IBM Enhances Its Integrated Customer Management
System For The Next-Gen Telecom Market
version of the Integrated Customer Management System (ICMS), its
telecommunications industry customer care and billing solution. Version
introduces several new tools and enhances the existing ICMS product to
communications providers quickly and easily implement systems that support
technologies and industry standards.
The explosion of wireless communications, the increase of data, voice
traffic, a trend toward Web-based customer self-care, emerging standards
rapidly expanding marketplace demand customer care and billing solutions
are quick to implement, flexible and scaleable. ICMS Version 5.1 offers
communication providers a single customer view across wireline, wireless,
Internet and data services. The enhanced functionality and ease of use
providers reduce overall operating costs while offering their customers
value-added services. Version 5.1 leverages IBM's ability to offer a
shop for hardware, software and integration services for customer care and
"Today's deregulated marketplace means pricing and packaging for
needs, across services, are the real differentiators, rather than cost of
service." said Pete Janca, Global Solutions Executive, Customer Care
Billing. "ICMS Version 5.1 features help companies maintain a
by responding to their customers' unique requirements quickly and
ICMS Version 5.1 introduces Package Builder and ICMS Customer Hierarchy
tools that use graphical user interfaces to simplify pricing and promotion
discounts. ICMS Package Builder enables a business to define discounts for
customers who meet specific qualifying criteria, which helps get new or
products and services to market faster. The Customer Hierarchy Builder
providers the ability to define complex customer hierarchies for corporate
customers, with discount and reporting options. Larger customers can be
to the front of the billing cycle, thereby reducing total cycle time.
Additional enhancements include:
- Wireless Support for the North American Market -- It accommodates
3 of the GSM TAP standard and data conversion support for CIBER protocol,
supporting global industry and regulatory requirements.
- Access Via Internet (AVI) -- Telco or cable operators have the ability
customize their existing Web site with a link to ICMS so its customers can
easily access billing information, make payments and complete service
expanding self-care and e-commerce options.
- Competitive Second Carrier Support -- Billing Service Providers can now
lease/rent network access from a communication supplier, potentially
the cost of hand-off calls through other carriers.
- Multiservice Fault
Management System (FMS) -- FMS now supports both Telephony and Cable TV
services, and has the ability to identify, track and resolve reported
- Openness and Integration Support -- Use of XML Application Programming
Interfaces (APIs) and architecture used by AVI allow interoperability
ICMS and other applications and external systems, increasing flexibility
ensuring data integrity.
"The ICMS system has replaced six separate billing, order
customer care applications across mobile and wireline services. Now we are
to bill on one statement that gives us a global view of our customer
increasing efficiency and greater returns, " said Jean-Marie Spaus,
Support Manager of European telecommunications provider EPT Luxembourg.
recently previewed Version 5.1 in a customer focus program, and will begin
implementing Version 5.1 in October.
ICMS Version 5.1 is designed to meet the challenges of today's dynamic
communications marketplace with increased openness, functionality and
building upon a proven solution already used by many leading
providers worldwide. It positions IBM to continue to capture a significant
share of the telecom billing industry, which Prudential Securities says
grow from $2.8 billion in 1997 to $8.3 billion in 2002.
[ Back To
TMCnet.com's Homepage ]