STC implements IBM iSeries servers for customer service applications

Saudi Telecommunications Company (STC) has announced the successful linking of its regional telephone networks in the Kingdom, through the implementation of IBM iSeries servers.

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By  Guy Mathew Published  January 29, 2002

Saudi Telecommunications Company (STC) has announced the successful linking of its regional telephone networks in the Kingdom, through the implementation of IBM iSeries servers. Implemented by Saudi Business Machines (SBM), the northern, eastern, western and central regions are now all controlled on one network using the IBM Integrated Customer Management System (ICMS).

“ICMS is a fully automated and Arabised customer care and billing solution. The system was originally implemented for GSM in 1999 but for the last three years the ICMS development team has done a commendable job of customisation in the implementation of ICMS, not only for GSM but for landlines as well. It is now fully operational for both Kingdomwide,” said Khaled Al-Jasser, vice president of information tecnologies, STC.

“ICMS provides flexibility and interactive modifications. The STC image depends not only on customer care but on many other services and interfaces, which are in the process of being enhanced. Overall ICMS has lifted the image of STC in the quicker assignment of number, processing orders more quickly and flexibility in billing, particularly concerning the roaming mobile service,” added Al-Jasser.

The AS/400 iSeries, on which the ICMS system runs, has over 700,000 installations worldwide running infrastructure and Web-related services for businesses of all types and sizes. The system built for STC deals with over five million customers at present making it the largest ICMS site in the world.

“The project represents a massive increase in STC’s computing power, it proides the company with additional voice and data services, such as fixed line, paging and leased circuits," said George Lombardi, IBM Director of Services, Saudi Arabia. “There are still more than 100 enhancements to be completed on top of the 65 already added. But in addition to the Operational Group—which oversees the running of the AS/400 computers—there is the Business Support Group, which assists STC’s users through a centrally maintained support desk.”

“The linking of the entire Kingdom’s telephone networks to ICMS means that the company is ready to meet the telecommunications and economic challenges of the marketplace,” Lombardi concluded.

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