Deliver Optimal Service Quality and Experience to Drive World-Class Customer Satisfaction

Service quality management solutionsTo support your business objectives
Deliver optimal service quality and experience
to drive world-class customer satisfaction.
Traditionally, telecommunications Using existing tools, providers are chal-Highlights providers evaluate service using lenged to rapidly and cost-effectively ? Rapidly assess the impact of events metrics about the underlying network resolve all the different service prob-on availability and performance, infrastructure to derive an indication lems that can arise. Implementing using real-time dashboards that of the overall health of each revenue- piecemeal solutions can help in the correlate business and technology generating service they deliver. But short run. But as new services emerge, service indicators as technologies mature, the types of point solutions soon become costly and ? Offer SLAs to manage internal, available services rise sharply. unwieldy. And even if providers have customer and third-party service quality as you uncover root causes tools to measure performance, avail-of quality issues throughout the Because today's services are highly ability and quality of the network and service path complex, and run over virtual network its services, most still lack an under-? Manage the customer experience paths, they are no longer closely tied standing of each subscriber's actual insightfully, using detailed analysis to individual pieces of infrastructure service experience.of the experiences individual hardware. As a result, providers need subscribers have while using your service a different approach and a different That's where a service quality manage-set of tools to understand service ment solution from IBM can help. An ? Deliver value throughout the enterprise by sharing important quality and the customer experience. end-to-end, integrated approach, the service quality and customer So, providers not only have to incorpo- service quality management solu-information with multiple lines rate new technologies to launch new tion is designed to address the broad of business services - they must employ new tech- range of telecommunications providers' ? Leverage modular architecture niques to measure the distinct metrics requirements for managing both service to address urgent service quality of each. quality and the customer experience. management needs immediately, while building a business case for future enhancementsThis modular, automated solution is built on a common platform that incor- Tivoli service quality management solution functional architectureporates broad information from network, service, IT, transactional and opera- ashboards and reportstional data sources. You can implement D
the solution's three components - SLA and servicereal-time service status monitoring, Real-time performance Customerservice status management experienceservice level agreement (SLA) and monitoring managementservice performance management, and customer experience manage-ment - separately or in combination, Off-the-shelfservice modelsdepending on your budget and needs. Historical, real-time and predictive service analyticsIncorporating performance metrics, Open, flexible Value-added interfaces for integration with alarms, test results and system statis- integration with Prioritization broad Tivoli Service tics, the service quality management third-party OSS and root-cause Management portfolioanalysissolution from IBM helps your efforts to assure optimal availability, health and quality of service - across devices, Broad network, service, IT, transactional and operational data source supportnetworks, regions and customers. Use the solution to: Tivoli service quality management solution uses your network data to model network services and present the results in real-time, historical and customer-centric dashboards.. View combined business and technology service indicators to quickly determine the impact of Monitor and manage service status business support systems that define events on availability and performance. in real time a particular service. It then displays . Discover root causes of quality issues through- Rather than manually piecing together information through business and oper-out the service path, while helping your efforts information from multiple components ational dashboards tailored to specific to maintain aggregate service levels and SLAs. to evaluate a busines... [download for more]