RADCOM Announces Integration with ServiceNow to Automate Service and Complaint Resolution for Telecom Operators

Rhea-AI Summary

RADCOM (Nasdaq: RDCM) has announced integration of its RAN Analytics Solution with ServiceNow, focusing on automated complaint resolution for telecom operators. The integration, leveraging AIOps, aims to streamline ticket validation and prioritization, reducing network engineers' time spent on technical issues.

As a ServiceNow Registered Build Partner, RADCOM's solution automatically identifies reported network issues, investigates root causes, and suggests resolutions using AI/ML technology. The system correlates subscriber RAN and core service metrics with customer case impacts, generating network resolution actions that benefit large subscriber segments.

The integration interfaces with ServiceNow TSM to process network-assigned tickets, prioritizing subscribers' complaints based on customer impact scores. This collaboration addresses the challenge of unprioritized service tickets that burden technical support teams and impact customer experience.

Positive

• Integration with ServiceNow expands RADCOM's service management capabilities
• Automated complaint resolution system reduces operational costs
• AI/ML implementation improves efficiency in technical support operations
• Partnership enhances product offering and market reach

Negative

• None.

Insights

Technology Integration Analyst

The strategic integration between RADCOM and ServiceNow marks a pivotal advancement in telecom service management automation, positioning RADCOM to capture a larger share of the rapidly growing AIOps market, which is projected to reach $40 billion by 2026.

The partnership's significance lies in three key areas: First, the automated complaint resolution system directly addresses a critical pain point in telecom operations - the high cost and inefficiency of manual ticket processing. By leveraging AI/ML for root cause analysis and resolution, operators can expect significant reductions in operational expenses and mean time to repair (MTTR).

Second, the integration with ServiceNow's TSM platform enhances RADCOM's competitive positioning. As a Registered Build Partner, RADCOM gains access to ServiceNow's extensive enterprise customer base, potentially accelerating market penetration and revenue growth. The partnership also creates barriers to entry for competitors, as integrated solutions typically lead to higher customer retention rates.

Third, this move aligns with the telecom industry's broader digital transformation initiatives, where operators are increasingly seeking automated, AI-driven solutions to improve operational efficiency. The ability to prioritize tickets based on customer impact scores addresses a important metric for telecom operators - customer satisfaction and churn reduction.

Looking ahead, this integration could significantly impact RADCOM's recurring revenue streams through subscription-based pricing models, while the focus on AIOps and automation positions the company favorably in the high-growth service assurance market segment.

Collaboration leverages AIOps to drive network efficiencies and enhance customer satisfaction with combined service management and service assurance solutions

TEL AVIV, Israel, Feb. 11, 2025 /PRNewswire/ -- RADCOM Ltd. (Nasdaq: RDCM) announced today the integration of RADCOM RAN Analytics Solution, part of RADCOM ACE Service Assurance, with ServiceNow, leveraging AIOps (the use of Artificial Intelligence technology to automate Operations) to offer advanced automated complaint resolution. The new solution provides ticket validation and prioritization to significantly reduce the time and effort network engineers spend on investigating and resolving technical issues and complaints. The joint effort enables RADCOM and ServiceNow to create better experiences and drive value for customers.

ServiceNow's expansive partner ecosystem and partner program are critical in supporting the substantial market opportunity for the ServiceNow Platform. The ServiceNow Partner Program recognizes and rewards partners for their varied expertise and experience to drive opportunities, open new markets, and help customers transform their business across the enterprise.

As a ServiceNow Registered Build Partner, the integration leverages data and notes captured from the live contact center interaction to automatically identify the reported issue in the network, investigate for the root cause, and offer a resolution. It applies AI/ML (Artificial Intelligence and Machine Learning) to correlate the complaining subscriber's RAN and core service metrics with customer case impact insights. This generates network resolution actions that maximize impact on large subscriber segments.

Unprioritized service tickets and technical customer complaints place a substantial load across different tiers of the technical support process, placing an undue burden on network engineering teams. Inefficient resolution workflows and tools can severely impact customer experience as tickets wait to be resolved.  The integration with ServiceNow automates multiple service ticket resolution tasks. It interfaces with ServiceNow TSM (Telecommunications Service Management) to process network-assigned tickets, which results in all subscribers' complaints prioritized according to tasks based on customer impact scores.

"We are excited to be partnering with ServiceNow," said Benny Eppstein, Chief Executive Officer of RADCOM. "Our collaboration is a key milestone in our journey to expand our portfolio to support service management and customer care. We are steadfast in our commitment to offer advanced technologies that reduce costs and drive value to our customers, and this partnership exemplifies our resolve to further expand our AIOps offerings." 

"Partnerships succeed best when we lean into our unique skills and expertise and have a clear view into the problem we're trying to solve," said Erica Volini, Executive Vice President, Worldwide Industries, Partners, and Go-to-Market at ServiceNow. "RADCOM's integration with ServiceNow will help our customers create best-in-class subscriber experiences while reducing network engineering time and effort. I am thrilled to see the continued innovation we will achieve together to help organizations succeed in the era of digital business."

For all investor inquiries, please contact: 

Investor Relations: 
Miri Segal
MS-IR LLC
msegal@ms-ir.com  

Company Contact: 
Hadar Rahav
CFO
+972-77-7745062
Hadar.Rahav@radcom.com 

About RADCOM

RADCOM (Nasdaq: RDCM) is the leading expert in 5G-ready cloud-native, network intelligence solutions for telecom operators transitioning to 5G. RADCOM Network Intelligence consists of RADCOM Network Visibility, RADCOM Service Assurance, and RADCOM Network Insights. The RADCOM Network Intelligence suite offers intelligent, container-based, on-demand solutions to deliver network analysis from the RAN to the core for 5G assurance. Utilizing automated and dynamic solutions with smart minimal data collection and on-demand troubleshooting, and cutting-edge techniques based on machine learning, these solutions work in harmony to provide operators with an understanding of the entire customer experience and allow them to troubleshoot network performance from a high to granular level while reducing storage costs and cloud resource utilization. For more information on how to RADCOMize your network today, please visit www.radcom.com, the content of which does not form a part of this press release.

ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. 

Risks Regarding Forward-Looking Statements

Certain statements made herein that use words such as "estimate," "project," "intend," "expect," "'believe," "will," "might," " potential," "anticipate," "plan" or similar expressions are intended to identify forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995 and other securities laws. For example, when RADCOM discusses the potential benefits of its solutions and, in particular, integration with ServiceNow and the expected results of utilization thereof, it is using forward-looking statements. These forward-looking statements involve known and unknown risks and uncertainties that could cause the actual results, performance, or achievements of RADCOM to be materially different from those that may be expressed or implied by such statements, including, among others, changes in general economic and business conditions and specifically, decline in demand for RADCOM's products, inability to timely develop and introduce new technologies, products, and applications, loss of market share and pressure on prices resulting from competition and the effects of the war in Israel. For additional information regarding these and other risks and uncertainties associated with RADCOM's business, reference is made to RADCOM's reports filed from time to time with the U.S. Securities and Exchange Commission. RADCOM does not undertake to revise or update any forward-looking statements for any reason.

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SOURCE RADCOM Ltd.

FAQ

What is the purpose of RADCOM's integration with ServiceNow for RDCM shareholders?

The integration aims to expand RADCOM's portfolio in service management and customer care, potentially driving new revenue streams through automated complaint resolution solutions for telecom operators.

How does RADCOM's AIOps integration with ServiceNow improve operational efficiency?

The integration automates ticket validation and prioritization, reducing network engineers' time and effort in investigating and resolving technical issues, while improving customer experience.

What specific features does RADCOM's RAN Analytics Solution offer through ServiceNow integration?

The solution offers automated issue identification, root cause analysis, and resolution suggestions using AI/ML, while correlating subscriber metrics with customer case impacts.

How does RADCOM's ServiceNow integration handle customer complaints prioritization?

The system interfaces with ServiceNow TSM to process network-assigned tickets and prioritizes subscribers' complaints based on customer impact scores, improving resolution efficiency.