This Award is presented in recognition of the company’s innovative customer experience management (CEM) solution which helps to measure and manage service provider’s customers experience in real-time, thus offering added value to mobile operators.
“Arantech’s touchpoint solution provides end-to-end mobile customer management software for measuring and addressing issues that affect the service provided to end customers,” notes Frost & Sullivan Research Analyst Ms. Nancee Ruzicka. “The system uses 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.”
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 helps identify the root cause of these experience gaps and provides a rapid insight into the overall experience of each individual subscriber, or groups of subscribers. By helping to close these gaps touchpoint can significantly increase revenue and improve a customer’s satisfaction with an operator brand.
Touchpoint defines a set of Customer Experience Indicators (CEIs) based on information from data sources across the service, network, IT infrastructure and the Internet. The system then builds a top-down end user-oriented view of all subscriber interactions with the operator’s platform, across all touchpoints, from point of sale to service and network experience.
“A key factor that has influenced Arantech’s success is its end user-focused approach, “explains Ms. Ruzicka. “This approach is based on collecting user experience data for every end user from each transaction, not deriving it from the network elements.”
Given Arantech’s short history, its penetration into the customer service assurance (CSA) market is impressive. At present, the company has 16 customers that use touchpoint, serving a total of over 140 million subscribers. Other trials are underway with large customers from the United States, Asia and Europe as well as lab trials with fixed-mobile convergence (FMC) players.
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.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
About Stratecast Partners
Founded in 1998 as a division of Frost & Sullivan, Stratecast Partners provides forward-looking strategic analysis of the communications industry. Stratecast Partners analysis empowers clients to identify new market opportunities to pursue as well as key challenges that must be overcome to achieve success. Stratecast analysis is the product of a comprehensive research effort involving analysts with significant industry experience, and is designed for usage by executives. Stratecast directly supports firms in the communications/IT industry in making decisions regarding business strategy, technology strategy, product strategy, partnership strategy, competitive positioning, and company-level messaging.
About Frost & Sullivan
Frost & Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services, and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies, and the investment community by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics.
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. dvanced 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.
Headquartered in Dublin, Ireland, Arantech (arantech.com) 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.