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Customer Experience Management (CEM)

Spirent Buys CEM Specialist

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

[email protected] 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 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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