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mobilkom austria looks to Arantech to help drive revenue gains
Arantech, leading provider of Customer Experience Management (CEM) software, has announced that it has signed an agreement with mobilkom austria, the #1 market leading operator in Austria for wireless services including voice and GPRS. Under the agreement, mobilkom austria will deploy Arantech's CEM platform, Aranassure, enabling it to optimise customer experience across its network of close to 3.3 million subscribers and tap into new revenue gains through increased customer satisfaction and network utilisation.
mobilkom austria adopts a strong customer-centric approach in the delivery of services across its network. An essential element of this is the ability to monitor in real time, definitive customer experience both at an individual subscriber and aggregate group level. Having this critical information allows mobilkom austria detect, diagnose and resolve customer issues in a timely manner, ensuring that its customers experience the highest levels of service and network availability at all times. This in turn enables mobilkom austria open up "repressed" sources of revenues, which could be potentially lost to poor network performance and also drive revenues by enabling customer-specific Service Level Agreements (SLAs) that provide accurate and objective measures of actual customer experience.
Fritz Klinger, Head of Division Operations & Maintenance, mobilkom austria said, "As Austria's market leading wireless operator, we constantly strive to excel in the level of service we deliver to our customer base. Partnering with Arantech, we look forward to having real-time visibility into how our customers actually experience our network services, which will give us the power to respond more effectively in delivering an even higher quality of service across our network, leading to increased gains to our bottom line."
Aranassure provides complete visibility of the actual customer experience in real time both at an individual customer and customer group level. This solution will allow mobilkom austria to differentiate itself in the market by optimising customer satisfaction and by enabling SLAs that provide an objective measure of this satisfaction to corporate clients. It will also empower mobilkom austria to proactively manage unacceptable customer experiences by providing the information needed to correct problems when they occur helping drive an increase use of services, a reduction in overall network operational costs and a rise in revenue.
"With competition intensifying within the global wireless market, there is a need more than ever among operators to deliver a more enhanced customer experience across their service offerings. With the help of Aranassure, we are confident that mobilkom austria can now drive revenue gains and operational efficiencies by proactively detecting and responding to network problems and delivering customer specific SLAs that can be objectively and accurately measured," said Brendan McDonagh, Chief Executive Officer, Arantech.
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