CODETEL selects MetaSolv software for comprehensive OSS and service level agreement management.

CODETEL to Automate Service Fulfillment Processes to Improve Customer Service And Prevent 'Blind Rebates' With Customer-Specific SLA Management

MetaSolv Software, Inc., a provider of communications management solutions for next-generation and traditional networks and services, recently announced that CODETEL, an incumbent communications service provider based in the Dominican Republic, has selected the MetaSolv Solution and MetaSolv's Service Analytics product in a comprehensive strategy to improve overall business efficiencies, customer care, and service level agreement (SLA) management. With more than two million access lines, CODETEL, a Verizon company, provides local and long distance voice, data, and Internet services to residential and business customers in the Dominican Republic.

With the MetaSolv Solution, CODETEL will streamline key service fulfillment processes, including network inventory and design, order management, and trouble ticketing. In addition, CODETEL will use MetaSolv's Service Analytics product to automate the management of its entire SLA life cycle from defining the parameters of the SLA offer to compliance with the agreement.

"With our current manual process, it takes one to three days to reenter information from a customer order into our workflow system. The MetaSolv Solution will do that step in a matter of minutes, or even a few seconds," said Carlos Risi, OSS manager, CODETEL. "The ability to deliver services to our customers with greater speed and accuracy is a top priority."

The integration of the MetaSolv Solution and Service Analytics will enable CODETEL to tap directly into their data-rich OSS system to monitor contract compliance for bandwidth QoS and other key areas. For example, if a network outage occurs, Service Analytics automatically will retrieve trouble ticket and order metrics from the MetaSolv Solution, along with data regarding available network capacity, to measure CODETEL's compliance with contractually guaranteed times for installing, repairing, and restoring service. Designed for multi-vendor, multi-service networks, Service Analytics will enable CODETEL to manage all of its contractual obligations, including those between customers, partners, and suppliers.

"We are seeing fast growing demand for service level agreements as many of our large customers, such as financial institutions and governmental agencies, become even more dependent on reliable communications services to achieve strategic goals," said Risi. "MetaSolv's Service Analytics will provide us the detailed, customer-specific network utilization data we need to avoid costly 'blind' rebates, and to successfully prove to customers the value of purchasing additional services."