Resolution Accelerator™
Reduce and Resolve Exceptions in Core Business Processes

Telecommunications service providers worldwide spent more than $2 billion in direct labor costs to manually resolve exceptions in order, provisioning and customer care processes in 2005. This spending represents more than 60% of the overall order management labor costs and will only grow as new and more complex services are launched.

However, cost is only part of the problem - the real issue is customer satisfaction and the ability to keep customers from switching to other providers.

Customers can now purchase almost any service from any carrier, so retaining customers and persuading them to consider new services, based on a track record of above average customer service, is critical. Service providers need a comprehensive exception management approach to ensure that exception occurrence is minimized, resolution efficiency is maximized, and the impact of exceptions is never noticed by the customer.

Vitria Automates Exception Management

Vitria’s Resolution Accelerator™ resolves exceptions in core business processes. It differs from traditional exception management software applications because it manages processes that cross applications, work centers and corporate boundaries which is where the most serious exceptions typically occur.

Resolution Accelerator delivers effective, efficient exception resolution by automating and by providing the ability to route exceptions through the optimum resolution path. Guided manual repair of exceptions is available to handle the toughest exceptions where some human involvement is unavoidable. Real time and aggregate tracking provides visibility into persistent bottlenecks, allowing for continuous process improvement.

Resolution Accelerator leverages the power of Vitria’s award-winning BusinessWare process integration, work flow and transactional capabilities to provide an exception management framework at a fraction of the cost of traditional development alternatives.

Business Benefits

	Lowers manually handled exception volume leading to faster repairs
	Reduces operational costs related to errors by up to 60%
	Increases revenues by optimizing customer service levels
	New products and services can be rolled out faster, delivering a clear competitive advantage
	Clear visibility of exceptions enables proactive problem solving
	Pre-built for fast implementation and configurable by business analysts

Click here to learn more about our telecommunications BPA solutions: Order Accelerator™.

For more information or to schedule a telecommunications briefing, a value assessment or an architectural assessment for your organization, call a Vitria representative at 1.408.212.2700.