Arantech Wins T-Mobile Deal

Austria's T-Mobile selects touchpoint customer experience management product

November 23, 2007

2 Min Read

DUBLIN -- Leading mobile communications industry software company and pioneer of Customer Experience Management (CEM), Arantech, has been awarded a contract by T-Mobile Austria to implement its touchpoint CEM solution across the operator’s 3.5-million subscriber network.

T-Mobile Austria will use the touchpoint solution to monitor the end-users’ experiences of both prepaid and postpaid subscribers, as they make use of the operator’s full range of voice and data services and brand offerings. Also included as part of the contract, a host of consultancy services will be provided by Arantech to aid in the integration of touchpoint within T-Mobile’s Service Management organisation.

Touchpoint will provide the operator with a real-time, customer-centric view of its end-users’ experiences when and where they interact with the network. Touchpoint continually measures the actual end-user experiences of all subscribers within an operator’s network, in real time. The software ‘looks at’ all customer transactions, at certain points, across business and operational platforms. This process allows complete customer experience profiles to be built, enabling proactive management of subscriber bases and identification of customer experience gaps.

Touchpoint will enable T-Mobile to proactively manage its subscriber base and identify and measure experience gaps for individuals or groups of individuals, through monitoring the lifecycle experience of every customer at any point. By helping to close these gaps, touchpoint can significantly increase revenue and improve a user’s satisfaction with an operator brand.

Stefan Schutting, Vice President of Service Management at T-Mobile Austria, said, “touchpoint gives us a major opportunity to introduce a new, revenue-generating/revenue-saving process that not only boosts our bottom line but does so through customer-centric management that will lead to subscriber loyalty and an increase in service usage. This is extremely important as we roll out some of the most advanced technologies and platforms on our network, which, in turn, will support the delivery of the latest, desirable mobile services and content available.”


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