C Spire Chooses Resolve Systems to Provide Accelerated Incident Resolution and Increased Service Quality for its New 1 Gpbs Fiber To The Home Initiative

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The RESOLVE Software System was chosen based on its holistic approach to incident resolution and ability to help C Spire provide a better customer experience

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“After researching a number of solutions, we found that RESOLVE met all of our criteria for a highly flexible incident automation solution that would also help us meet our organizational objectives,” said Gregg Logan, Chief Technology Officer for C Spire

Resolve Systems (formerly gen-E), provider of a fully integrated approach to accelerating incident resolution in network and IT operations, today announced that C Spire has chosen the RESOLVE Software System to significantly accelerate the time-to-resolution of incidents and to reduce the number of incidents that require support from the Network Operations Center (NOC).

C Spire will be implementing RESOLVE as it builds out its groundbreaking Fiber To The Home initiative in Mississippi, offering 1 Gig consumer broadband Internet access and related digital HD television and phone services. The only such statewide offering to date, nine Mississippi cities are scheduled to receive the service, which is 100 times faster than traditional consumer broadband Internet access.

C Spire chose RESOLVE because of its holistic approach to accelerating incident resolution, which includes a combination of automation, contextual knowledge, packaged diagnostic and triage processes.

“After researching a number of solutions, we found that RESOLVE met all of our criteria for a highly flexible incident automation solution that would also help us meet our organizational objectives,” said Gregg Logan, Chief Technology Officer for C Spire. “We’ll be leveraging RESOLVE initially for our Internet services division, where uptime consistency is critical to maintaining customer satisfaction. We’re very confident that RESOLVE will help us meet our end goal of maintaining a high level of customer satisfaction for our new C Spire Fiber To The Home service.”

C Spire will also utilize RESOLVE to improve the efficiency of operational processes and procedures, including making their ticketing system more efficient.

“We are extremely honored that C Spire chose RESOLVE to support its cutting edge Fiber To The Home initiative, which will provide the ability for customers to surf the web at unprecedented speeds,” said Martin Savitt, CEO of Resolve Systems. “RESOLVE will enable C Spire to focus less on ‘putting out fires’ related to service incidents and focus more on adding new services, and increasing the quality of service to their customers. We look forward to working with C Spire to fully leverage RESOLVE as they roll out one of the fastest networks in the country and provide more value to their growing customer base.”

The RESOLVE Software System will integrate with the NetOmnia Gateway from Centina to provide C Spire with an E2E network management and accelerated incident resolution solution. RESOLVE will also meet C Spire’s business objectives by:

  •      Reducing the number of manual tasks currently worked on for each service type and provide an efficient automated ticketing process/workflow
  •     Increasing the ability to troubleshoot NOC events through automation, contextual knowledge, packaged diagnostic and triage processes
  •     Improving operational metrics that result in increased customer satisfaction (MTTR, TTE, FCR, etc.)
  •     Focus automation in areas that provide the greatest ROI and provide the greatest value to customers

About the RESOLVE Software System
The award-winning RESOLVE Software System uniquely provides comprehensive capabilities for applying automation to all incident resolution procedures in network and IT operations, including the full automation of select procedures for complete machine execution and the partial automation of engineer-driven procedures, where automated steps can be embedded into guided manual procedures. RESOLVE also drives collaboration, feedback and continuous improvement to processes, which is critical to maintaining complex, constantly changing operational environments.

RESOLVE is accelerating incident resolution at major corporations around the globe, including Charter Communications, Earthlink, Virgin Media and T-Mobile.

About C Spire
C Spire is a diversified telecommunications and technology services company that provides world-class, customer-inspired wireless communications, 1 Gigabit consumer Internet access as well as a full suite of dedicated Internet, wireless, IP Voice, data and cloud services for businesses. This news release and other announcements are available at http://www.cspire.com/news. For more information about C Spire, visit http://www.cspire.com or follow us on Facebook at http://www.facebook.com/cspire or Twitter at http://www.twitter.com/cspire.

About Resolve Systems
Headquartered in California, Resolve Systems is a global software company setting the standard for how automation can be utilized by network and IT operations organizations to dramatically improve the ability to diagnose and resolve incidents as they happen. For more information, please visit http://www.resolve.systems.

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