By Thomas Fuerst, Senior Director, Multimedia Solutions MarketingAlcatel-Lucent
Monitoring and analyzing network data proactively saves operators time, money, and customers.
When a network service fails, it makes headlines, ticks off customers, and costs that network operator money. When a failure is headed off in advance, on the other hand, there might not be praise-laden headlines, but it's newsworthy nonetheless.
The traditional approach to customer care has typically been: a disgruntled customer calls customer service and complains of a service interruption or problem; the rep, learning of it for the first time, sends out a technician the next day, and eventually finds a resolution. Often, customers are left feeling put out, and the operator has spent significant time and money resolving the problem. Even worse is the customer who doesn’t call and just feels this is ‘typical’ of their network experience. That is a customer at risk of leaving.
Proactive care flips this dynamic on its head by using predictive analytics to identify potential outages or errors in the network and stop them before they occur. It consists of three main parts: one, constantly monitoring and measuring data on the network; two, real-time analysis of the data; and three, the most important, acting on that analysis to fix the problem.Full Story »
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Thanks to all of TMC's partners, ITEXPO exhibitors, sponsors, attendees and the TMC team For making ITEXPO East 2011 in Miami a great success. See you all in Austin, TX Sept. 13th for ITEXPO West 2011.
I look forward to seeing you all this final day of ITEXPO East 2011. Here is a shot of the Miami city skyline which I just took. Turnout has been incredible for this show and even though snow and ice fell at record levels this week, thanks to all of you who travelled the globe and braved the weather to come network and learn about technology and communications while evaluating products and services to purchase.
Many of you have told me this show seems like the best attended ITEXPO which TMC has had in a while if not ever.
Thanks again for making this happen.