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February 11, 2008
IBM New Software Helps Improve IP-Based Services
By Anuradha Shukla, TMCnet Contributing Editor
IBM (News - Alert) has launched a new software that helps communications service providers improve the quality of their Internet Protocol television (IPTV ), Internet Protocol virtual private networks (IP-VPN) and Voice over Internet Protocol (VoIP) services.
IBM explains that its new offerings are modified versions of IBM Tivoli Netcool Service Quality Manager -- tailored for one service, such as IPTV (News - Alert), and designed for easy installation while supporting a broad range of IT environments. The company refers to a recent where they surveyed more than 250 global telecom executives. Eighty nine percent of the respondents indicated that service quality is emerging as an important differentiator. However, nearly half said their organizations had no end-to-end service assurance capability.
With service quality software providers can detect and resolve service degradations, analyze the causes of problems and identify what customers have been affected. Thanks to these capabilities, outages can be referred to appropriate technicians to address.
As the IBM Tivoli Netcool software provides real-time status views, it automatically generates alarms and notifications, produces historical reports on how key parameters have varied over reporting periods and delivers service level conformance reports. All of it is designed to quickly detect problems when they occur, and thus prevents future problems as well as improve overall customer satisfaction. Customer care personnel use the software to monitor problem resolution and proactively notify affected customers.
IBM has also announced the upcoming availability of similar solutions for short messaging service (SMS) text message and voicemail services.
Kieran Moynihan, vice president and CTO of Telecoms, Tivoli software, IBM said in a statement that communications service providers need to launch new services quickly with the confidence that they are ready for the mass market.
Moynihan pointed out that statistics indicate that a poor first experience with a new service means the subscriber won't use it again -- and may shy away from other offerings. By using these offerings, providers can manage the quality of their most popular services and get new offerings to market more quickly and with confidence in the quality.
Anuradha Shukla is a contributing editor for TMCnet, covering call centers, CRM and information technology. To see more of her articles, please visit her columnist page.
Don't forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.
Internet Protocol Television (IPTV) | X | | IPTV delivers a digital television service to subscribers
via the Internet Protocol over a broadband connection....more |
Internet Protocol (IP) | X | | IP stands for Internet Protocol, a data-networking protocol developed throughout the 1980s. It is the established standard protocol for transmitting and receiving data
in packets over the Internet. I...more |
(source: http://internetcommunications.tmcnet.com/topics/broadband-mobile/articles/20439-ibm-new-software-helps-improve-ip-based-services.htm)
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