Dublin-based Arantech (News
), provider of touchpoint CEM solutions and CEM consultancy services, reportedly
has releasedtouchpoint openplatform. This initiative comprises an initial suite of applications and interfaces to augment existing Arantech touchpoint CEM installations by delivering open, standards-based access to core customer experience metrics.
CEM solutions enable communication service providers to gain an enhanced level of service visibility and a deeper insight into subscriber experience – safeguarding themselves against churn and ARPU decline. The company’s touchpoint CEM solution does this by building and storing real time experience customer metrics for every customer in the network which are visualized through a set of rich user interfaces and business intelligence tools. openplatform will facilitate the reach and access of this valuable customer centric data by external third party applications and other existing OSS and BSS systems.
“The concept of making underlying key performance indicators data available in an open fashion within the OSS and BSS space is a radical change to current practice,” stated James Doyle, the company’s director of marketing andproduct management. “Arantech’s real time customer centric data is hugely powerful and transformational to existing business applications and processes. openplatform is our way making this data available to a broader range of stakeholders, systems and applications within CSPs to help them build new business value.”
openplatform is initially being released with two components; ProAction and ProData.
openplatform ProAction allows non-network-technical users to capture, analyze and act upon customer experience events of interest to them in near real time – providing powerful ‘zero-call’, find-and-fix solutions to common customer experience problems, implementing legislated or product messaging, or streaming data from these events to business intelligence and up-sell engines where they can be leveraged into business value.
openplatform ProData is a web service interface to facilitate open, standards-based application-level access to experience KPIs.
The openplatform suite extends the reach of CEM metrics across all interested parties in the organization – bringing with it an understanding of actual customer experience and making the operator’s business processes truly customer centric.
Janet Li is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Michael Dinan