Service Provider CRM with Service Analytics capability allows service providers to deploy, support and analyze Virtual Private Networks (VPN), Optical and Wireless Internet, and other advanced network services. It permits operators to correlate both network metrics and CRM statistics to a customer’s service. It also management of entire service level agreement (SLA) process from service level definition, negotiation, assessment and analysis to customer reporting.

Service Analytics gives service providers the tools they need to manage new, advanced services that help them drive profits and compete effectively in today’s dynamic marketplace, said David Hawley, a telecom eBusiness analyst with Yankee Group in a Nortel company press release. Service providers need an infrastructure that will support rapid deployment and ensure greater ROI (return on investment).