Globitel Performance Management System (PMP)

The Globitel Performance Management System (PMP) is a solution designed to optimize organizational performance and enhance overall efficiency. It offers a range of tools and features to monitor and analyze various aspects of business operations, including workforce management, customer experience, roaming solutions, mobility solutions, and network solutions. The vendor claims that the Globitel PMP is suitable for companies of all sizes, from small businesses to large enterprises, and caters to the needs of telecom service providers, financial service providers, contact centers, government agencies, and educational institutions.

Key Features

Workforce Management: According to the vendor, the PMP optimizes the performance of customer engagement centers by accurately forecasting, scheduling, and monitoring agent activities. It aims to help organizations monitor agent performance, connect the right customer with the right agent, and potentially reduce staffing costs while increasing service quality.

Roaming Analytics: The vendor claims that the PMP provides valuable insights to optimize roaming services and increase revenue. It aims to help organizations understand and control their roaming service, delivering a smoother travel experience for roamers. Additionally, it offers analytics that can potentially uncover market opportunities.

Mobility Solutions: The PMP is said to enhance the mobile experience for telecom operator users, potentially increasing subscriber loyalty and satisfaction. The vendor states that it is designed to maintain a competitive advantage in the dynamic market and provides solutions to enhance the user's mobile experience.

SpeechLog Suite: According to the vendor, the SpeechLog Suite aims to help organizations understand and improve customers' experience across the entire customer journey. It claims to create consistency in customer experience across different touchpoints, monitor and improve agent quality of outcome, and potentially reduce operational expenses and time spent monitoring quality.

Customer Experience Solutions: The PMP offers features to capture and record customer interactions for liability and quality assurance purposes. According to the vendor, it includes screen recording, speech analytics, and multi-level security, and is integrated and certified to work with leading telephony platforms. The aim is to help organizations improve customer service and satisfaction.

VoiceMail: The PMP provides a voicemail service for mobile users, allowing them to receive and manage voice messages. Users can listen to voicemails, delete or save them, and customize their voicemail greetings. The vendor claims that it offers features such as voicemail transcription, message forwarding, and voicemail-to-email integration.

USSD Gateway: The PMP enables mobile users to access interactive services through Unstructured Supplementary Service Data (USSD) codes. According to the vendor, it supports a wide range of services, such as balance inquiries, account management, and service activations. It provides real-time USSD session management and monitoring capabilities.

Ring Back Tone: The PMP allows mobile users to personalize their calling experience by replacing the traditional ringing sound with music or customized tones. The vendor claims to offer a wide selection of music and tones to choose from, and provides options for setting different ring back tones for different callers or groups.

Diameter Controller: The PMP manages and controls Diameter signaling traffic in mobile networks. According to the vendor, it ensures smooth and efficient communication between network elements, such as Home Subscriber Servers (HSS) and Policy and Charging Rules Function (PCRF). It offers features such as load balancing, traffic shaping, and security enforcement.

Data Rating & Charging: The PMP enables accurate rating and charging of mobile data usage. According to the vendor, it supports various charging models, such as volume-based, time-based, and event-based charging. It provides real-time data usage monitoring and reporting capabilities.