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| Consistent
and excellent Customer Experience is a key driver for loyalty,
retention and growth for telecoms operators and service providers.
Competitive differentiation on the basis of product features
or pricing alone is tough when providers have access to similar
network, IT and application capabilities. |
| Private
Corporation, est. in 2000 |
| Operating
Systems Served: Solaris (operator-side) |
| Markets:
General Enterprise, Finance, Utilities, Wireless
Operators |
| 2008
Mobile
Star Awards™ Entrant: |
- Vantify
Experience Centre (Operator Software: Customer
Experience Management)
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| A
crucial and complex challenge is the configuration and operation
of these capabilities to maximize quality of Customer Experience
against a background where cost reduction is being pursued more
aggressively than at any time in the industry's history. There
exists a related requirement for a monitoring solution that
enables the measurement, reporting and optimization of Customer
Experience to complement the traditional approach of monitoring
the individual technical elements, networks or individual IT
services enabling the customer experience. WestGlobal's Vantify
Experience Centre provides this capability. |
| Vantify
Experience Centre offers a unique approach to real-time Customer
Experience monitoring enabling operators to address the dilemma
of improving Customer Experience while minimizing the cost of
delivering that experience. Combining the real-time event handling
and behavioral analysis features of 'Complex Event Processing'
with abstraction and visualization enabled by 'Business Activity
Monitoring' techniques, Vantify features and benefits include: |
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Real-time
Customer Experience monitoring for 'any' service or
operational activity delivered via 'any' channel.
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Real-time graphical dashboards display the health
and performance of monitored activities.
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Configurable
alerts enable alarming where activities fail to meet
performance targets and allow detection of event patterns
that provide early warning of failure or degradation
before Customer Experience is impacted. The latter
feature is critical in enabling a proactive rather
than reactive approach to Customer Experience management.
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Drill down in real-time from the monitored activity
to the underlying IT and network services. This ability
to visualize the linkages and dependencies between
Customer Experience and the underlying IT and network
services is immensely powerful and significantly reduces
the time, effort and cost of root cause analysis.
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Identify
opportunities for significant performance improvement
through configuration optimization and identification
of bottlenecks, with no requirement for additional
technology investment.
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Baseline
and monitor the performance of IT and network services
for in-house or out-sourcing scenarios.
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Flexible
integration models allow rapid and low-risk Proof-of-Concept
or full deployment with no constraints on the vendor
or technology for the monitored systems. There is
also no requirement for Vantify to control the monitored
activities.
In
summary, Vantify Experience Centre provides next generation
real-time monitoring, reporting and detection capabilities
enabling operators to drive continuous Customer Experience
improvement, enhance the timeliness and richness of
operational information and decision making, and ensure
the most cost effective utilization of underlying technical
infrastructure.
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