SINGAPORE: Progress Software Corporation, a provider of software services, today announced the availability of the new Progress Integrated Trouble Management (ITM) solution accelerator.
The ITM solution accelerator provides communication service providers with end-to-end management and rules-based problem resolution for customer initiated problems. It also enables the preemptive identification of problems so that operations managers can limit or completely remove any negative impact on their customers, said a press release.
With the continual introduction of new service offerings across multiple 'siloed' operations and businesses, managing issues on an end-to-end basis is increasingly complex. The Progress ITM solution accelerator enables communication service providers to manage and resolve issues quickly and consistently across boundaries, often before customers even realize they have a problem, the release added.
Maureen Fleming, vice president of IDC’s Business Process management and Middleware Research Services, said: "The complexity of guaranteeing that communications customers are provided the services they signed up for is close to impossible without overlay systems that provide a customer-centric view of an end-to-end transaction. Over the next several years, control systems that detect problems in real time and track and manage the decisions about how to resolve them will grow far faster than the underlying applications."
Built on the Progress Responsive Process Management platform, the Progress ITM solution accelerator helps firms leverage their existing business and operational support systems (B/OSS) by using an adaptive layer that extends their existing infrastructure investment, the release further stated.
Sanjay Kumar, industry vice president, Communications and Media, Progress Software, said, "When an issue arises that can negatively impact a customer, service assurance managers need to resolve it quickly to ensure their company offers the best service experience for their customers. To do that, it’s imperative to have the appropriate level of visibility into any potential problem that could affect their customers. With the right tools, communication service providers can improve their service and build a stronger, long-term relationship with their customers."