RADCOM Announces Integration with ServiceNow to Automate Service and Complaint Resolution for Telecom Operators
RADCOM (Nasdaq: RDCM) has announced integration of its RAN Analytics Solution with ServiceNow, focusing on automated complaint resolution for telecom operators. The integration, leveraging AIOps, aims to streamline ticket validation and prioritization, reducing network engineers' time spent on technical issues.
As a ServiceNow Registered Build Partner, RADCOM's solution automatically identifies reported network issues, investigates root causes, and suggests resolutions using AI/ML technology. The system correlates subscriber RAN and core service metrics with customer case impacts, generating network resolution actions that benefit large subscriber segments.
The integration interfaces with ServiceNow TSM to process network-assigned tickets, prioritizing subscribers' complaints based on customer impact scores. This collaboration addresses the challenge of unprioritized service tickets that burden technical support teams and impact customer experience.
RADCOM (Nasdaq: RDCM) ha annunciato l'integrazione della sua Soluzione RAN Analytics con ServiceNow, focalizzandosi sulla risoluzione automatizzata delle lamentele per gli operatori telecom. L'integrazione, che sfrutta AIOps, mira a semplificare la validazione e la priorizzazione dei ticket, riducendo il tempo che gli ingegneri di rete dedicano a problemi tecnici.
In qualità di Registered Build Partner di ServiceNow, la soluzione di RADCOM identifica automaticamente i problemi di rete segnalati, indaga le cause principali e suggerisce risoluzioni usando tecnologia AI/ML. Il sistema correla le metriche RAN e dei servizi core degli abbonati con gli impatti sui casi dei clienti, generando azioni di risoluzione della rete che beneficiano ampi segmenti di abbonati.
L'integrazione si interfaccia con il TSM di ServiceNow per elaborare i ticket assegnati alla rete, prioritizzando le lamentele degli abbonati in base ai punteggi di impatto sui clienti. Questa collaborazione affronta la sfida dei ticket di servizio non prioritizzati che gravano sui team di supporto tecnico e impattano sull'esperienza del cliente.
RADCOM (Nasdaq: RDCM) ha anunciado la integración de su Solución de Análisis RAN con ServiceNow, centrada en la resolución automatizada de quejas para operadores de telecomunicaciones. La integración, que aprovecha AIOps, tiene como objetivo simplificar la validación y priorización de tickets, reduciendo el tiempo que los ingenieros de red dedican a problemas técnicos.
Como Socio Registrado de Construcción de ServiceNow, la solución de RADCOM identifica automáticamente los problemas de red reportados, investiga las causas fundamentales y sugiere resoluciones utilizando tecnología de IA/ML. El sistema correlaciona las métricas RAN y del servicio central de los suscriptores con el impacto en los casos de los clientes, generando acciones de resolución de red que benefician a grandes segmentos de suscriptores.
La integración se conecta con el TSM de ServiceNow para procesar los tickets asignados a la red, priorizando las quejas de los suscriptores según las puntuaciones de impacto del cliente. Esta colaboración aborda el desafío de los tickets de servicio no priorizados que agobian a los equipos de soporte técnico e impactan la experiencia del cliente.
RADCOM (Nasdaq: RDCM)은 ServiceNow와의 RAN 분석 솔루션 통합을 발표하며, 통신 사업자를 위한 자동화된 불만 해결에 중점을 두었습니다. AIOps를 활용한 이번 통합은 티켓 검증 및 우선 순위 지정을 간소화하여, 네트워크 엔지니어들이 기술 문제에 소요하는 시간을 줄이는 것을 목표로 합니다.
ServiceNow의 등록된 빌드 파트너로서 RADCOM의 솔루션은 자동으로 보고된 네트워크 문제를 식별하고, 근본 원인을 조사하며, AI/ML 기술을 사용하여 해결책을 제안합니다. 이 시스템은 가입자의 RAN 및 코어 서비스 메트릭을 고객 사례 영향과 상관관계 지어, 대규모 가입자 세그먼트에 이익을 주는 네트워크 해결 조치를 생성합니다.
이번 통합은 ServiceNow TSM과 인터페이스하여 네트워크에 할당된 티켓을 처리하고, 고객 영향 점수에 따라 가입자의 불만을 우선 순위에 두어 처리합니다. 이 협업은 기술 지원 팀에 부담이 되는 비우선 티켓 문제를 다루고 고객 경험에 영향을 미칩니다.
RADCOM (Nasdaq: RDCM) a annoncé l'intégration de sa solution d'analyse RAN avec ServiceNow, en mettant l'accent sur la résolution automatisée des plaintes pour les opérateurs télécoms. L'intégration, s'appuyant sur AIOps, vise à rationaliser la validation et la priorisation des tickets, réduisant ainsi le temps que les ingénieurs réseau consacrent aux problèmes techniques.
En tant que partenaire de construction enregistré de ServiceNow, la solution de RADCOM identifie automatiquement les problèmes réseau signalés, enquête sur les causes profondes et propose des résolutions en utilisant la technologie AI/ML. Le système corrèle les métriques RAN et de service central des abonnés avec les impacts sur les cas des clients, générant des actions de résolution réseau qui bénéficient à de grands segments d'abonnés.
L'intégration s'interface avec le TSM de ServiceNow pour traiter les tickets affectés au réseau, priorisant les plaintes des abonnés en fonction des scores d'impact client. Cette collaboration aborde le défi des tickets de service non prioritaires qui pèsent sur les équipes de support technique et influent sur l'expérience client.
RADCOM (Nasdaq: RDCM) hat die Integration seiner RAN-Analyselösung mit ServiceNow angekündigt, die sich auf die automatisierte Beschwerdelösung für Telekommunikationsanbieter konzentriert. Die Integration, die AIOps nutzt, zielt darauf ab, die Ticketvalidierung und -priorisierung zu optimieren und die Zeit zu reduzieren, die Netzwerkingenieure mit technischen Problemen verbringen.
Als registrierter Build-Partner von ServiceNow identifiziert die Lösung von RADCOM automatisch gemeldete Netzwerkprobleme, untersucht die Ursachen und schlägt Lösungen unter Verwendung von KI/ML-Technologie vor. Das System korreliert die RAN- und Kernservice-Metriken der Abonnenten mit den Auswirkungen auf die Kundenfälle und generiert Netzwerkauflösungsaktionen, die großen Abonnenten-Segmenten zugutekommen.
Die Integration verbindet sich mit ServiceNow TSM, um netzwerkzugewiesene Tickets zu verarbeiten und die Beschwerden der Abonnenten auf der Grundlage der Kundenwirkungswerte zu priorisieren. Diese Zusammenarbeit geht die Herausforderung unpriorisierter Servicetickets an, die technische Unterstützungsteams belasten und die Kundenerfahrung beeinträchtigen.
- Integration with ServiceNow expands RADCOM's service management capabilities
- Automated complaint resolution system reduces operational costs
- AI/ML implementation improves efficiency in technical support operations
- Partnership enhances product offering and market reach
- None.
Insights
The strategic integration between RADCOM and ServiceNow marks a pivotal advancement in telecom service management automation, positioning RADCOM to capture a larger share of the rapidly growing AIOps market, which is projected to reach
The partnership's significance lies in three key areas: First, the automated complaint resolution system directly addresses a critical pain point in telecom operations - the high cost and inefficiency of manual ticket processing. By leveraging AI/ML for root cause analysis and resolution, operators can expect significant reductions in operational expenses and mean time to repair (MTTR).
Second, the integration with ServiceNow's TSM platform enhances RADCOM's competitive positioning. As a Registered Build Partner, RADCOM gains access to ServiceNow's extensive enterprise customer base, potentially accelerating market penetration and revenue growth. The partnership also creates barriers to entry for competitors, as integrated solutions typically lead to higher customer retention rates.
Third, this move aligns with the telecom industry's broader digital transformation initiatives, where operators are increasingly seeking automated, AI-driven solutions to improve operational efficiency. The ability to prioritize tickets based on customer impact scores addresses a important metric for telecom operators - customer satisfaction and churn reduction.
Looking ahead, this integration could significantly impact RADCOM's recurring revenue streams through subscription-based pricing models, while the focus on AIOps and automation positions the company favorably in the high-growth service assurance market segment.
Collaboration leverages AIOps to drive network efficiencies and enhance customer satisfaction with combined service management and service assurance solutions
ServiceNow's expansive partner ecosystem and partner program are critical in supporting the substantial market opportunity for the ServiceNow Platform. The ServiceNow Partner Program recognizes and rewards partners for their varied expertise and experience to drive opportunities, open new markets, and help customers transform their business across the enterprise.
As a ServiceNow Registered Build Partner, the integration leverages data and notes captured from the live contact center interaction to automatically identify the reported issue in the network, investigate for the root cause, and offer a resolution. It applies AI/ML (Artificial Intelligence and Machine Learning) to correlate the complaining subscriber's RAN and core service metrics with customer case impact insights. This generates network resolution actions that maximize impact on large subscriber segments.
Unprioritized service tickets and technical customer complaints place a substantial load across different tiers of the technical support process, placing an undue burden on network engineering teams. Inefficient resolution workflows and tools can severely impact customer experience as tickets wait to be resolved. The integration with ServiceNow automates multiple service ticket resolution tasks. It interfaces with ServiceNow TSM (Telecommunications Service Management) to process network-assigned tickets, which results in all subscribers' complaints prioritized according to tasks based on customer impact scores.
"We are excited to be partnering with ServiceNow," said Benny Eppstein, Chief Executive Officer of RADCOM. "Our collaboration is a key milestone in our journey to expand our portfolio to support service management and customer care. We are steadfast in our commitment to offer advanced technologies that reduce costs and drive value to our customers, and this partnership exemplifies our resolve to further expand our AIOps offerings."
"Partnerships succeed best when we lean into our unique skills and expertise and have a clear view into the problem we're trying to solve," said Erica Volini, Executive Vice President, Worldwide Industries, Partners, and Go-to-Market at ServiceNow. "RADCOM's integration with ServiceNow will help our customers create best-in-class subscriber experiences while reducing network engineering time and effort. I am thrilled to see the continued innovation we will achieve together to help organizations succeed in the era of digital business."
For all investor inquiries, please contact:
Investor Relations:
Miri Segal
MS-IR LLC
msegal@ms-ir.com
Company Contact:
Hadar Rahav
CFO
+972-77-7745062
Hadar.Rahav@radcom.com
About RADCOM
RADCOM (Nasdaq: RDCM) is the leading expert in 5G-ready cloud-native, network intelligence solutions for telecom operators transitioning to 5G. RADCOM Network Intelligence consists of RADCOM Network Visibility, RADCOM Service Assurance, and RADCOM Network Insights. The RADCOM Network Intelligence suite offers intelligent, container-based, on-demand solutions to deliver network analysis from the RAN to the core for 5G assurance. Utilizing automated and dynamic solutions with smart minimal data collection and on-demand troubleshooting, and cutting-edge techniques based on machine learning, these solutions work in harmony to provide operators with an understanding of the entire customer experience and allow them to troubleshoot network performance from a high to granular level while reducing storage costs and cloud resource utilization. For more information on how to RADCOMize your network today, please visit www.radcom.com, the content of which does not form a part of this press release.
ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in
Risks Regarding Forward-Looking Statements
Certain statements made herein that use words such as "estimate," "project," "intend," "expect," "'believe," "will," "might," " potential," "anticipate," "plan" or similar expressions are intended to identify forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995 and other securities laws. For example, when RADCOM discusses the potential benefits of its solutions and, in particular, integration with ServiceNow and the expected results of utilization thereof, it is using forward-looking statements. These forward-looking statements involve known and unknown risks and uncertainties that could cause the actual results, performance, or achievements of RADCOM to be materially different from those that may be expressed or implied by such statements, including, among others, changes in general economic and business conditions and specifically, decline in demand for RADCOM's products, inability to timely develop and introduce new technologies, products, and applications, loss of market share and pressure on prices resulting from competition and the effects of the war in
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SOURCE RADCOM Ltd.
FAQ
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