SOURCE: generationE Technologies

generationE Technologies

January 13, 2011 09:00 ET

Consolidated Communications Deploys Wiki-Powered Resolve Run Book Automation Software From generationE to Improve Network Reliability and Customer Service

IT Process Automation Platform Delivers 277 Percent Cost Savings and Nine-Month ROI to Advanced Communications Services Provider

SAN CLEMENTE, CA--(Marketwire - January 13, 2011) -  generationE Technologies, a global IT solution provider and leading expert in IT service management and automation, today announced that Consolidated Communications, a provider of advanced communications services, has selected the generationE Resolve Run Book Automation (RBA) platform to support its operations across the U.S.

Resolve RBA 3.0 automates up to 90 percent of manual IT tasks working in conjunction with IBM Tivoli products. Built from the ground up to provide broad-based, enterprise-class scalability and a vendor-neutral approach to automation, Resolve makes use of Wikis to centralize operational knowledge for easy sharing across the enterprise.

Consolidated Communications offers local and long distance telephone, digital phone, high-speed Internet access and digital TV over its technologically advanced IP-based network to both residential and business customers in Illinois, Texas and Pennsylvania. Maintaining 24/7 uptime across that network, as well as delivering the highest levels of customer service, is why the company recently chose the powerful Resolve RBA software.

Combining Resolve RBA with IBM Tivoli Netcool software, Consolidated is able to prevent network downtime and loss of service to customers, while also achieving enhanced internal collaboration; improved workflow; and a time savings of thousands of hours each year to positively impact customer service.

With advanced network monitoring capabilities in place via the Tivoli Netcool platform, Consolidated takes advantage of Resolve to easily define a series of collaborative, Wiki-based "run books," or procedures, for automating a wide variety of business operations. These Resolve run books also provide a place for Consolidated to centralize knowledge, making proven expertise available to employees on an on-demand basis, which allows the company to speed customer response times and deliver greater value, both internally and externally.

Wiki-Powered IT Automation Delivers 277 Percent Cost Savings and Nine-Month ROI

One of the most important uses for Resolve RBA is in helping Consolidated streamline troubleshooting for hundreds of front-line customer service representatives (CSRs) staffing its U.S. call centers, which support Consolidated's DSL business. Making use of Resolve RBA's automation engine, CSRs are empowered to solve issues quickly and efficiently, and with less escalation.

"Resolve RBA benefits Consolidated the most in the areas of collaboration and workflow automation," says Chris Smith, senior manager, network operations center tools and automations. "Our 'library' now contains 234 Resolve RBA action tasks. That number will continue to grow because we are constantly identifying trends coming into the network operations center (NOC) that make sense for automation."

Resolve RBA is also used at Consolidated as a powerful notification engine, helping to significantly reduce IT and CSR response times. When an event within Netcool occurs, the NOC can instantly send out an alert to an entire team of internal managers, field technicians, and even outside vendors to inform them of the issue.

In addition to the tremendous time savings previously noted, Resolve has delivered a 277 percent savings over what it would have cost to buy a competing solution, says Smith. "Our return on investment was realized in less than nine months," he adds.

Resolve RBA's pre-packaged integrations span every key element of IT operations, including networks, servers, desktops and applications. For more information and to review the complete case study, please visit

About generationE Technologies
generationE Technologies is a global information technology (IT) solution provider dedicated to helping companies evolve and thrive through increased operational efficiency and improved customer retention. Recognized worldwide for its comprehensive platform-as-a-service (PaaS) offerings for IT service management, and for expertise in IBM Tivoli integration, the company further drives enterprise innovation through its Web 2.0-based Resolve Run Book Automation software, which automates up to 90 percent of manual IT tasks. For more information please visit:

Contact Information

  • Media Contacts:

    Paula Johns
    For generationE Technologies
    (760) 487-1799
    Email Contact