Amdocs

Amdocs calls itself “the leading provider of customer experience systems and service,” and with hundreds of service provider customers worldwide, this statement is likely true. Amdocs offers a full suite of customer management solutions that tackle every problem a CSP is likely to encounter. As a pioneer in BSS and OSS, the company has been managing experiences since the 1980s, but it introduced its Customer Experience Solutions (CES) suite in January 2008.

The latest integrated product suite from Amdocs is CES 9.1, which adds new social care, small and medium-sized business (SMB), and multi-play capabilities, enables service providers to give customers control of their experience across any channel, network, service or device. Amdocs recently introduced Smart Net, an intelligent Wi-Fi offload solutions, and Smart Cell Placement, a new solution that identifies poor customer experience hotspots in order to improve wireless network planning.

Another newer component is Amdocs Business Building Blocks, which are designed to reduce time to market. These building blocks are essentially pre-integrated and pre-tested software functionality designed to support specific business needs. Adding to its portfolio, in 2013, Amdocs acquired Actix and Celcite, two complementary purchases that give Amdocs additional capabilities in RAN analytics, geo-location, and mobile network optimization.

"As far as the end customer is concerned, communication services today are not about the network technology or even the device, it’s about the experience and the lifestyle they enable," said Rebecca Prudhomme, vice president of product and solutions marketing at Amdocs. "Customers expect these services to be social, immediate and to reflect their multiple, daily life personas, without any restrictions as to when and how to consume these services. With the introduction of CES 9.1, Amdocs enables service providers to holistically manage the customer experience, meeting their subscribers’ real-time requirements, expectations and needs."

Nokia Solutions and Networks

Since parting ways with Siemens and re-branding  as Nokia Solutions and Networks, NSN has doubled down on CEM, aiming to enable CSPs to deliver “1 gigabyte of personalized mobile data per day per user profitably.” After providing effective CEM solutions for its service provider customers for years, NSN brought its tools together into a comprehensive CEM services suite in October, 2013. The suite features pre-integrated software products such as Serve atOnce Device Manager, the market-leading device management software, Serve atOnce Traffica, a real-time traffic visibility product used by 160 operators, and CEM on Demand, a portal that unifies data from many sources and expresses it visually as experience insights.

By leveraging its deep visibility into network infrastructure and ongoing innovations in mobile broadband, NSN offers unique CEM solutions to the market. NSN has enabled its customers to realize tangible benefits from their CEM investments. According to the company, a European operator used CEM on Demand to identify and address subscribers about to change operator, reducing its churn rate for this target segment from 10% to 1% in three months. Recent wins include a deal with Beijing Mobile and an award for CEM Innovation of the Year.

“Our new CEM Service Suite is an end-to-end approach to navigating the many options and technologies available and to identifying and implementing the right solution for the operator’s current needs,” said Santeri Jussila, head of Customer Insight and Experience at NSN. “Operators can now choose CEM solutions that will grow with their strategy and evolving subscriber demands.”