The iCEM proactively neutralizes anomalies that could occur in the network and lowers the potential discontent among important customers
MOUNTAIN VIEW, California, Oct. 28, 2015 /PRNewswire/ -- Based on its recent analysis of the customer experience management (CEM) market, Frost & Sullivan recognizes Accanto Systems with the 2015 Global Frost & Sullivan Award for Product Leadership. Accanto Systems' intelligent CEM (iCEM) is a comprehensive set of tools that are connected to probe-based and probe-agnostic network monitoring and analysis systems. The product proactively monitors and analyzes the network infrastructure to offer customers enhanced quality of experience (QoE) and quality of service (QoS) on the network.
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Network operators leverage iCEM to understand the actual QoE perceived by the end user by measuring key performance indicators (KPIs) from at least five data sources—the core network, the radio network, the service itself, the end user, and the end user's device. The individual QoE metrics are then fed into the system's algorithm, which computes technical promoter scores (TPS) for those individuals. The TPS represents the actual network quality that is near real time, which is then compared with the net promoter scores (NPS) obtained through surveys dispatched to end users.
The difference in values between the NPS and TPS, if any, is numerically brought to a minimum through network planning and optimization methods that include enhanced customer experience analytics, root cause analysis, and recommendations that will enhance QoE and QoS metrics. The product grades each customer based on parameters such as type (enterprise, residential) and the average revenue generated by the user.
The user interface incorporated into the iCEM product provides engineers with a single comprehensive view of the network's performance. The geo-location interface enables a schematic representation of customer experience in real time within a particular geographic location. The degree of importance associated with each customer is color coded. For instance, red pixels represent VIP customers that are dissatisfied with their network quality.
"By comparing network data with historic information, network engineers can create a pattern and predict future events on the network with a high rate of accuracy," said Frost & Sullivan Research Analyst Rohan Joy Thomas. "In addition, probable causes for disruption in normal situations are listed automatically, along with the degree of impact they might have on the network."
In line with its focus on QoS and QoE, Accanto Systems partnered with Actian Corporation, a specialist in Big Data analytics, to present end users with an improved database. By generating more than 1.4 million measurements per second through a single server, the system significantly reduces the amount of hardware required and the capital investment associated with procuring such hardware.
Actian's Vector solution is one of many solutions from various third-party vendors that have successfully integrated into the iCEM product suite. By leveraging Big Data technologies with its own solution, Accanto Systems can offer its users unparalleled scalability. Furthermore, partnerships with network monitoring participants such as NetScout Systems allow operators to assimilate information using NetScout probes and feed it into the iCEM solution for further processing and a more accurate computation of QoE.
"A trend that is gaining relevance is the shift from a traditional customer relationship to one built on mutual partnerships," noted Thomas. "The high degree of versatility demonstrated by each engineer at Accanto Systems, in addition to its cumulative cross-domain expertise of more than 60 years helps it assist end users better and ensure they obtain the most out of its product."
Over the years, Accanto Systems' success has been recognized through many accolades, and the company has acquired an impressive list of network operators. At present, it caters to a number of Tier I network operators, including Elisa, the Vodafone Group and Orange. With its unwavering ability to deliver superior customer experience enhancement solutions, Accanto Systems' clientele of top-tier network operators is set to expand over the years.
Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality, gaining rapid acceptance in the market. The award recognizes the quality of the solution and the customer value enhancements it enables.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.
About Accanto Systems
Accanto provides Advanced Analytics and CEM solutions to Telecommunications Operators in order to optimize the network and customer experience. Accanto's iCEM product suite uniquely analyzes customer, network and handset-based data, turning network-centric monitoring into customer-centric operations and creating a single view of the customer across all Operator departments.
Accanto provides actionable insight for mobile and fixed line operators with use cases that include: Optimized Network Planning; Super SOC; Advanced Monitoring and Troubleshooting; Customer Behavioral Analytics; Proactive Customer Care; Billing and Revenue Assurance; and more.
Accanto is headquartered in Finland and has more than 40 customers worldwide.
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