Austria’s T-Mobile Selects touchpoint™ Customer Experience Management Solution
Austrian operator adopting customer-centric solution to optimise the subscriber customer experience
Dublin, 23rd November 2007 - Leading mobile communications industry software company and pioneer of Customer Experience Management (CEM), Arantech, has been awarded a contract by T-Mobile Austria to implement its touchpoint CEM solution across the operator’s 3.5-million subscriber network.
T-Mobile Austria will use the touchpoint solution to monitor the end-users’ experiences of both prepaid and postpaid subscribers, as they make use of the operator’s full range of voice and data services and brand offerings. Also included as part of the contract, a host of consultancy services will be provided by Arantech to aid in the integration of touchpoint within T-Mobile’s Service Management organisation.
Touchpoint will provide the operator with a real-time, customer-centric view of its end-users’ experiences when and where they interact with the network. Touchpoint continually measures the actual end-user experiences of all subscribers within an operator’s network, in real time. The software ‘looks at’ all customer transactions, at certain points, across business and operational platforms. This process allows complete customer experience profiles to be built, enabling proactive management of subscriber bases and identification of customer experience gaps.
Touchpoint will enable T-Mobile to proactively manage its subscriber base and identify and measure experience gaps for individuals or groups of individuals, through monitoring the lifecycle experience of every customer at any point. By helping to close these gaps, touchpoint can significantly increase revenue and improve a user’s satisfaction with an operator brand.
Stefan Schutting, Vice President of Service Management at T-Mobile Austria, said, “touchpoint gives us a major opportunity to introduce a new, revenue-generating/revenue-saving process that not only boosts our bottom line but does so through customer-centric management that will lead to subscriber loyalty and an increase in service usage. This is extremely important as we roll out some of the most advanced technologies and platforms on our network, which, in turn, will support the delivery of the latest, desirable mobile services and content available.”
Brendan McDonagh, Arantech CEO, said, “The vision T-Mobile Austria has in adopting touchpoint, shows they recognise the benefits that can be derived by optimising the subscriber experience using CEM. Putting their end customers at the centre of their business will help them differentiate themselves in the Austrian market, by proactively managing their customers, which will automatically lead to improved customer loyalty and retention. We look forward to further developing our relationship with this dynamic, very important customer and are delighted to be associated with T-Mobile Austria.”
Notes for editors
About CEM and touchpoint
Founded in 1999, Arantech is the premier provider of Customer Experience Management (CEM) systems to communications service providers worldwide.
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 revenue and operational practice issues or network issues.
Arantech has defined CEM as the ability to proactively monitor and manage, in real time, the lifecycle experience of every customer that comes into contact with the business and operational platforms of a communications provider. CEM manages the experience of an entire brand offering, monitoring customers at every point where they touch the business.
touchpoint is Arantech’s CEM solution that delivers actionable business and technical options that enable mobile operators to proactively monitor and manage customers, providing a 360-degree view of all customers, all the time, in real time, over any network or device, 24x7.
touchpoint provides a simple proactive approach to first-line customer management and selling, supporting any network, service or device type, through its touchpoint 360-degree 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.
Arantech is the customer experience management specialist within the wireless industry, and is actively broadening its reach into other channels of digital service delivery, such as fixed-line broadband and mobile convergence.
About Arantech – www.arantech.com
Headquartered in Dublin, Ireland, Arantech supplies its touchpoint solution 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 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.
About T-Mobile Austria – www.t-mobile.at
T-Mobile Austria has established itself as a successful driving force on the Austrian mobile communications market.
Customer service is at the heart of the company’s ethos. In developing its projects and solutions, T-Mobile Austria emphasises user-friendliness founded upon technological progress and development. The company’s international outlook allows T-Mobile customers to benefit from a wide range of products and services, both at home and abroad, which can be used internationally as well as on the domestic network. tele.ring is a wholly-owned subsidiary of T-Mobile Austria. tele.ring is the price leader on the Austrian mobile communications market.
T-Mobile Austria is a subsidiary of T-Mobile International, the mobile communications arm of Deutsche Telekom AG and one of the world’s largest telecommunications companies.
For more information, contact:
Tel: +353 1 210 0100
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