News & Events
What's happening,
and where...
AUSPICE CORPORATION ANNOUNCES THE OpsLogic® BROADBAND SOLUTION SUITE — AN INTEGRATED SERVICE PROVIDER OPERATIONS SOLUTION
Next-generation Broadband Business and Operations Solution Leverages the Proven Auspice TLX® Process Control and Operations Logic Execution Platform to Drastically Improve Customer Service and ROI in Multi-Service Network Environments.
ANAHEIM, CA — Dec. 4, 2002 — Auspice Corporation, The Enterprise Control™ Company, today introduced the OpsLogic® Broadband Solution Suite, an integrated service provider operations solution powered by Auspice TLX® process control and operations logic execution technology that was originally developed for the International Space Station operations at NASA. This solution suite addresses the challenges of managing cross-network environments comprised of physical networks, devices, and business applications that together facilitate and support mission-critical business operational activities centered on operational reliability and efficiencies, customer services and remote field operations. Through intelligent monitoring, advanced correlation of devices with business applications, and real time business rules execution, these solutions help broadband service providers to not only more reliably manage their networked operations, but also to more effectively improve overall quality of customer care and service responsiveness resulting in measurable business profitability.
"The OpsLogic® Broadband Solution Suite gives broadband service providers complete control of their multi-service network operations in real-time, right from the broadband Network Operations Center," said Auspice CTO Rick Berthold. "With this announcement, Auspice demonstrates its ongoing commitment to provide service providers with the most innovative suite of integrated solutions in the industry for improved business efficiency, profitability, and customer satisfaction."
According to a recently published Gartner, Inc. study, businesses that fail to meet customer service excellence will experience an average turnover of 100 percent of their customer base every five years. This report emphasizes that acquiring, satisfying and retaining customers will be imperative to business success. Yet, through 2007 — more than 75 percent of businesses will fail to fully meet customer expectations for customer service excellence.
The OpsLogic® Broadband Solution Suite addresses this critical business requirement by allowing broadband service providers to enable customer-centric service solutions. These solutions enable customer service representatives, operations managers and plant managers to not only gain critical visibility into service processes, but also, more importantly, to execute dynamic business rules in real-time thereby reducing or eliminating the latency in network operations issue resolution and shortening the customer service response cycle. This activity results in enhanced Quality of Service dramatically improving customer acquisition and retention and greater return on IT investment.
The Auspice OpsLogic® BroadBand Solution Suite includes the following solutions, which are made available either individually or as part of a fully-integrated solution suite:
- CMEx — A service availability
and assurance monitoring and reporting solution with intelligent
CMTS and cable modem problem detection and resolution capabilities
that can be extended to correlate customer and network information
with billing, provisioning and HFC plant databases.
- Service Visibility Portal — A
customer facing integrated service solution that provides real-time
cross-system status information from multiple systems. It enables
customer service representative to handle customer calls and
resolve issues in first point of contact.
- HFC Plant Health Management — A
proactive approach to managing the Hybrid-Fiber-Coax (HFC)
plant that automatically generates intelligent trouble-tickets
detailing scope of failure or system degradation.
- Service Provisioning and Audit — An
integrated service provisioning and audit solution that automates
the two-way, real-time flow of provisioning information across
order entry, billing and network equipment for multiple services,
such as telephony, video, e-mail, and web hosting, etc.
A more complete description is available below:
Cable Modem Exception Monitor (CMEx)
Cable Modem Exception Monitor (CMEx): an intelligent DOCSIS cable exception monitoring and reporting solution that offers event-based and on-demand reporting on the status of Cable Modem Termination Systems (CMTS) and cable modems. CMEx delivers service lost detection alarms as well as comprehensive logs and HTML-based reports directly to operations center screens delivering views that include: CMTS summaries, modem details, modem exception reports and historical plotting. CMEx can be rapidly extended to correlate and report customer and network information, such as name, address, account number, and node, by integrating with billing, provisioning, and HFC plant databases. Extending CMEx with node information also delivers unmatched capabilities for proactive node health determination and management of the HFC plant.
Service Visibility Portal (SVP)
Service Visibility Portal (SVP): Real-time queries directly access multiple (multi-protocol) systems such as the CMTS and cable modem to get device status and configuration (online status, IP address, power levels, bandwidth settings); billing and order entry systems to get customer account information (e.g., account number, name, address), service ordered, and account status information; and provisioning systems to get the services provisioned (e.g. account status, CPE, bandwidth-tier profile, IP lease grant/expiration dates, ISP selection). This data is processed in real-time by configurable business rules (e.g. data thresholds, cross system data comparisons, expired lease dates, user error messages) and presented on web-pages with colorized data fields and informational messages. It offers single point of contact resolution of customer call issues by providing capability to directly reset and reconfigure customer devices, i.e. CMTS, cable modem and other supporting servers, and update account, provisioning systems and network support systems. It reduces cost of providing service and rapidly resolves billing and service provisioning errors and service interruption that lead to subscriber dissatisfaction and lost revenue.
HFC Plant Health Management
HFC Plant Health Management: offers automated and intelligent monitoring for the detection of critical outages and degradations of the fiber nodes, bridgers, amplifiers, or the physical HFC plant. The solution also can provide a sorted health index for all monitored HFC devices (e.g. fiber node), allowing the immediate focus of maintenance personnel on the most troublesome or degraded devices or segments of the HFC plant — before they fail. To empower the field technician with real-time information and interactive enterprise integrated tools, these powerful solutions are easily extended to a mobile platform
Service Provisioning and Audit
Service Provisioning and Audit: provides proven Auspice TLX® compliant provisioning sub-system interfaces with Auspice TLX MetaScript® templates for implementing customized service business policy to be executed across systems. In addition, the provisioning and billing systems can be periodically validated against actual hardware and server configurations through an automated audit solution.
ABOUT AUSPICE
Auspice, The Enterprise Control Company, is the first commercial developer of an enterprise control software platform that enables the extended enterprise to manage disparate technology infrastructure in an orchestrated manner to dramatically improve ROI. With roots in the modern day manned-space program, Auspice TLX® was originally developed for mission-critical and complex operational environments, such as the International Space Station, which are characterized by heterogeneous systems that demand absolute reliability. Auspice is also the developer of the OpsLogic® Broadband Suite, running on the reliable TLX® platform — an integrated service provider operations solution for broadband service providers. This suite of business and operations solutions provides proven technology to streamline the enterprise integration, automation, business management, customer-service, physical plant and field technician functions, including network monitoring in real-time, to deliver a total view of the enterprise.
For more information, visit booth #3506 at BroadBand Plus, The New Western Show or visit us on the Web at www.auspicecorp.com.
For more information contact:
| David Hayward Director of Marketing Auspice Corporation (508) 626-0033, Ext. 220 dhayward@auspicecorp.com |
“Now we have a unified tool that gives our technicians a single view across multiple services – voice, video and data.”
Director, NOC Operations, Major North American MSO