Consolidated implemented Resolve to enhance its existing network monitoring capabilities and to easily define a series of collaborative procedures for automating a wide variety of business operations to drive first call resolution.
Consolidated Communication’s Objectives with Resolve
Consolidated wanted to maintain 24×7 uptime across its network while delivering the highest levels of customer service without ripping and replacing current diagnostic systems.
Combining Resolve with IBM® Tivoli® Netcool® Software, Consolidated is able to prevent network downtime and loss of service to customers, achieve enhanced internal collaboration, improve workflow, and save of thousands of hours each year to positively impact customer service.
“The tools we’ve been able to develop using the Resolve Platform have provided us continual monthly savings of over one million dollars”
— Darin Tiemann, Manager Network Tools & Automation
Consolidated Communications’ Testimonials
“With Resolve, we’re able to put complete trouble shooting tools in the hands of our front line technicians and allow them to solve complex problems that typically we’d have to escalate to our Tier 2/Tier 3 engineers”
– Manager, Network Tools and Automation
“Resolve is the central repository for our business bringing in all of our information, our configuration and understanding of different customers. Being able to tie Resolve to different systems has enabled us to very effectively and efficiently grow the business and maintain our profitability”
“We use Resolve in my center on every customer call – it’s literally our life blood. It enables our front line agents to gain a knowledge of the network and we’ve got it coded using green, yellow, red, in terms of warnings – alarms – things that our agents can take action on”
– Director, Technical Support