Aricent and Monolith Software Drive Innovation in Customer Experience Management for Mobile Operators

Orlando, Fla., November 9, 2011 —Aricent®, a global innovation and technology services company, and Monolith Software, the market’s first and only unified infrastructure management software provider, today announced a solution that will empower mobile operators to deliver superior subscriber experiences. Bringing together Aricent’s deep domain expertise in customer experience management (CEM) with Monolith’s advances in network monitoring and management, the joint solution will help mobile operators visualize immediate and detailed context around service-related issues; thereby allowing customer service agents to resolve customer issues quickly and efficiently.

Since announcing their alliance earlier this year, Aricent and Monolith Software have made significant advancements in making IT and networks more agile and responsive to service operator needs. Currently, mobile operators find it extremely challenging to pinpoint service interruptions that lead to timely resolution. Wireless service interruptions may be the result of a faulty cell tower, sporadic interference, or limited coverage areas such as a parking garage, stadium, or an office within a large building. Exacerbating this issue, new smartphones and tablets are being added to wireless networks on an hourly basis. Ensuring the best customer experience is made even more complicated as the technology infrastructure supporting operator networks is typically a combination of homegrown software and hardware clusters segregated from one another.

The combined offering now enables mobile operators to better understand data relationships in a complex wireless environment and to proactively visualize deteriorating service. Leveraging web-mapping services such as Google Maps, the solution also allows wireless providers to identify mobile customers’ service interruption issues and trends, improving service while helping to reduce customer turnover.

“Aricent believes in providing innovative solutions to operators to create an agile IT environment, that allows them to achieve and sustain competitive advantages. The Aricent and Monolith Software approach empowers wireless providers with full visibility into service delivery, which is a key driver to create compelling experiences for subscribers,” said Patrick Joggerst, executive vice president and general manager at Aricent.

“A large carrier will produce one billion metrics every 15 minutes that need to be analyzed to ensure quality service. But these metrics are often locked into silos and not accessible,” said Jeff Parker, president and co-founder, Monolith Software. “The new solution from Monolith Software and Aricent addresses these issues by offering unique software that sits on top of any OSS platform to extract all performance, quality and service metrics from any area of the network. The easy access to this crucial data allows wireless service providers to have far more insight into the performance of the network and deliver a better experience for their customers.”

Aricent and Monolith Software will showcase this new solution at TM Forum’s Management World Americas, Orlando, November 8-10 at booth #24.

About Aricent

Aricent is a strategic business unit of the Aricent Group. The Aricent Group is a global innovation and technology services company that helps clients imagine, commercialize, and evolve products and services for the connected world. Bringing together the communications technology expertise of Aricent with the creative vision and user experience prowess of frog, the Aricent Group provides a unique portfolio of innovation capabilities that seamlessly combines consumer insights, strategy, design, software engineering, and systems integration. The client base includes communications service providers, equipment manufacturers, independent software vendors, device makers, and many other Fortune 500 brands. The company’s investors are Kohlberg Kravis Roberts & Co., Sequoia Capital, The Family Office, Delta Partners, and The Canada Pension Plan Investment Board.

For more information, please visit http://www.aricent.com.

Follow Aricent on Twitter @www.twitter.com/aricent.

About Monolith Software

Monolith Software is the industry’s first, and only, unified infrastructure management software. Monolith offers a comprehensive, fully integrated solution that provides one consistent rules engine for data acquisition, one unified data warehouse allowing unprecedented access to decision-enabling data, and one, consolidated multi-tenant interface for expanding access to deeper business intelligence. Accessible through real-time dashboarding, this unique, unified approach streamlines and enhances fault, availability, performance, correlation, discovery and topology mapping. The result is a simplified process for SLA management and capturing network KPIs. Comprehensive granular visibility, never before available by using disparate legacy tools, increases operational efficiency and allows for enhanced customer intimacy. www.monolith-software.com

Media Contacts:

Monolith Software
Joline Biancavilla
BridgeView Marketing
Tel: +1 603 570 7539
joline@bridgeviewmarketing.com

Aricent Group:
Sara Munday
Assistant Vice President, Corporate Marketing
Aricent Group
Tel: +1 415 489 3073
sara.munday@aricent.com

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