IBM Unveils Tivoli Customer Experience Management Software - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
Software // Enterprise Applications

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.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
InformationWeek Is Getting an Upgrade!

Find out more about our plans to improve the look, functionality, and performance of the InformationWeek site in the coming months.

News
Becoming a Self-Taught Cybersecurity Pro
Jessica Davis, Senior Editor, Enterprise Apps,  6/9/2021
News
Ancestry's DevOps Strategy to Control Its CI/CD Pipeline
Joao-Pierre S. Ruth, Senior Writer,  6/4/2021
Slideshows
IT Leadership: 10 Ways to Unleash Enterprise Innovation
Lisa Morgan, Freelance Writer,  6/8/2021
White Papers
Register for InformationWeek Newsletters
Video
Current Issue
Planning Your Digital Transformation Roadmap
Download this report to learn about the latest technologies and best practices or ensuring a successful transition from outdated business transformation tactics.
Slideshows
Flash Poll