Key CEM market trends report examines Telcos.
Aito Technologies, a provider of customer experience analytics (CEA) for communication service providers (CSPs), is included as an emerging vendor in a new Gartner report titled: ‘Market Trends: Worldwide, OSS and BSS Help Bridge the Customer Experience Gap, 2011’.
The report analyses how CSPs need to be able to manage infrastructure across fixed and mobile technologies, across resources, customers and services to allow for unified customer management.
Anssi Tauriainen, CEO of Aito Technologies commented:
“Gartner understands how ready CSPs’ existing operations support system (OSS) and business support system (BSS) infrastructures are to manage the need to gain better insights into customer behaviour and act on them. We are pleased to be included in the report.”
“We also understand the challenges faced by CSPs when they seek to improve the understanding of their customer. Our goal is to help CSPs maximise customer experience and lifetime value by enabling improved business, operations, product, sales, marketing, and customer care performance. Core concepts of our product, Aito CEA include the ability to rapidly unify business, network, product and customer data for real-time analysis, discovery and reporting.”
Market Trends: Worldwide, OSS and BSS Help Bridge the Customer Experience Gap, 2011 – Key findings:
CSPs give top priority to customer experience improvement initiatives as a means to retain customers, reduce churn, stimulate usage and attract new customers based on user recommendations.
Customer experience should prompt CSPs to remove organizational and systems silos between OSS and BSS, and CRM.
Network-facing OSS and customer-facing BSS and CRM systems need to work in a federated fashion to positively affect the quality of experience.
CSPs need to exploit the wealth of technical and commercial data they possess, cohesively shared as part of enterprise wide initiatives.