MLL Telecom, which specialises in building and operating broadband wireless networks, has unveiled a new Customer Management Centre (CMC) dedicated to network management, increasing network visibility and proactively identifying and resolving incidents on each customer’s network.
The CMC also means that MLL is the first and only wireless specialist to be able to offer guaranteed Service Level Agreement (SLA) network availability on a level with – and sometimes exceeding the availability of – fibre and other wired networks.
MLL has appointed Stephen Berry, who previously managed the Enterprise Network Operations Centre (NOC) for Kingston Communications, to run MLL’s unique CMC. With his extensive management and technical experience, Berry will establish frequent face-to-face customer contact and take the initiative in order to maximise the quality, consistency and functionality of MLL’s service.
Kenny Kamal, Chief Technology Officer of MLL Telecom, said: “Our CMC raises the bar for the wireless industry and sets us apart from our competitors. In a market environment where service is the only differentiator, we will be proactively managing our networks and delivering first class customer service to all clients. Stephen has a proven track record in this field and I am sure our customers will notice the difference his appointment makes very quickly.”
Historically, MLL’s NOC proactively managed customer networks 24×7. The CMC extends this capability by adding bespoke tools developed by MLL, tools which enable it to monitor, provision and repair links remotely, thereby reducing customer downtime and service interruption. In addition, an interactive front end web portal allows customers to log, modify and check the status of incidents. Customers will also automatically receive notification of changes in incident status.