RADCOM partners with ServiceNow to automate telecom service

TEL AVIV - RADCOM Ltd. (NASDAQ:RDCM), a leader in 5G-ready cloud-native network intelligence solutions for telecom operators showing impressive revenue growth of 17.8% over the last twelve months, has announced a collaboration with ServiceNow (NYSE:NOW) to enhance customer satisfaction through automated service management and assurance. According to InvestingPro data, the company maintains a robust gross profit margin of 74.4%, indicating strong operational efficiency. The partnership integrates RADCOM’s RAN Analytics Solution with ServiceNow’s platform, utilizing AIOps to streamline complaint resolution for telecom operators.

The integration aims to reduce the time and effort required by network engineers to address technical issues and customer complaints. By leveraging data from live contact center interactions, the system can automatically identify network issues, determine root causes, and propose resolutions. This process uses AI and ML to correlate service metrics with customer impact insights, prioritizing service tickets based on the potential effect on large subscriber segments.

ServiceNow’s Telecommunications Service Management (TSM) processes network-assigned tickets, ensuring that complaints are handled according to their customer impact scores. This automated approach is expected to improve the subscriber experience by expediting the resolution of network issues.

Benny Eppstein, CEO of RADCOM, expressed enthusiasm for the partnership, emphasizing the company’s commitment to offering technologies that reduce costs and add value for customers. The market appears to share this enthusiasm, with the stock up 35.19% year-to-date and currently trading near $15.04, approaching its 52-week high of $15.46. Erica Volini, Executive Vice President at ServiceNow, also highlighted the benefits of the collaboration, citing the potential for creating superior subscriber experiences and reducing network engineering efforts.

This partnership is a significant step in RADCOM’s expansion of its AIOps offerings and marks a milestone in the company’s journey to support service management and customer care. The integration with ServiceNow signifies a shared goal of driving value for customers in the digital business era. InvestingPro analysis indicates RADCOM maintains a GREAT overall financial health score, with particularly strong growth metrics. For detailed financial analysis and additional insights, investors can access more than 30 exclusive ProTips and metrics available on InvestingPro.

The information provided is based on a press release statement from RADCOM Ltd.

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