Operators seek to improve subscriber user experience with network optimisation
Helsinki, Finland, 5 October 2015, Sotelma, the fixed line operator in Mali, has chosen Accanto Systems, an established provider of customer experience management (CEM) and advanced analytics, to help the company improve its subscriber user experience for mobile voice services. The solution will provide Sotelma with real-time voice service monitoring; end-to-end voice service troubleshooting; and OSS integration for service supervision, including alarms and business intelligence reporting, all visible through customized real-time dashboards.
Sotelma provides services including local telephony, international telephony, and Internet to millions subscribers. With the user experience an increasingly important factor in customer retention, Sotelma recognised that by using Accanto’s iCEM, the Operator can identify the issues on the network and prioritise the maintenance based on business value. In doing so, Accanto’s software helps to increase the end user experience, improve customer loyalty and free up more time for Sotelma to be able to identify opportunities to grow their customer business.
Named as one of eight vendors uniquely positioned to provide comprehensive CEM solutions in a recent Gartner report, Accanto views CEM as a strategy that should sit across a number of Operator departments, from the customer-facing call centre to network operations. Taking information from multiple data sources from network probes to the customer handset enables Accanto to provide the Operator with a unique and comprehensive view of the customer.
Jarkko Multanen, CEO, Accanto Systems, comments, “It is vital for Operators to put the customer at the heart of operations, and great to see organisations such as Sotelma doing just that. The CEM space has changed; it’s now about going beyond transaction-based data and instead evaluating experienced-based data to identify where the highest valued customers really are and where network investments should be prioritized. I can say with certainty that those organisations that embrace it will reap the rewards.”
