IBM has previewed its new Tivoli Netcool customer experience management solution that would help cellular phone, internet and other communications service providers to analyze and improve the quality of their services.
The new customer experience management solution will help 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 solution will be available in the first half of 2008. It 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 solution will bring proactive management of individual customer’s experience which can help users achieve rapid problem resolution, greater customer confidence and increased per customer revenue growth.
Kieran Moynihan, vice president and CTO of telecommunications software at IBM, said: The new customer experience management solution is a further step in connecting network operations to the front line of quality service delivery.