BACKGROUND: GTE Corporation is one of the world's largest telecommunications companies and a leading provider of integrated telecommunications services. Currently serving 21 million local phone customers in 28 states, GTE also provides long-distance service in all 50 states, as well as telecommunication services in Canada and South America. In 1998, GTE posted revenues of $25.5 billion.

PLATFORMS: GTE Corporation runs Televyze from on Windows 3.11 and Windows 95 clients, AIX, HP-UX, Sun and Windows NT servers.

PROBLEM SOLVED: Televyze tracks provisioning/maintenance activity from the division down to individual employee performance. This analytical application allows GTE to uncover the root causes of issues and quickly solve them. In addition, Televyze is used by the marketing department to tailor offerings to specific customer segments and locations.

PRODUCT FUNCTIONALITY: Televyze allows complex operational analysis to be viewed in interactive, easy-to-read charts and graphs in a format called a briefing board. Clicking on specific charts or graphs in the briefing board allows users to drill down for further levels of details. GTE uses Televyze to track cycle time, uncovering the patterns and reasons behind missed deadlines and target performance goals. The drill-down feature allows GTE to go below the surface of a problem and explore the root causes. Televyze is valuable in helping first-line managers coach employees and help them improve their performance. For example, one employee may be completing jobs faster than a second employee. By drilling down, Televyze can show that the second employee is actually doing a more thorough job. The Televyze briefing board shows that the jobs completed by the first employee are generating more trouble tickets than the second. GTE management uses Televyze in this way to gain a balanced picture of an employee's performance.

STRENGTHS: Televyze has a unique ability to combine data from multiple sources (legacy mainframes, RDBMSs, switching devices, operational support systems, Excel spreadsheets, etc.). GTE maintains several legacy systems, and the data from these systems is fed to Televyze for analysis. Its flexibility is in distributing results in an easy-to-read briefing board format. Daily summaries and reports of GTE's maintenance and provisioning activities are displayed in charts, tables and graphs. Results are presented in a standard template. Individual users have the ability to create their own customized briefing boards.

WEAKNESSES: Legacy files must be loaded daily; however, the files could be read on a real-time basis should GTE wish to do so in the future.

SELECTION CRITERIA: Televyze's ease of use and functionality can't be beat by either in-house development or other similar products in the marketplace. The ROI is based on the increased productivity of a manager's time. Instead of making reports, managers are now able to be proactive and act quickly based on Televyze's easy-to-read, real- time briefing boards.

DELIVERABLES: The Televyze briefing boards provide a consistent view of data, yet give users the freedom to perform ad hoc analyses. GTE distributes performance information in a standard briefing board. GTE executives, managers and employees may customize their personal briefing board to highlight aspects of the data most relevant to their function.

VENDOR SUPPORT: and GTE worked jointly to create a customized training package for GTE in addition to the standard Televyze product training.'s product support call center staff is knowledgeable and provides personalized service (no phone menu systems). Regular product upgrades and patches are available both through the support center and the support Web site.

DOCUMENTATION: Product documentation is available in hard copy or on CD-ROM. The documentation set includes a technical guided tour, a brief tutorial to introduce new users to the product and a programmers guide for those responsible for developing analytical rules for new briefing boards.

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