Category Archives: Performance Monitoring and Reporting

RipandReplace1

Stop “Rip and Replace”

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Just add an Agile layer. Today’s transport customer is has moved beyond the standard customer portal that includes billing and trouble ticket information. Today’s customers are now mandating real-time insight into the services they are buying. RFP mandates from state governments, health-care providers, financial services and wholesale buyers of transport services for service portals are becoming common place. All telecom executives want to improve their company’s connection with their customers. They state that it is imperative to deliver a new improved and digitized customer journey; however there are typically two key areas of concern.  First telecom operators are regularly told they need to Rip and Replace their legacy infrastructure. Second they are apprehensive what the real-time view will present.  The good news (for carriers) both concerns are addressed by leveraging a true “agile app layer”. Agile Software Leverages Assets and Deleverages Risk No longer are carriers required to do daunting and risky wholesale upgrades.  These upgrades are characterized by being…

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Wheres my portal

The Missing Portal!

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Customer Experience is key to generating positive cash flow in the service provider industry. Consider all the costs to acquire a customer: Sales expenses Marketing and advertising Capital for construction and technology Off-net negotiations Contracts Time and much more. Add to this the competitive and consumer landscape we work in today: Your business customers are getting bombarded at every turn by an evolving landscape of competitors, alternative providers, hosting and cloud service companies. “It takes 10 good customer references to make up for one bad mention.” In our world of social media, forums, review sites, it doesn’t take much to get the word out about you, good or bad. Customers expectations are on the rise. You need the tools to improve CX through a comprehensive, intuitive and integrative customer portal, a portal that provides fast and easy optimized views of service delivery. Easily track key CX through service performance metrics and you will see the hard dollar payback for these actions in just…

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Gartner: Telecom’s success depends on Customer Portal!

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Colt PrizmNet Portal Exemplifies Gartner conclusion – CX dependent upon customer’s digital portal experience. Gartner Group, Walker, and Yankee released studies confirm what we all know, providing business buyers a portal access to services, leads to success! According to Gartner, 42% of CEOs say that better CX was “the key change that has driven more wins.” Furthermore, 80% of business customers site CX is the biggest influence in the decision to work with a certain vendor. Online portals takes on more importance than in the past, 76% of buyers say they view this experience as the true test of how much a company values them. Walker indicates that by 2020, CX will overtake price and product as the key brand differentiation. Colt Technologies – see Colt’s PrizmNet Video of their portal and how to differentiate their services and WIN customers. You can quickly use these best practices, turn up your Own Customer portal in a day – using what Colt uses OcularIP [VMX]. OcularIP’s service…

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Girl Hanging by chain service chain metrics no MWC

Why Metrics Matter for NFV success

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Service provider’s business models are being forced to take advantage of the economics of NFV ‘s service chain capabilities. End users insatiable demand for bandwidth and guaranteed service is due to use of applications built on dev-ops based virtual environments, never taking into consideration geographic boundaries, or limited bandwidth. With NFV, service providers are being forced into a role that includes deploying and supporting applications. The application centric nature of virtual routing, firewall, IDS all service chained together, require on demand, dynamic and reliable infrastructure. This creates a dichotomy. Today’s service providers are constrained by boundaries, distances, technology and even cultural limitations. Historically service performance has really meant circuit performance. Circuit performance is often provided and monitored by systems based on legacy architectures or hardware based appliances and is not suited for the emerging dev ops virtual environment. As a recent study of operators found “one of the biggest challenges to being able to support NFV services will be the service assurance…

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CTBH

The 411 on AT&T CTBH Reporting

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With OcularIP it’s easy to provide your monthly AT&T report(s)! Not only that, we will show you how you can save money by providing the proper information to AT&T and assist you in working with AT&T. OcularIP has dozens of clients that don’t dread the 10th of the month. Why? They click on the OcularIP AT&T Wireless Report and in minutes they have an accurate report that has proven to reduce their credits and appease AT&T.  How? For  years OcularIP has enabled transport providers to meet the CTBH reporting requirements of AT&T and all the tier1 cell providers. What do we do that no other application or company does? 6+ months of granular to the minute performance data. Appropriately using AT&T mandated KPI calculations so you can reduce your SLA violations! Retro-fit exclusion periods for maintenance, AT&T issues, or acts-of-god periods. Leverage OcularIP’s smart maintenance to add up time back into your availability! Composite SLA reporting –minute by minute best performance…

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CEM for Service Providers

CEM for Service Providers: Secrets to Customer Experience Success

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Customer Experience Management (or CEM) is a hot topic, and rightfully so. It is the one indisputable process that generates positive cash flow in the service provider industry. Think of all the costs to acquire a customer: Sales expenses Marketing and advertising Capital for construction and technology Off-net negotiations Contracts Time And more Add to this the competitive and social landscape we work in today: Your business customers are getting bombarded at every turn by an ever changing landscape of competitors including alternative transport providers, hosting and cloud service companies. The idea that “it takes 10 good customer references to make up for one bad mention.” In today’s connected world of social media, forums, review sites, it doesn’t take much to get the word out about you. With all of this in mind it is imperative that CEM be top of mind for all service providers. Carriers need to know how to quickly and easily: Implement CEM techniques to improve your…

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oipcasino-cell-cos-up-the-ante

Cell Cos up the ante on SLAs!

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“It’s not our network - it was our reporting!” Ops Exec that switched to OcularIP Skyrocketing cell usage combined with increased customer expectations, brutal competition and stock market demands are forcing drastic changes for cell companies.  These changes are being pushed down to the backhaul providers. Tier 1 operators are upping the ante to transport providers to play in the backhaul game. The new mandates are typified by multi-tiered service level agreements that leverage both performance and availability demands. These new demands increase the requirement for optimized reporting which in turn is dependent upon granular, real time measuring, analytics and visibility. Transport providers have made substantial investments in building CTBH networks. Now several years later they expected to reap the rewards for those investments. However through adding burdensome, difficult to manage and possibly very expensive SLA mandates, these new requirements appear to put those returns at risk Ocular-IP addresses these challenges and enhances transport providers investments in your current networks...
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Colt portal drives success!

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Watch how Colt's customer self-service portal improves customer experience, differentiates services, enhances their brand generating revenues while reducing trouble calls. Carriers can achieve these results in 3 easy steps Turn on VMX/OcularIP - within days leveraging support for 380+ technologies. Private Brand - use your colors, logos and terminology. Integrate with current portal(s) - OcularIP Single Sign On and APIs. Follow these best practices and you will reduce trouble calls by 17%,  increase sales and reduce customer churn. Request a demo to see for yourself how easily the OcularIP assurance platform and integrated customer portal will optimize your customer experience. Colt uses Accedian's VMX, powered by OcularIP. 100 seconds in they highlight how their "performance portal" optimizes service visualization!
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Tansport Provider Customer Portal Login Screen

CEM for Transport Providers: The Power of Customer Portals

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Customer experience is key to your business and customer portals are a crucial way to achieve that competitive advantage. Increasingly, customers prefer to complete transactions themselves via the Internet–whenever and wherever they want–rather than having to make a call or waiting on a service provider. In fact, the market for performance portals has been growing at nearly 300% annually worldwide. The Importance of Customer Portals Think about how many customer portals you encounter in your everyday life: Curious about your phone bill? You can log in to your wireless carrier’s portal and see what everyone in your family has used, down to the minute. Want to make sure your car is in top shape? Log in to your new car’s portal and check every detail on your vehicle’s performance. Keeping an eye on energy savings? Login in to your energy provider’s website and see how much energy you’ve used this month and compare it to your previous usage. Now think about…

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Service Portal

CEM for Transport Providers: Seamless Portal Integration

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Customer Experience Management (or CEM) can increase your sales, improve loyalty, expedite bandwidth sales and provide valuable customer usage information while reduce operating expenses. Portal integration is a great way to improve your CEM and over deliver on customer expectations. With OcularIP™, portal integration is easy to set-up for you and simple to use for your customers. The Missing Portal If you’re like most carriers you already have multiple portals: A billing portal: Transport providers have been providing portals for clients to log on and review invoices and taxes, and make payments. A marketing portal: Marketing portals serve as a great place to talk about what makes you different – everything from products to customer support. A customer service portal: This trouble ticket system makes it easy for customers to log issues, open trouble tickets and ask questions enabling your service team to follow up. The missing piece? A service portal. A recent Forrester report stated that over 80% of…

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