GENView Assurance capabilities simplify LIME operations, automate manual processes and improve customer service
Frisco, Texas, September 13, 2011 – GENBAND, a leading developer of IP infrastructure and application solutions, today announced that LIME, the Caribbean’s premier telecommunications company, has deployed key components of the GENView™ unified management solution throughout all of its operations in the region for improved service management, quality of service and operational efficiencies. LIME has integrated GENView Assurance capabilities such as universal ticketing, workforce management and subscriber diagnostics with its OSS back office systems for enhanced customer care, productivity and issue-resolution.
“GENView Assurance enables us to better serve our customers by replacing manual processes with an end-to-end, automated solution that allows us to quickly and efficiently analyze, diagnose and resolve customer service issues with our voice, wireless, data and video services,” said Patrick Bradd, LIME’s Chief Technology Officer.
“Through GENView’s single point of integration for all of the countries we serve, LIME is increasing the speed of call handling, ensuring the assignment of correct skills for the resolution of customer service issues and improving overall customer satisfaction. In addition, GENView Assurance simplifies access to diagnostics and interpreted results, which in turn increases our percentage of first-call resolution while reducing the number of truck rolls,” Mr. Bradd added.
GENView Assurance’s universal ticketing capability compiles a customer’s entire service history into an intuitive, concise ticket that provides system-recommended actions and tracks all touches for post-analysis to optimize operational workflow. Subscriber diagnostics enable simplified access to the testing and diagnostic infrastructure and combined with expert logic, help isolate the source of a customer problem and provide the recommended next steps in the resolution process. The workforce management function delivers a powerful mobile workbench used by field technicians to schedule and effectively manage their workload.
“LIME’s successful deployment of GENView Assurance only serves to reinforce their strong commitment to providing customers with the highest level of service possible,” said Carlos Brito, Senior Vice President of Sales for the Caribbean and Latin America region for GENBAND. “Our proven management solutions seamlessly interface with existing LIME network equipment and BSS solutions to empower customer-facing employees with a common look and feel that eliminates the need to switch between applications. As LIME continues to bring advanced technologies to the Caribbean, we are delighted that they have selected our GENView Assurance suite of solutions.”
LIME is the Caribbean’s largest telecommunications company with a proud history in the region, and which is always working to improve life in the Caribbean. LIME delivers the very best communication services to governments, businesses and families in 13 Caribbean countries with one unifying promise – building, connecting and serving communities. LIME is part of Cable & Wireless Communications PLC, one of the world’s leading communications companies.
GENBAND is a global leader of IP infrastructure solutions, enabling enterprise, service and content providers around the world to evolve communications networks through IP innovation. The Company offers market-leading Switching, Applications, Networking and Service solutions, with products deployed in over 600 customer networks spanning more than 80 countries. GENBAND is headquartered in Frisco, Texas, and has operations in 50 countries. To learn more, visit us on the web at www.GENBAND.com.
GENBAND, the GENBAND logo and icon are trademarks of GENBAND.