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.
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.