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Enterprise Value Awards - SBC Communications Inc.

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There have been small technical challenges in adapting ECOSystems to accommodate different terminologies at the various SBC subsidiaries. But there has been no significant user resistance, executives say. "It's been kind of a Nirvana system," says Edward Glotzbach, SBC's CIO and executive vice president. "Not only was ECOSystems not that expensive to deploy, but it's also proven extremely useful, and everyone loves [IT] for it." To Glotzbach, the field acceptance of ECOSystems gives IT a business-side credibility it can leverage in future projects. "When you can improve the quality of life of the employee serving the customer, that always makes IT a hero," he says.

Next, developers want to incorporate artificial intelligence technologies to make ECOSystems respond not just to current network conditions but also to something that engineers can do today only through guesswork: Anticipate and plan for future demand capacities. "This system tells me where I'm at with today's network, but I want it to tell me what I can do in the future," Yates says. "That won't be easy." But it also can't be as hard as life before ECOSystems.

Executive Editor Tom Field can be contacted at tfield@cio.com.

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