positive service experience.

A negative service experience for a smartphone user, for example, can include inconsistent calls when roaming, features working differently depending on the time of day and the user's location, and several failed attempts to access the mobile Web, according to a white paper recently published on the subject by Stratecast.

Tivoli Netcool Customer Experience Management is intuitive enough to be used by customer service teams, so they don't have to relay back and fourth with network operations teams -- a process that results in a longer period to resolve a network issue. Service providers can then immediately notify customers that they're aware of the issue and start a "trouble ticket."

Being able to resolve network issues more quickly can help service providers reduce the possibility of the issues affecting a large group of users and lessen incoming service calls, IBM said.

"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," said Kieran Moynihan, IBM's VP and CTO of telecommunications software, in a statement.

IBM's new software will be available with the upcoming version of Tivoli Netcool Service Quality Manager, software for administering telecom service quality, in the first half of next year. IBM gained the technology with last year's acquisition of Vallent, a maker of tools used by wireless service providers to monitor network traffic, identify bottlenecks, and prevent service interruptions.

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