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Frost & Sullivan Lauds Arantech for its Innovative Product in the Global Customer Service Assurance Market
"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
touchpoint(TM) 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(TM) 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(TM) 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
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
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.
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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(TM) 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(TM) 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 trouble shooting 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
Headquartered in
For more information, visit www.arantech.com Contact Information Anna Lay Best Practices Promotions Co-ordinator Frost & Sullivan +49-(0)69-770-33-12 anna.lay@frost.com
SOURCE Frost & Sullivan
