IBM Tivoli Netcool Customer Experience Management

The software delivers the visibility needed to improve the customer experience as they interact with different aspects of the operator's business. The offering correlates data from fault management, performance management, probe systems and other OSS down to the IMSI level for a true view of the customer's experience. It provides different perspectives - all on one dashboard - of the subscriber's interaction with the service provider, including views by service, network, location, subscriber group and device type.

The solution helps increase customer loyalty and drive new revenue opportunities by helping to:

• Detect potential service degradations before they impact customers
• Understandi which problems are affecting the customer experience
• Increase marketing and up-sell capabilities by proactively monitoring behavior
• Control costs and increase organizational efficiency by focusing on services that are important to the customer
• Improve customer retention through differentiation on quality in the marketplace
• Drive true customer-centric business through better customer understanding across the organization

Additional products/solutions

Tivoli Netcool Performance Manager for Wireless Technology Packs