Dear Reader,

As communications service providers (CSPs) continue to commit vast amounts of money trying to differentiate their competitive offerings to keep up with changing times, how many actually stop to listen to and learn from the real behaviour of their customers?

Mature CSPs have long-since recognized the value of understanding their customers as the latter tend to experience the satisfaction (or not) of particular services. This has resulted in the emergence of Customer Experience Management (CEM), or solutions that enable CSPs to gain a user's perspective of their customer experience. In so doing, CSPs can better tailor their marketing campaigns, service offerings, customer support and network operations for maximum customer "stickiness".

CEM and Revenue Assurance (RA) are intimately related. Both require access to customer data for deep inspection, and both can process and handle vast quantities of data for analysis and investigation. Fraud Management (FM) is part of the family too. Already today a clear case exists for a multi-purpose platform with component applications encompassing RA, CEM, and RA.

Having the ability to re-purpose platforms to manage data effectively across the enterprise will not only lower costs and optimize processes, but will support more informed decision making. This is particularly true of smaller and emerging market CSPs which have yet to realize their full potential, and make for happier customers.

Please visit our website for more information on how to optimize your business.

http://www.xintec.com

We look forward to your visit!

Sean Killeen

CEO

XINTEC S.A.