The software is expected to allow operators to pinpoint problems ahead of time and facilitate the resolution of network issues more quickly. The IBM Tivoli Netcool customer experience management solution will be available in the first half of 2008. It will help provide 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.
Kieran Moynihan, vice president & CTO of telecommunications software, Tivoli Software at 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 solution will help to reduce call center call volumes and boosts overall effectiveness.
