Arantech’s CEM Leadership Highlighted with Two Major Industry Awards
Singapore, 19 June, 2007 – Leading provider of Customer Experience Management (CEM) solutions to communications service providers, Arantech, (CommunicAsia 2007, Enterprise Ireland Stand 2J3-01, Hall 2), will be showcasing its touchpoint™ product during CommunicAsia 2007 in Singapore, having recently been recognised and honoured with two important industry accolades.
The first TeleManagement Forum Excellence Awards, held at the end of May, saw the category of ‘Best New OSS / BSS Product’ won by Arantech for its groundbreaking touchpoint CEM solution, which has already had a major impact within the communications industry since its launch into the market.
The TMF award recognised the products developed by OSS or BSS-related solution providers aimed at reducing the operating costs and increasing the profitability of service providers, by ensuring that a high standard of service quality is maintained as new services are rolled out. In winning, Arantech has been recognised as the supplier who has developed the best new leading edge OSS/BSS product.
In the second award, Frost & Sullivan has honoured Arantech with its ‘Global Stratecast Customer Service Assurance Innovative Product Award’, presented in recognition, once again, of the company’s touchpoint CEM solution.
Frost & Sullivan Research Analyst Nancee Ruzicka, said, “Arantech’s touchpoint provides end-to-end mobile customer management software for measuring and addressing issues that affect the service provided to customers, using real-time data transaction flows, data aggregation as well as modeling techniques to match network usage, capacity and configuration data against a customer’s service experience.”
The Stratecast Global Customer Service Assurance Innovative Product Award is presented to the company that has pioneered the development and introduction of an innovative product into the CSA market – a product that has the potential to impact the market sector in a significant way by reducing the business and technological obstacles to CSA management. This Award recognises a company’s successful technical product development that is expected to bring significant contributions to the industry in terms of adoption, change, and competitive posture.
Brendan McDonagh, Chief Executive Officer, Arantech, “We are delighted and very proud to have been selected for both these prestigious awards. For operators across the Asia-Pacific Region, this illustrates that our transformational CEM proposition is changing how communications providers are running their businesses and that this change is now becoming an industry standard. Customer experience gaps exist on every single communications network across the globe and without understanding clearly the experience of end customers, poor service usage and churn will occur.
“Through the use of touchpoint, operators across the AP Region can determine the experience of end customers and customer groups in real time, all the time. Both these industry awards illustrate that our solution and expertise is leading the industry in its understanding and use of CEM.” McDonagh concluded.
Visit Arantech at CommunicAsia 2007 in Singapore on the Enterprise Ireland Stand 2J3-01 in Hall 2
Notes for editors
About CEM and touchpoint
Arantech first identified the ‘customer experience gap’ in 2002 with its first system deployment. Controlling the customer experience gap is critical for operators to ensure customer satisfaction and reduce churn. touchpoint takes a fundamentally different approach to service quality management by showing a unique, customer-centric view of how a subscriber interacts with all operational and business platforms. It enables operators to solve customer-related errors in real time over any network, typically increasing operator revenues by between one and two percent of ARPU.
Arantech’s CEM solution radically transforms not only the way that operators service their customers but also the way their internal organisation responds to customer needs. This has made touchpoint both a catalyst for cultural change and a transformational force for its customers in terms of both revenue and operational practice issues, or network issues.
touchpoint™ provides a simple proactive approach to first-line customer management and selling, supporting any network, service or device type, through its 360-degree touchpoint desktop portal. It also enables tight integration via APIs to other BSS and OSS systems like customer care, service management, and performance management, providing these systems with a high level of customer centric capability.
touchpoint provides continual, real-time data from an individual customer level, across any service, network, or protocol for all users. As its name suggests, touchpoint can measure a customer experience across all customer ‘touch points’, e.g. network, service, provisioning, customer care. Advanced real-time alarm notification and dashboard features can be tailored around specific customer-experience measurements, while in-depth troubleshooting tools drill down to diagnose and help resolve the root cause of problems customers may be experiencing. Reporting, including graphical display features, can also be customised around specific user experience metrics, as required by an operator.
About Arantech – www.arantech.com
Headquartered in Dublin, Ireland, Arantech supplies its touchpoint™ product and a range of CEM consultancy services to help customers derive maximum benefit from their existing network, customer and service management systems. Arantech customers include mobile operators from four of the six largest mobile operator groups in the world, serving in excess of 140 million mobile subscribers. The company has offices in the USA, the UK, Japan and Australia.
For more information, contact:
Tel: +353 1 210 0100
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