Intelligent CIO Europe Issue 9 - Page 10

NEWS TIM and Ericsson continue to virtualise networks for future of 5G ServiceBench selected by Italy- based home emergency repair company S erviceBench, the leading provider of integrated service management solutions for manufacturers and other service administrators, has announced it has signed a contract with HomeServe, a leader in home repair, maintenance and warranty services, to help HomeServe’s Italy division, Assistenza Casa, to improve customer service delivery throughout Italy. The agreement marks ServiceBench’s entrance into the Italy service market and expansion within Europe. The company also serves manufacturers and other service administrators across North America and the United Kingdom. ServiceBench will help Assistenza Casa service engineers achieve more efficient job management through the deployment of a fully customised version of ServiceBench’s cloud-based software platform including job management, dispatch, field service mobile, parts supplier integrations, claims and analytics for managing all service activities. T IM and Ericsson continue their commitment to virtualisation and automation of the network with the aim of offering increasingly innovative 5G applications and services to all consumer and business customers, using fewer servers and less electricity. The collaboration between the two companies has made it possible to successfully complete and implement the virtual Radio Access Network (vRAN) LTE Advanced platform, a world first in a city as large as Turin. Thanks to the high-flexibility of management and automation with ‘Self Organizing Network’ solutions, it allows customers to use VoLTE voice services and ultrabroadband data services with high-quality levels. This is an important 10 INTELLIGENTCIO step towards the digital transformation of DigiTIM which, among the objectives, has the excellent customer experience and the optimisation of the operational efficiency of the network systems. To date, TIM has a virtualised network infrastructure, the Network Functions Virtualization Infrastructure, with over 40 living functions. Many of those have been developed by TIM and Ericsson together, such as the optimisation of mobile data traffic (Policy Manager Mobile Broadband), to offer medium-sized and large businesses customised mobile phone solutions, with private numbering plans and dedicated rules for making calls (Mobile Intelligent Network), switching solutions able to manage data and voice connections (VoLTE for mobile and VoIP network customers and for fixed network customers). “We’ve created our cloud-based software platform to provide manufacturers, sellers and servicers of warranty products with a 360-degree view of a service event to help it to deliver service more efficiently and effectively while improving the customer experience,” said Louis Rose, Vice President and General Manager, ServiceBench. “We’re pleased to partner with Assistenza Casa to help deliver a premium service experience for its customers and to expand ServiceBench further in the home services warranty industry in Italy.”