IBM Delivers Telco Innovations to Improve Consumer Experience

New IBM Technologies Mobilize Social Networks, Enable Roaming Health Records



BARCELONA, SPAIN .- At Mobile World Congress, IBM (NYSE: IBM) debuted mobile services of today and the future – from social networking to the built-in security and service quality that telecom customers expect in a digital world.
As consumers increasingly demand convenience, control, flexibility and choice, creating a consistent and innovative customer experience across devices and networks has become a top focus for communications service providers. In a recent IBM survey of more than 250 telecom executives, 60 percent of respondents said they believe they can grow by improving the customer experience across all channels, including online and retail operations.

“Our service provider clients tell us they believe growth in the next five years will stem from converged content services like television and video,” said Mike Hill, general manager, Telecommunications Industry, IBM. “Yet factors like ease of use, simplicity, security and quality—all of which comprise the total experience—are essential to drive these new service revenues. Consumers expect the same carrier-grade service quality for new mobile services as they get from providers today.”

IBM demonstrated some of the ways it is differentiating the next generation mobile experience at Mobile World Congress:

SOCIAL NETWORKS GO MOBILE

IBM collaborated with its client, leading global service provider Vodafone, to extend social networks to any mobile device by taking advantage of communication enablers such as IBM WebSphere Presence Server. Demonstrated for the first time at Mobile World Congress, consumers can communicate with their social network friends regardless of where they are with voice and SMS from either a PC or a mobile phone.

“Working together with IBM, Vodafone developed ’BuddyComm,’ an integrated communication service for social network users,” said Mike Walker, director of Vodafone Group Research & Development. “This project was a unique opportunity for Vodafone and IBM to bring together research and innovation capability from both sides to achieve goals which neither company could reach by itself, providing real benefit to customers who are active on social networks.”

PRESENCE MEETS THE “GOOD SAMARITAN”

IBM Research demonstrated how mobile phones and “presence” technology combined with health records can provide a potential “good samaritan” with information on how to aid people in critical medical situations. This combination of IBM Research capabilities and IBM WebSphere Presence Server exemplifies IBM’s ability to create enhanced mobile applications for everyday life.

IP SERVICE QUALITY

IBM unveiled new software for communications service providers to monitor, manage and measure the quality of their Internet Protocol television (IPTV), Internet Protocol virtual private networks (IPVPN) and voice over Internet Protocol (VoIP) services. The three new software offerings are “commercial off the shelf” versions of IBM Tivoli Netcool Service Quality Manager, each geared toward a specific service – IPTV, IPVPN and VoIP. IBM also announced the upcoming availability of commercial off the shelf versions for short messaging service (SMS) text message and voicemail services.

SECURITY FOR THE MOBILE WORLD

On display for the first time, the new IBM Telecom Integrated Security Solution is an integrated software, hardware and services framework for communications service providers to deliver in-the-cloud services, or “clean pipes” free of malicious traffic, to both businesses and consumers.

CUSTOMER EXPERIENCE REVEALED

IBM demonstrated new software that will help bring proactive management of each individual customer’s experience. The Customer Experience Management solution will be available in conjunction to the release of the new version of IBM Tivoli Netcool Service Quality Manager – both scheduled to be released next quarter.