Arantech's “Touchpoint(TM)” Continues To Transform Telecoms Experience

Published 11th September 2006

Reveals true experience for individuals and identifies hidden problems and revenue opportunities...

Dublin, IRELAND– 11th September, 2006
Arantech, pioneer in telecoms Customer Experience Management (CEM), today announced it had won its first deal for its touchpoint(TM) platform in the US with a large CDMA wireless operator. touchpoint, formally known as aranassure, is the only solution available on the market that can measure all individual customers' actual experience, all of the time, in real time. The software looks at all customer transactions across business and operational platforms in real time allowing a complete customer experience profile to be built. The solution can proactively identify customer experience gaps in service usage, provisioning and billing that exist in today’s mobile networks. By helping to close these gaps touchpoint can significantly increase revenue and improve quality. touchpoint is deployed in 14 mobile networks in Europe and Asia including some of the largest operators such as Vodafone and Orange.

“This deal is important for us as it enables us to position CEM in the US market and builds on the huge success we have been having in Europe and Asia,” says James Doyle, VP Marketing. “Our software is more of a business decision support tool than a typical OSS management tool. It not only helps identify quality problems with service usage, it also enables operators to measure brand performance, assist in their strategic decisions and provide immediate business value.” He added, “We enable operators to see their network and services through the eyes of their customers.”

Brendan McDonagh, CEO, Arantech observed: “We have noticed that the tide has started to turn against traditional network centric solutions. CEM has really started to gain traction especially with the larger operators, and this should become more evident over the next few months.”

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 1% to 2% of ARPU.

touchpoint provides real-time data at an individual customer level, across any service, network or protocol for all customers, all of the time in real-time. touchpoint, as its name suggests, can measure a customer experience across all customer touch points: network, service, provisioning, customer care etc. 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 and graphing features can also be customised around specific customer experience metrics as required by the operator.






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