Accanto Systems (formerly Sunrise Telecom Protocol Products Group), a specialist in Customer Service Assurance solutions for converged networks, has announced the availability of its new intelligent Customer Service Assurance (iCSA) solution designed to help wireless and wireline service providers manage the complexities of next-generation services in converged network environments.
Accanto Systems' iCSA is a monitoring and troubleshooting solution designed to give service providers a more accurate, customer-centric view of services. By correlating massive amounts of information collected from the network, services, subscribers and devices themselves, Accanto iCSA provides service providers with a single unified tool to effectively monitor, and proactively solve, problems specific customers are experiencing with the quality or usage of services. Accanto iCSA also links easily with Customer Relationship Management systems, resulting in faster troubleshooting and resolution of complicated issues.
"We have spent a lot of time working with service providers and are delivering a solution and services that will provide them with more customer-centric data and views in their Customer Care and Network Operations Centers," says Jarkko Multanen, CTO of Accanto Systems. "While there has been a lot of hype about Service Assurance and Customer Experience Management, few companies have delivered tangible products and services such as these. Expect to see us evolving quickly in this space and continuing to introduce new features and services based on this solution."
iCSA is composed of Accanto's high performance probe/protocol analyzer products (NeTracker, 3GMaster and MSA-QX), its award-winning Traffic Analysis and Monitoring System (TAMS), as well as newly developed "X-Ray" application modules, which are based on powerful Oracle business intelligence. Accanto iCSA is also highly customizable, and integrates easily into the service provider's existing operations systems, thanks to consulting expertise from its newly merged group of OSS consultants (formerly LTE Innovations).
"Service providers have struggled recently when introducing new IP-based services, especially those that share the same infrastructure as legacy circuit-switched offerings such as voice," said Karl Whitelock, Senior Consulting Analyst at Stratecast, a Division of Frost and Sullivan. "Working closely with Oracle, Accanto is delivering a working customer service assurance solution, which operators can use to gain significant empirical insight into how customers actually perceive and use these new services."
According to Michele Campriani, CEO of Accanto, "We have been systematically building this solution from the ground up for years with a great deal of involvement from service providers. Collecting millions of records from signaling and traffic data and correlating it with customer, service and network information in a way that gives more intelligent insights into the customer's actual experience is not an easy task. We suspect we are ahead of our competition in our ability to deliver a usable system, based on the advantages we have in our probing, architecture and recently acquired professional service expertise. This is more than evidenced in our sales, which has neared 50 new customers within the last 15 months alone." Examples of Accanto System's intelligent Customer Service Assurance (iCSA) solution applied to typical Customer Care and Network Operation Center scenarios are being demonstrated this week at TM Forum's World Management Conference 2009. Concurrently, a customer win that uses this system is being announced this week as well, with more to come in the months ahead.