![]() Progress, though, appears to have been slow - despite plenty of talk, communications service providers still have a shocking reputation for customer care, as industry research commissioned by Astellia has shown. (See OSS News: Tektronix Strikes Again!.) (See Arantech Raises $10M.)Īrantech was on to something: It was acquired in 2009 by Tektronix Communications, another company that saw the potential in helping operators enhance their customer care capabilities and which is now in the process of being snapped up by service assurance giant NetScout Systems Inc. The term "customer experience management" (CEM) first appeared on Light Reading ten years ago, when specialist vendor Arantech announced it had raised $10 million to fund its expansion so it benefit from the impending investments of mobile operators in dedicated CEM tools. ![]() French company Astellia is one of many technology suppliers in the communications sector that can be pinned with the customer experience management (CEM) badge, but while many companies have products that can be a part of an operator's CEM strategy, Astellia can claim that helping mobile operators improve their customer care and customer satisfaction ratings is at the heart of its day-to-day operations. ![]()
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