To extend the reach of customer experience analytics (CEA) to global markets, Espoo, Finland-based Aito Technologies Oy, a provider of CEA, has formed a strategic partnership with Anritsu A/S, a global provider of testing, monitoring and management tools for advanced and converged networks.
As a result, this will allow Anritsu (News - Alert) to offer sophisticated CEA tools integrated with its existing MasterClaw product suite, which will provide operators and service providers with an accurate and holistic view of subscribers based on their experience, service usage and profitability.
By integrating CEA tools into the MasterClaw framework, Anritsu adds a layer of analysis that complements its existing customer experience management (CEM) portfolio, which currently focuses on real-time monitoring of customer experience. The analytical view provided by CEA tools give valuable insight into the experience, usage and revenue generated by the subscribers, according to Aito. With easy access to quality business information, service providers can track a customer’s experience of network services, remove business bottlenecks and identify up-sell opportunities, added Aito.
For strategic planning and business development, in-depth analysis of subscriber behavior has become critical to operators and service providers. With the integration of CEA tools to the MasterClaw platform, a wider set of users – from network operations and account management to business managers and marketing teams – will be in a position to access critical business information based on the experience and usage patterns of subscribers, the partners argued.
The information is gathered from a combination of disparate sources including network traffic, billing information and the CRM and network data already collected by Anritsu. The partnership has allowed the deployment to be a simple plug-in to the MastercClaw system so that these tools can be up and running quickly, ready to produce accurate data practically overnight, stated Aito.
In a statement, Aito Technologies’ (News - Alert) CEO Anssi Tauriainen commented, “We have pioneered the use of CEA tools that provide an end-to-end view of the customer experience and the demand for these types of analytics is rapidly increasing. This is because operators and service providers require intelligence that will give them an insight into the customer behavior, and how that information can be used to improve the quality of services, reduce churn on their networks and generate new revenues. Our new relationship with Anritsu represents a significant development for the company and it will also allow Anritsu to meet the growing demand for in-depth analysis of the customer experience.”
He added, “The partnership will drive the expansion of CEA in global markets and it will allow Aito to increase its foothold in the market as a provider of a new breed of analytics.”
In another statement, Neil Tomlinson, global marketing and product management director for Anritsu Service Assurance Division, noted, “The fixed line and mobile industries are rapidly becoming more complex due to the increase in demand for data and broadband services. Our existing network monitoring solutions provide operators with performance management, troubleshooting and customer experience management for their networks. Through the addition of the Aito CEA tools, we can now provide our customers with a clear understanding of subscriber behavior and usage across a range of services, and the impact that is having on their revenue streams.”