New Customer Management Centre to deliver guaranteed SLA wireless networks
Written by Anonymous on 12:39 AM
MLL Telecom, which specialises in building and operating broadband networks by wireless, today unveiled a new Customer Management Centre (CMC) dedicated to network management, increasing network visibility and proactively identifying and resolving incidents on each customer’s network. The CMC also means that MLL is the first and only wireless specialist to be able to offer guaranteed Service Level Agreement (SLA) network availability on a level with - and sometimes exceeding the availability of - fibre and other wired networks.
MLL has appointed Stephen Berry, who previously managed the Enterprise Network Operations Centre (NOC) for Kingston Communications, to run MLL’s unique CMC. With his extensive management and technical experience, Berry will establish frequent face-to-face customer contact and take the initiative in order to maximise the quality, consistency and functionality of MLL’s service.
Kenny Kamal, Chief Technology Officer of MLL Telecom, said: “Our CMC raises the bar for the wireless industry and sets us apart from our competitors. In a market environment where service is the only differentiator, we will be proactively managing our networks and delivering first class customer service to all clients. Stephen has a proven track record in this field and I am sure our customers will notice the difference his appointment makes very quickly.”
Historically, MLL’s NOC proactively managed customer networks 24x7. The CMC extends this capability by adding bespoke tools developed by MLL, tools which enable it to monitor, provision and repair links remotely, thereby reducing customer downtime and service interruption. In addition, an interactive front end web portal allows customers to log, modify and check the status of incidents. Customers will also automatically receive notification of changes in incident status.
Staffed by technically qualified, ITIL trained engineers; the people that customers speak to at MLL’s CMC are the ones that will actually fix the problems, around the clock. Due to this high level of technical expertise and ITIL service management practices, 88% of incidents are fixed at desk. In addition, MLL’s CMC incorporates a proprietary, remote telemetry system that allows an off-net link to be brought on-net, to give visibility to customers. Bespoke reporting is also available to ensure life cycle modeling, helping customers to understand the life of a product in the field and how much it costs to maintain.
MLL’s Customer Management Centre is ISO 9001:2000 certified.
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