CRITICAL Software has a track record of successful projects in the telecoms and multimedia industries. For more than a decade, we have worked with some of the most important European and African telecom vendors and operators, including Vodafone, Portugal Telecom, Siemens, Ericsson, Angola Telecom, TdM and mcel.

Through the development of our own products and the integration of partner products, we deliver industry-leading solutions, allowing clients to benefit from efficiency gains and lifecycle extensions to their existing telecoms assets and technologies.

We bring together a deep understanding of the telecoms sector, complete independence from manufacturers and service providers, and the deployment of open technologies and standards with rigorous software engineering processes.

If you want to learn more about our work in the telecommunications industry, check the dedicated downloads hub.

What we do in telecommunications

BPM for Telecommunications

Ensuring a robust revenue stream requires telecom operators to streamline their operational processes, optimising their existing OSS and BSS systems while reducing costs, increasing productivity and improving customer services.

Using automated processes that are able to more accurately capture and fulfil customer orders allows telecom operators to prevent lost revenue streams by executing process tasks in a more timely and orderly fashion. These automated processes are able to reduce traditional bottlenecks that telecom companies face when delivering their services, typically caused by slow and inefficient manual processes.

Business Process Management (BPM) technologies support end-to-end service and resource fulfillment in a timely and cost-effective manner, fully integrating order management, provisioning and activation processes.

BPM technologies allow these processes to be fully tracked and automated across the full lifecycle: from the initial capture of order requirements through to bill activation. The benefits to telecom companies include:

  • A reduction in operational costs and improvements to the overall customer experience, even in the context of highly complex services.
  • More efficient operations through better process, system and data integration.
  • Complete visibility of processes across the entire order fulfilment system.
  • The elimination of human error.
  • Plan and track distributed work at the field-service level during the provisioning phase.
  • An automated activation process that is reliable, fast and free from human errors.

BPM technologies can also help service providers to take new, innovative products and services to market faster, quickly growing income streams by integrating the entire quote-to-cash process.

IoT-Related Services for Telecommunications

For more than a decade, CRITICAL Software has worked successfully with some of the most important global telecoms companies, such as Siemens, Ericsson and Vodafone.

Many of these companies already understand the importance of IoT technologies. Through the development of our products and the integration of partner products, we deliver industry-leading solutions for telecoms clients, allowing them to benefit from greater operational efficiency and lifecycle extensions to their assets and technologies.

Our experience of open technologies and standards, coupled with our rigorous software engineering processes and certified quality standards, make us the ideal partner to help implement IoT technologies in the telecoms sector.

Service Assurance

The telecom industry is one of the world’s fastest moving sectors, with customer demand and global competition driving rapid change and innovation. Proactively managing faults and ensuring network incidents do not negatively impact services is key to retaining customers and protecting brand reputations. CRITICAL Software provides a complete telecom solution for detecting faults, predicting their impacts and managing their resolution, helping to assure the integrity of voice, SMS and data for mobile and convergent services and protecting businesses’ bottom lines.

Our fault detection, impact prediction and incident management solutions are scalable and flexible, and are able to be provided as single, modular elements or as complete, holistic solutions. We are trusted by some of the industry’s largest and most-recognised telecom brands, including Vodafone, UNITEL, TdM and mcel.

Fault Detection

Detecting service faults in the most efficient and accurate way is crucial to protecting business revenues and mitigating against service disruptions. From antennas to cells and other core elements, our fault detection solutions connect network equipment to a single hub, displaying service events and alarms in near real-time.

Easy-to-understand grid-based displays show where and when faults arise, identifying their root causes and predicting the consequences to network services that corrective interventions will bring. This enables fast and accurate decisions to be made in putting things right from a customer-centric point of view, and reduces costly human errors that result from manual guesswork.

Fault Impact Prediction

Our analytics technologies predict the impact of core network elements and base station failures and the consequences these might have on customers’ service experience and business revenues. These predictions factor in confounding variables such as network use and demand, helping to produce a clear understanding of the impact faults would have on their services and the extent of disruptions. This helps service providers to plan for and minimise the negative impacts that can arise from faults, optimising their resource investment and incident management workflows according to predicted risks.

Fault impact predictions are available in near real-time and can be broken down to local geographic or even cell impacts, taking into account the possibility of multiple simultaneous incidents. Apart from providing predictive revenue assurance inputs, our solutions help customers to meet their mandatory legal obligations that stipulate industry regulators must be informed of potential impacts to services arising from network integrity losses.

Incident and Problem Management

When incidents are detected, managing them so that they do not significantly impact Quality of Service (QoS) is key. Our Incident & Problem Management system (WOW) fully-integrates with existing business workflows and systems, creating a unified Service Assurance Process that allows for fluid responses to service incidents. This supports active tracking of problems and enables the complete management of all key resources and processes.

‘Trouble tickets’ are raised within WOW whenever incidents are reported, either manually through customer notifications or through automated fault detection processes embedded in network equipment. WOW then provides complete control over the distributed workflow processes needed to manage these incidents, allocating resources and prioritising tasks according to how these faults may impact Service Level Agreements and business revenues.

Fully integrating with existing systems and operational processes, WOW is an enterprise-level system that supports up to 15,000 users, providing complete information transparency, traceability of actions and reporting mechanisms, all within a simple-to-use, multi-channel interface. WOW is also supported by WOW Mobile which allows access to up-to-date, live information on the go.

Know more

Work Orders Made Easy

WOW Flyer
WOW Flyer

Work Orders Made Easy

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WOW Infographic
WOW Infographic
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