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For media & analyst relations enquiries, please contact:
Annette Rochford
Marketing Manager
Tel: +353 1 210 0100
E-mail: arochford@arantech.com

Providing telecom operators with the customer experience data they need to resist churn and explore new revenue streams

Dublin, Ireland, February 2nd 2010 – Arantech, telecommunication software provider and recognized leader in the field of Customer Experience Management (CEM), has announced the release of touchpoint openplatform™. This initiative comprises an initial suite of applications and interfaces to augment existing Arantech touchpoint™ CEM installations by delivering open, standards-based access to core customer experience metrics.
 
CEM solutions enable Communication Service Providers (CSPs) to gain an enhanced level of service visibility and a deeper insight into subscriber experience – safeguarding themselves against churn and ARPU decline. Arantech’s widely deployed and award winning* touchpoint CEM solution does this by building and storing real time experience customer metrics for every customer in the network which are visualized through a set of rich user interfaces and business intelligence tools. openplatform will facilitate the reach and access of this valuable customer centric data by external third party applications and other existing OSS and BSS systems.
 
“The concept of making underlying Key Performance Indicators (KPI) data available in an open fashion within the OSS and BSS space is a radical change to current practice” states James Doyle, Arantech’s Director of Marketing & Product Management. “Arantech’s real time customer centric data is hugely powerful and transformational to existing business applications and processes. openplatform is our way making this data available to a broader range of stakeholders, systems and applications within CSPs to help them build new business value.”

 
openplatform is initially being released with two components; ProAction and ProData.
 
openplatform ProAction, allows non-network-technical users to capture, analyze and act upon customer experience events of interest to them in near real time – providing powerful ‘zero-call’, find-and-fix solutions to common customer experience problems, implementing legislated or product messaging, or streaming data from these events to business intelligence and up-sell engines where they can be leveraged into business value.
 
openplatform ProData is a web service interface to facilitate open, standards-based application-level access to experience KPIs.
 
The openplatform suite extends the reach of CEM metrics across all interested parties in the organization – bringing with it an understanding of actual customer experience and making the operator’s business processes truly customer centric.



Leading Customer Experience Management Solutions Strengthen Network Intelligence Solutions Portfolio.

Richardson, Texas, April 7, 2009 –Tektronix Communications, a leading worldwide provider of Communications Test and Network Intelligence Solutions, today announced that it has acquired Arantech, the leading provider of Customer Experience Management (CEM) solutions for wireless communications providers. The terms of the acquisition are not being disclosed.

Mobile carriers today are seeing a rapid increase in the use of smart phones, which is driving increased use of wireless data services. In order to identify new revenue opportunities and to more efficiently resolve service problems, carriers desire a more complete view of the user experience. Arantech is a leading supplier of CEM solutions that manage the customer experience gap – the difference between what traditional network management systems see and what customers actually experience.

“Addressing the customer experience gap is a critical component of the Arantech strategy and managing this gap is a top priority for carriers,” said Rich McBee, President, Tektronix Communications. “Together, the two companies will offer the most innovative, scalable customer experience management and monitoring solutions available today. By managing and optimizing the network from the customer perspective, carriers will be able to proactively build enhanced loyalty, strengthen their brand and increase revenue.”

Tektronix Communications has significant presence in the global wireless market with a worldwide support infrastructure and a strong financial position to enable continued growth for Arantech. In addition, Arantech further strengthens Tektronix Communications’ Network Intelligence solution set by broadening the suite of applications offered to wireless operators around the world.

Arantech will continue to operate as an Arantech branded, stand-alone line of business within the Tektronix Communications’ Network Intelligence Solutions portfolio. Their solutions will remain equipment-vendor independent and will continue to work with any vendors’ installed probes, including those from Tektronix Communications. In addition, Arantech will retain its own dedicated sales and services organization, R&D, marketing and product development.

About Tektronix Communications

Tektronix Communications provides network operators and equipment manufacturers around the world an unparalleled suite of network diagnostics and management solutions for fixed, mobile, IP and converged multi-service networks. This comprehensive set of solutions support a range of architectures and applications such as LTE, fixed mobile convergence, IMS, broadband wireless access, WiMAX, VoIP and triple play, including IPTV. Tektronix Communications is headquartered in Richardson, Texas. Learn more about the company’s test, measurement and network monitoring solutions by visiting www.tektronixcommunications.com

About Arantech

Headquartered in Dublin, Ireland, Arantech supplies its touchpoint and Customer World solutions and a range of CEM consultancy services to help its customers derive maximum benefit from their existing network, customer and service management systems.

Arantech’s CEM solutions provide mobile operators with a unique customer Insight, a rich experience discovery and enable them to take proactive Management action on real time experience events. All our products deliver a rapid and strong ROI by identifying customer-centric issues (‘the experience gap’) in real time and enable behavioural segmentation of their customer base which today is not possible through existing Operational and Business Support Systems (B/OSS). More information can be found at www.arantech.com

Arantech has 33 customers including mobile operators from four out of the six largest mobile operator groups in the world, serving in excess of 300 million mobile subscribers.

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Tektronix is a registered trademark of Tektronix, Inc. All other trade names referenced are the service marks, trademarks or registered trademarks of their respective companies.



Dublin, Ireland – February, 2009 – M1 the highly innovative mobile service provider in Singapore, made a decision to follow up its investment in Arantech’s Customer Experience Management (CEM) touchpoint™ system with a second phase expansion to cover Voice and SMS services.

M1 have already gained valuable real time insight into their data service usage since touchpoint™ became operational earlier this year and this has helped them address customer centric problems which were previously unseen.

“The decision to further invest in touchpoint™ was made much easier for us following a successful first phase project” said Patrick Scodeller CTO of M1. “We see Arantech and their Customer Experience Management systems as a key part of our overall strategy to deliver a proactive Customer Centric organisation” he added.

touchpoint™ can proactively monitor and manage the lifecycle experience of every customer in real time as they come into contact with the business and operational platforms of a mobile carrier (customer touchpoints). These insights deliver a strong and rapid ROI and enable the customer to transform their business management around the customer, rather than the network.

“This deal represents an important cornerstone in our overall global growth strategy”, said Brendan McDonnagh CEO Arantech. “We see M1 as thought leaders within Mobile and this success should help us build within the Asian Market.”

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Singapore office to support Arantech's growing Asia-Pacific CEM customer base

Dublin/Singapore, 24th April 2008 - Leading mobile communications industry software company and pioneer of Customer Experience Management (CEM), Arantech, has opened a regional office in Singapore, which will support the company's rapid expansion to keep pace with the global mobile industry's rapidly increasing understanding and use of CEM.

The Singapore office will be responsible for regional sales and handling regional client enquiries for both existing and future customers in the Asia-Pacific (AP) region.

Headed by Regional Director for the Asia Pacific, Simon Hudson, the office staff will include Anthony Hogan, Technical Director (APAC), who has eight years of experience in the AP region. Previously at Arantech Japan, where he managed the roll-out of the company's CEM system, touchpoint, into Softbank's UMTS network, Hogan will be part of the Singapore pre-sales team covering the AP region.

Simon Hudson, commented, "Centralising a key sales team in Singapore gives Arantech a distinct advantage, as the country is a hub for the whole Asia Pacific. Both existing and potential customers in the region are really starting to understand the CEM concept and what it means in terms of customer satisfaction, increased revenues and service quality assurance.

"Having a local presence," Hudson added, "sends out the right message to operators that we are serious about the Asia-Pacific Region and are here to stay in order to help local operators take advantage of the surge in CEM uptake that has already gripped the rest of the world."

Brendan McDonagh, Arantech CEO, said, "The mobile industry's use of customer-centric CEM solutions and processes is growing at a fast rate. The understanding of what a CEM implementation can mean for their networks is increasing amongst regional Asia-Pacific operators and now is an ideal time to open this regional office."

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Innovative operator becomes first SE Asian MNO to adopt CEM.

Dublin, Ireland - 24 April, 2008 - Pioneer in telecoms Customer Experience Management (CEM), Arantech, has received an order from Singapore mobile operator, M1, for the implementation of Arantech's touchpoint™ CEM solution. The Arantech system will be commercially operational on the M1 network by the middle of this year, making M1 the first SE Asian mobile network operator (MNO) to establish a CEM solution as a key, revenue-generating business process on its network.

Initially, touchpoint™ will be used to monitor the end-user experiences of subscribers as they make use of M1's data services across the 2.5G/3G and HSDPA networks. Extensive stakeholder evaluations were undertaken by M1 before deciding to adopt the touchpoint CEM solution, which it believes will make a significant and positive difference to its customer-centric strategy, operations and revenues.

M1 operates in the highly competitive Singapore market and provides high-speed mobile voice and data services, as well as an HSPDA enabled mobile Broadband service, which enables extra fast mobile web access for its subscribers. The operator is a pioneer of mobile innovation and has adopted this strategy in order to differentiate itself from the competition.

CEO OF M1, Neil Montefiore, said:, "M1 wishes to proactively identify customer issues, which will now be possible in near real time using the Arantech system, helping us to further establish ourselves as an innovative and customer-centric operator in our service offerings and customer care.

"A major benefit of the touchpoint system is that it enables us to respond to such issues in an appropriate and timely manner, thus ensuring that our customers enjoy our range of innovative services at the optimum level," Montefiore added.

Brendan McDonagh, Arantech CEO, added, "This is the first win for Arantech in SE Asia and we are delighted to be working with such a pioneering and innovative operator in the region. Using touchpoint, M1 will now be able to fully understand the needs and issues of each customer, thus significantly differentiating itself within the Singapore marketplace. touchpoint™ will ensure that M1 can provide a best-in-class, real-time customer-centric service support capability to all its subscribers, whoever they are. This, coupled with the revenue-generating and churn-reduction potential that touchpoint brings with it, will enable M1 to fully reap the benefits of a customer-centric strategy. We look forward to embarking on this new partnership with M1," McDonagh concluded.

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