TOUCHPOINT

touchpoint™ is the most advanced, and most deployed, customer experience management solution used by mobile operators today. It provides visibility of the end-to-end Quality-of-Experience of all your subscribers, all the time, in near-realtime. It delivers insight into your customers experience of your overall service offering, including your network, your data services and handsets. It provides the ability to identify the issues your customers experience; who was affected; where it happened; when it happened and why it happened.

touchpoint™ provides operators with the necessary information to take action and prioritise their efforts to resolve the most important problems affecting subscribers. touchpoint™ is a Tier-1 scalable solution, with a state-of-the art architecture that has been installed in some of the largest mobile operators world-wide. touchpoint™ provides up-to-date information on all subscribers, all the time and makes this information easily accessible to the key CEM stakeholders: Customer Care, Sales, Marketing and Technology.

touchpoint™ is a fully integrated CEM solution that provides a rich set of functionality including:

• Root-Cause Analysis - Drill-down for root-cause analysis, to identify what the problem is, where it happened, when it happened and who was affected
• Alerting - Pro-active alerting to notify stakeholders where degradation of experience has occurred for a corporate account, a market segment or a VIP if required.
• Multi-dimensional customer experience - The ability to view customer experience from multiple dimensions such as location, handset model, APN and Service.
• Reporting - Includes easy-to-use, template driven reports.
• Grouping - Sophisticated grouping capability to create tens-of-thousands of customer groups based on Operator defined criteria for example: corporate identity, business segment, market segment or other demographics.
• Business Intelligence - The ability to do sophisticated analysis on the historical CEM data for business intelligence purposes.
• On-line access to experience data of each individual subscriber, across all services.

touchpoint™ 360 is a configurable portal framework that provides:

• Customisable dashboards for different CEM stakeholders
• Provides targeted and relevant information to each user
• Up-to-date CEM data available on-line all the time
• Brings CEM to the desk-top of the business user

touchpoint™ MIDAS is an advanced data services monitoring solution. It provides a rich set of customer-centric data necessary to understand the experience of all subscribers using data services on the mobile network.

touchpoint™ provides business value across multiple domains such as Customer care, Network Optimisation, Handset performance, customer account management, VIP management, In-bound Roaming, Out-bound roaming, Customer-centric service quality analysis, Data service accessibility, quality and usage. These are just some examples of the proven value that touchpoint™ can deliver.