Carrier VoIP Service Management

With the convergence of voice and Internet Protocol (IP) networks, service providers have new revenue opportunities made possible by fast, cost-effective IP network delivery of voice, data and multimedia content to different types of devices. Despite the lucrative promises of IP-based services, VoIP services can rob providers of their most valuable differentiator in the market - high customer satisfaction.

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Unlike the reliable, circuit-switched voice services that consumers are accustomed to receiving, services based on the IP environment frequently suffer from performance degradations that can directly affect customers' quality of experience (QoE). For example, heavy traffic volume on the IP network can trigger dropped calls, unintelligible conversations and static on the line. The performance issues frequently stem from the environment's volatility and issues associated with the IP protocol, jitter, latency and packet loss - all of which affect service quality. Facing a multitude of performance and service threats, providers can lose twice - business stops in its tracks and customers become dissatisfied, which may result in customer churn.

To help you drive steady revenue streams and avoid churn, Tivoli® Netcool® software for carrier VoIP services provides integrated, state-of-the-art service management software designed for service providers. The Tivoli Netcool portfolio supports all layers in the network and all links across it - from the core network to equipment on the customer's premises - so you can effectively manage your VoIP services and maintain high QoE. With an end-to-end way to visualize and manage even the most complex environments, Tivoli Netcool software can help you:

The Tivoli Netcool portfolio allows enables you to:

Manage, model and visualize your entire VoIP service path more effectively
Generate on demand reports to speed mean time to resolution
Use dashboard reports for fast, in-depth analysis
Enhance service quality from the IP network infrastructure to the application layer
Call signaling and voice services
Next-generation VoIP infrastructure
Traffic across the IP backbone

*Samples of monitoring key performance and quality indicators in real time*
Monitor:	Get KPIs and KQIs for:
Usage	Busy-hour call attempts Minutes of use Call destinations
VoIP quality	Bearer mean opinion score (MOS) Call clarity index Speech activity percentages
Call signaling	Call completion rate Grade of service Post-dial delay
Service quality	Availability Echo delay Post-dial delay MOS
Subscribers	Average revenue per user (ARPU) State of service Events Open tickets

Products included in this solution

IBM Tivoli Netcool/OMNIbus
Consolidated fault monitoring for real-time service management
IBM Tivoli Netcool Carrier VoIP Manager
IBM Tivoli Netcool Carrier VoIP Manager
IBM Tivoli Network Manager IP Edition
Realtime network discovery, topology and root cause analysis for layer 2 and 3 networks
Netcool/Proviso
Netcool/Proviso delivers service quality and performance management with the carrier-class scalability and flexibility required for new generation services like VoIP and initiatives like OSS consolidation and network convergence.

Solutions

Performance Management
Performance Management from Tivoli® Netcool/Proviso® offers service providers end-to-end and top-to-bottom visibility, as well as sophisticated reporting capabilities.