Lucent delves into network management

Fierce competition for customers and churn reduction is forcing wireless operators to maintain high-quality networks. Lucent Technologies hopes to latch onto the trend by creating a new venture that offers wireless performance management products. The venture, to be called WatchMark, will consist of the assets of WatchMark, acquired by Lucent from MediaOne International, and Lucent's own wireless performance management software unit.

"We'll draw on the resources of both companies to maintain a venture with a strong competitive edge," said Tom Uhlman, president of Lucent's new ventures group. This is the twelfth venture for that division and the first company to be acquired by the group.

WatchMark hopes to address the need for quality in today's wireless networks. "Just good infrastructure is not enough," said Steve Roberts, president and CEO of WatchMark. Operators must better deploy resources to lower their cost per call, he said.

"Network quality and cost have both proved to be the key complaints and issues for customers churning," said Craig Ellingsworth, senior analyst for The Yankee Group's wireless mobile group. Performance management software can help operators fight churn.

WatchMark's solutions are unique because they are open, flexible and easy-to-use, said Roberts. With WatchMark tools, CEOs, salespeople, customer service representatives and technicians can access data such as inventory, performance, usage and customer profiles via the Internet or intranets.

Lucent intends to include the software in its mobile switching centers. "It adds to Lucent's portfolio another tool in terms of being able to offer turnkey systems," Ellingsworth said. Network management will become even more important in the wireless world when data services grow more widespread, he said. Operators will need to closely monitor their networks to determine where flow problems are occurring, he added.

WatchMark will keep its headquarters in Bellevue, Wash. Customers have included PrimeCo Personal Communications, AirTouch, Cellular One and One 2 One in the United Kingdom.