My apologies in advance for asking a rather "low-brow" question. What software is available/recommended for NOC contact management? I assume that big networks use CRM type stuff (probably heavily customized), integrated into the OSS and other operational systems. What about for the rest of the world? Is there any decent (free, proprietary, or home-grown) software that can do contact management justice (either as a complete package or integration of multiple packages), supporting features like: - contact information refresh (regularly verify contact information via electronic or triggered human interaction, dealing with failed notification attempts)? - complex notification (ie per-event customized notification by affected device/region/service, notification to customer-selected method based on type and urgency of notice) - customer-friendly subscription management (including multiple notification methods) and notification archiving - notification SLA's (ie re-sending multiple timed notices when required, tracking notifications for auditing, etc) - efficiently managing multiple conduits for notification (email, alpha pager, text-to-voice/scripted call center, RSS feed, Web archives/posting) - enforcing consistency in notifications (ie form-/ rule-based notification creation and validation, notification review/authorization prior to distribution) - handling feedback from notifications (handling customer responses, tracking viewing and/or reading of notifications, measuring effectiveness of notifications) - other important features? I know that some of these features are built into products like HPOV. Do they fill the needs of large network operators? What software do you use to manage customer notifications? Thanks. Pete.