RADCOM has announced the integration of its RAN Analytics Solution with ServiceNow, to offer advanced automated complaint resolution. The new solution provides ticket validation and prioritization to significantly reduce the time and effort network engineers spend on investigating and resolving technical issues and complaints. The joint effort enables RADCOM and ServiceNow to create better experiences and drive value for customers.
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.
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.
Benny Eppstein, Chief Executive Officer, RADCOM
We are excited to be partnering with ServiceNow. 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.
Erica Volini, Executive Vice President, Worldwide Industries, Partners, and Go-to-Market, ServiceNow
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. 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.