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.
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, 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.
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