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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Some great news about TMC's ITEXPO that I wanted to share. ITEXPO has experienced phenomenal growth year-over-year. Vendor participation for ITEXPO West increased almost 50 percent, and 216 exhibitors issued almost 400 news announcements from the show floor, detailing new products, services and alliances that were announced at ITEXPO. Additionally, more than 215 exhibiting companies, 366 speakers, 5,800 conference and expo attendees, and almost 100 members of the media participated in the event at the Los Angeles Convention Center. See, I told you VoIP is showing no signs of slowing down! Slow, stagnant economy be damned!
Full news release after the jump...
Interactive Intelligence plans to issue a press release announcing its final 2010 third-quarter results Nov. 1 at 4 p.m. Eastern daylight time.