IBM Telecom Analytics Customer Care Insights V1.1 component of IBM Telecom Analytics Solutions delivers new visibility into the user experience for first line care agents

IBM United States Software Announcement 217-262
October 3, 2017


Table of contents
OverviewOverviewPublicationsPublications
Key prerequisitesKey prerequisitesTechnical informationTechnical information
Planned availability datePlanned availability dateOrdering informationOrdering information
DescriptionDescriptionTerms and conditionsTerms and conditions
Program numberProgram numberPricesPrices


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Overview
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IBM® Telecom Analytics Customer Care Insights V1.1 component of IBM Telecom Analytics Solutions includes a fast, scalable, RESTful API that provides process-enriched, user centric data. The data is a combination of service performance data (for example, number of calls, SMS, data consumption, call success rate, session success rate, error codes, location), customer relationship management (CRM) data (for example, plan, corporate account, allowance) and user experience scoring (web circuit emulation service, video circuit emulation service, mobile operating system).

Capabilities of Telecom Analytics Customer Care Insights:

  • Helps create the rich customer experience data stored on the IBM Analytics Accelerator Framework component of Telecom Analytics Solutions that is available for integration primarily into customer care and customer support tools.
  • Is intended for integration with external systems and represents a versatile solution that can be integrated into several applications within the Communication Service Provider environment.
  • Is easy to integrate, built for performance and scalable to serve up to a very high number of agents and applications.
  • Is adding five minute fine-grained data on top of hourly and daily data to minimize the delay between event occurrence and the event's specific data availability.
  • Delivers new visibility into the user experience, which can help generate potential time savings at the first line care agent level.


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Key prerequisites
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  • Internet connection
  • Supported browser
  • Telecom Analytics Solutions
  • Analytics Accelerator Framework component of Telecom Analytics Solutions

See the Technical information section for more details.



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Planned availability date
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October 5, 2017



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Description
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Telecom Analytics Customer Care Insights V1.1 component of Telecom Analytics Solutions is a distributed NoSQL database management system that is able to provide high transaction rates, easy capacity extension, and includes built-in high availability. The API included as part of Telecom Analytics Customer Care Insights V1.1 is conveniently designed for seamless integration and provides RESTful and JavaScript™ Object Notation (JSON) formatted data over Hypertext Transfer Protocol (HTTP), Transport Layer Security (TLS), and Hypertext Transfer Protocol Secure (HTTPS) encryption.

Telecom Analytics Customer Care Insights V1.1 delivers a combined view of the customer experience across voice, data, and SMS services as well as across 2G, 3G, and 4G access technologies. Included in the data delivered:

  • CRM data (for example, plan, corporate account, allowance, personal data)
  • Service consumption data (for example, usage, number of calls, number SMS, Mbytes)
  • Service success rate (for example, calls and session success rates)
  • Customer experience scoring (for example, customer experience scoring for voice and video, mobile operating system)
  • Error codes
  • Location

Telecome Analytics Customer Care Insights V1.1 data is collected in time slices of one day, one hour, or five minutes. Having these options lets organizations obtain insights into the user experience within a shorter period of time.



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Reference information
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For more information, see Software Announcement 217-107, dated April 4, 2017.



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Program number
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Program number VRM Program name
5737-A70 1.1.0 IBM Telecom Analytics Solutions


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Publications
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Telecom Analytics Solutions product documentation is available on the IBM Support website.



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Services
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Software Services

IBM Software Services has the breadth, depth, and reach to manage your services needs. You can leverage the deep technical skills of our lab-based, software services team and the business consulting, project management, and infrastructure expertise of our IBM Global Services team. Together, we provide the global reach, intellectual capital, industry insight, and technology leadership to support a wide range of critical business needs.

To learn more about IBM Software Services, contact your Lab Services Sales or Delivery Leader.



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Technical information
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Specified operating environment

Hardware requirements

An internet connection is required.

Software requirements
  • Supported browser
  • Telecom Analytics Solutions
  • Analytics Accelerator Framework component of Telecom Analytics Solutions

Planning information

Packaging

This offering is delivered through the internet as an electronic download. There is no physical media.

Information regarding downloading is available at Downloading IBM Telecom Analytics Solutions.

Security, auditability, and control

Telecom Analytics Solutions uses the security and auditability features of the host hardware and software.

The customer is responsible for evaluation, selection, and implementation of security features, administrative procedures, and appropriate controls in application systems and communication facilities.



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Ordering information
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This product is only available through Passport Advantage. It is not available as shrinkwrap.

Product group: Telecom Analytics

Product: IBM Telecom Analytics Solutions 5737-A70

Product category: Analytics Solutions


Passport Advantage

There are no new part numbers as result of this announcement.

Charge metric

Program name PID number Charge metric
IBM Telecom Analytics Solutions 5737-A70 Resource Value Unit
    Appliance Install

Metric definitions

Appliance Install

Appliance Install is a unit of measure by which the program can be licensed An Appliance Install is an installed copy of the program that is included on a single unit of supporting hardware. Licensee must obtain an entitlement for each Appliance Install of the program.

Resource Value Unit

Resource Value Unit (RVU) is a unit of measure by which the Program can be licensed. RVU Proofs of Entitlement are based on the number of units of a specific resource used or managed by the Program. Licensee must obtain sufficient entitlements for the number of RVUs required for Licensee's environment for the specific resources as specified in the table below. RVU entitlements are specific to the Program and the type of resource and may not be exchanged, interchanged, or aggregated with RVU entitlements of another program or resource.

There are no new charge metrics as a result of this announcement.



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Terms and conditions
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The information provided in this announcement letter is for reference and convenience purposes only. The terms and conditions that govern any transaction with IBM are contained in the applicable contract documents such as the IBM International Program License Agreement, IBM International Passport Advantage® Agreement, and the IBM Agreement for Acquisition of Software Maintenance.

This product is only available through Passport Advantage.

Licensing

IBM International Program License Agreement including the License Information document and Proof of Entitlement (PoE) govern your use of the program. PoEs are required for all authorized use. Part number products only, offered outside of Passport Advantage®, where applicable, are license only and do not include Software Maintenance.

This software license includes Software Subscription and Support (also referred to as Software Maintenance).

Agreement for Acquisition of Software Maintenance

These programs are licensed under the IBM Program License Agreement (IPLA) and the associated Agreement for Acquisition of Software Maintenance, which provide for support with ongoing access to releases and versions of the program. IBM includes one year of Software Subscription and Support (also referred to as Software Maintenance) with the initial license acquisition of each program acquired. The initial period of Software Subscription and Support (also referred to as Software Maintenance) can be extended by the purchase of a renewal option, if available. These programs have a one-time license charge for use of the program and an annual renewable charge for the enhanced support that includes telephone assistance (voice support for defects during normal business hours), as well as access to updates, releases, and versions of the program as long as support is in effect.

License Information number

L-CNMY-AM9JJA

See the License Information documents page on the IBM Software License Agreement website for more information.

Limited warranty applies

Yes

Limited warranty

IBM warrants that when the program is used in the specified operating environment, it will conform to its specifications. The warranty applies only to the unmodified portion of the program. IBM does not warrant uninterrupted or error-free operation of the program or that IBM will correct all program defects. You are responsible for the results obtained from the use of the program.

IBM provides you with access to IBM databases containing information on known program defects, defect corrections, restrictions, and bypasses at no additional charge. For further information, see the IBM Software Support Handbook.

IBM will maintain this information for at least one year after the original licensee acquires the program (warranty period).

Program technical support

Technical support of a program product version or release will be available for a minimum of three years from the general availability date, as long as your Software Subscription and Support (also referred to as Software Maintenance) is in effect.

This technical support allows you to obtain assistance (by telephone or electronic means) from IBM for product-specific, task-oriented questions regarding the installation and operation of the program product. Software Subscription and Support (Software Maintenance) also provides you with access to updates (modifications or fixes), releases, and versions of the program. You will be notified, through an announcement letter, of discontinuance of support with 12 months' notice. If you require additional technical support from IBM, including an extension of support beyond the discontinuance date, contact your IBM representative. This extension may be available for a fee.

For additional information on the IBM Software Support Lifecycle Policy, see the IBM Software Support Lifecycle Policy website.

Money-back guarantee

If for any reason you are dissatisfied with the program and you are the original licensee, you may obtain a refund of the amount you paid for it, if within 30 days of your invoice date you return the program and its PoE to the party from whom you obtained it. If you downloaded the program, you may contact the party from whom you acquired it for instructions on how to obtain the refund.

For clarification, note that (1) for programs acquired under the IBM International Passport Advantage offering, this term applies only to your first acquisition of the program and (2) for programs acquired under any of IBM's On/Off Capacity on Demand (On/Off CoD) software offerings, this term does not apply since these offerings apply to programs already acquired and in use by you.

Volume orders (IVO)

No

Passport Advantage applies

Yes, information is available on the Passport Advantage and Passport Advantage Express® website.

Usage restrictions

Yes.

See the License Information documents for details.

License Information number

L-CNMY-AM9JJA

Software Subscription and Support applies

Yes. Software Subscription and Support, also referred to as Software Maintenance, is included with licenses purchased through Passport Advantage and Passport Advantage Express. Product upgrades and Technical Support are provided by the Software Subscription and Support offering as described in the Agreements. Product upgrades provide the latest versions and releases to entitled software, and Technical Support provides voice and electronic access to IBM support organizations, worldwide.

IBM includes one year of Software Subscription and Support with each program license acquired. The initial period of Software Subscription and Support can be extended by the purchase of a renewal option, if available.

While your Software Subscription and Support is in effect, IBM provides you assistance for your routine, short duration installation and usage (how-to) questions, and code-related questions. IBM provides assistance by telephone and, if available, electronic access, only to your information systems (IS) technical support personnel during the normal business hours (published prime shift hours) of your IBM support center. (This assistance is not available to your users.) IBM provides Severity 1 assistance 24 hours a day, 7 days a week. For additional details, see the IBM Software Support Handbook. Software Subscription and Support does not include assistance for the design and development of applications, your use of programs in other than their specified operating environment, or failures caused by products for which IBM is not responsible under the applicable agreements.

Unless specified otherwise in a written agreement with you, IBM does not provide support for third-party products that were not provided by IBM. Ensure that when contacting IBM for covered support, you follow problem determination and other instructions that IBM provides, including in the IBM Software Support Handbook.

For additional information about the International Passport Advantage Agreement and the IBM International Passport Advantage Express Agreement, go to the Passport Advantage and Passport Advantage Express website.

Variable charges apply

No

Educational allowance available

Not applicable.



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Statement of good security practices
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IT system security involves protecting systems and information through intrusion prevention, detection, and response to improper access from within and outside your enterprise. Improper access can result in information being altered, destroyed, or misappropriated or can result in misuse of your systems to attack others. Without a comprehensive approach to security, no IT system or product should be considered completely secure and no single product or security measure can be completely effective in preventing improper access. IBM systems and products are designed to be part of a regulatory compliant, comprehensive security approach, which will necessarily involve additional operational procedures, and may require other systems, products, or services to be most effective.

Important: IBM does not warrant that any systems, products, or services are immune from, or will make your enterprise immune from, the malicious or illegal conduct of any party.



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Prices
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The prices are unchanged by this announcement.

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Terms of use

IBM products and services which are announced and available in your country can be ordered under the applicable standard agreements, terms, conditions, and prices in effect at the time. IBM reserves the right to modify or withdraw this announcement at any time without notice. This announcement is provided for your information only. Additional terms of use are located at

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