& cplSiteName &

Spirent Buys CEM Specialist

Ray Le Maistre
2/18/2014
50%
50%

Spirent is re-energizing its service assurance business with the acquisition of DAX, a Matawan, N.J., customer experience management system specialist, for $37 million. (See Spirent Buys DAX.)

Spirent Communications plc is best known for its test and measurement tools, but it still generates some revenue -- less than 10%, or about $30 million to $40 million per year at current run rates -- from its OSS/BSS unit. (See Spirent Tests VoLTE in the Labs, As 4G Boosts Anite, Spirent Suffers, and Spirent Dumps Its CEO.)

Now the unit is set to gain firepower from DAX Technologies Corp. The privately owned company has developed a customer management system called InTouch that collects and analyzes data from network elements, probes, and OSS/BSS systems to provide customer experience and service quality metrics.

Spirent said in a press release that it sees an opportunity to offer service providers a mix of tools and products that "combine measurements and data from its solutions in the lab and in live networks" to provide a more rounded view of the quality of service customers are experiencing from applications such as VoLTE.

Spirent did not provide revenue figures for DAX, but it said the company generated a pretax profit of $6.8 million in 2013.

— Ray Le Maistre, Editor-in-Chief, Light Reading

(2)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
Ray@LR
100%
0%
Ray@LR,
User Rank: Blogger
2/19/2014 | 3:27:17 AM
Re: CEM should go beyond the network
I think Richard Branson, with the successful launch of Virgin Mobile in the UK more than a decade ago, showed that the right customer support strategy was pretty much all you needed to create a positive perception of the service experienced by end users -- how else could Virgin Mobile score better than T-Mobile UK in terms of customer ratings regarding coverage, connectivity etc when they both used the same physical network?
theschnack
100%
0%
theschnack,
User Rank: Moderator
2/18/2014 | 2:12:16 PM
CEM should go beyond the network
Just making the statement (my personal, not professional, opinion) that as a consumer, dropped calls, poor connects, etc. contribute to the customer experience - but are far from the only contributors.
Featured Video
From The Founder
Light Reading founder Steve Saunders talks with VMware's Shekar Ayyar, who explains why cloud architectures are becoming more distributed, what that means for workloads, and why telcos can still be significant cloud services players.
Flash Poll
Upcoming Live Events
May 14-16, 2018, Austin Convention Center
May 14, 2018, Brazos Hall, Austin, Texas
September 24-26, 2018, Westin Westminster, Denver
October 9, 2018, The Westin Times Square, New York
October 23, 2018, Georgia World Congress Centre, Atlanta, GA
November 7-8, 2018, London, United Kingdom
November 8, 2018, The Montcalm by Marble Arch, London
November 15, 2018, The Westin Times Square, New York
December 4-6, 2018, Lisbon, Portugal
All Upcoming Live Events
Hot Topics
I'm Back for the Future of Communications
Phil Harvey, US News Editor, 4/20/2018
BDAC Blowback – Ex-Chair Arrested
Mari Silbey, Senior Editor, Cable/Video, 4/17/2018
Verizon: Lack of Interoperability, Consistency Slows Automation
Carol Wilson, Editor-at-large, 4/18/2018
AT&T Exec Dishes That He's Not So Hot on Rival-Partner Comcast
Mari Silbey, Senior Editor, Cable/Video, 4/19/2018
Facebook Hearings Were the TIP of the Data Iceberg
Dan Jones, Mobile Editor, 4/20/2018
Animals with Phones
I Heard There Was a Dresscode... Click Here
Live Digital Audio

A CSP's digital transformation involves so much more than technology. Crucial – and often most challenging – is the cultural transformation that goes along with it. As Sigma's Chief Technology Officer, Catherine Michel has extensive experience with technology as she leads the company's entire product portfolio and strategy. But she's also no stranger to merging technology and culture, having taken a company — Tribold — from inception to acquisition (by Sigma in 2013), and she continues to advise service providers on how to drive their own transformations. This impressive female leader and vocal advocate for other women in the industry will join Women in Comms for a live radio show to discuss all things digital transformation, including the cultural transformation that goes along with it.

Like Us on Facebook
Twitter Feed