Sunnyvale, California – February 9, 2012: Vitria Technology, Inc., the Operational Intelligence company, announces that Brian Bohan, Vice President of Worldwide Professional Services, will present the topic of Operational Intelligence for Customer Experience Management at Telecom IQ’s CEM in Telecoms event in Miami, Florida on February 16, 2012.
“In an increasingly competitive marketplace, telecommunications service providers need to deliver a complex set of products and services in an environment where commoditization has substantially leveled the playing field,” explains Bohan. “The most effective way to differentiate is to optimize customer experience to maintain customer loyalty, drive profits, and build brand recognition. Service providers must look beyond traditional service assurance, which is too often overly network-centric and narrowly focused on managing known outages and issues. Instead, service providers must tap into the invaluable signaling data in the network control plane and correlate it with OSS and BSS processes and events to identify the real customer experience risks and opportunities.”
Bohan will discuss how Operational Intelligence can be used to derive meaningful and actionable insight from these various event sources to identify risks and opportunities previously unattainable to network operations center analysts and marketing teams.
The Customer Experience Management conference, with keynote presentations from TELUS HR, US Cellular, and IQPC, will provide insights from CEM experts on key issues, including maximizing the profitability of CEM programs, empowering employees at all levels to deliver a superior customer experience, and transforming contact resolution rates to increase customer satisfaction and reduce churn.
The CEM in Telecoms conference will be held from February 14-16, 2012 in Miami, Florida and is sponsored by Vitria. To request a demonstration of Vitria’s M3O Operational Intelligence Suite, please contact firstname.lastname@example.org.
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Vitria Technology, Inc. provides the industry’s leading Operational Intelligence Suite, empowering partners and customers alike to develop innovative Operational Intelligence solutions to analyze business activities in the proper context and take real-time action. The result is faster, better decision-making. With a rich heritage as a technology pioneer, Vitria’s award-winning process integration solutions provide the backbone for many Global 2000 companies’ mission-critical business processes. Vitria has customers in North America, South America, Europe, Asia, and Australia.