CSG International

Like Amdocs, CSG International has a long legacy in billing and business support systems (BSS) and as such can count hundreds of service providers as customers, and it has been helping these customers improve the customer experience for more than twenty years. Its customers include leading cable, wired, and wireless operators, which speaks to CSG’s broad industry expertise.

CSG’s solutions can all be used to improve the customer experience, and fall into four categories: Revenue Management, Content Management and Monetization, Customer Interaction Management, and Analytics and Intelligence. One particularly interesting tool is SingleView Customer Management, part of CSG’s Convergent Rating and Billing platform, which is used by more than 60 leading wireline, wireless, IP carriers, and Mobile Virtual Network Operators (MVNOs).

Virgin Mobile Australia selected SingleView in 2013 in order to improve the customer experience. "CSG Singleview is the core of our billing operations," said Graham Milne, Director of Technology and Delivery at Virgin Mobile Australia. "Singleview delivers exceptional flexibility and allows us to develop new services quickly in a highly competitive market."

In another example, XO Communications was able to rapidly offer innovative new services and stay ahead of competitors with CSG SingleView. CSG offers numerous additional case studies that demonstrate the power of its products on CSP operations and the customer experience.

Ericsson

With a deep telecommunications legacy as a network equipment provider and systems integrator, and as one of the world  leaders in mobile network infrastructure market, Ericsson has the customer base, toolsets, and visibility to deliver a compelling CEM solution. Naturally, the company emphasizes the strength of network data as critical to understanding, managing, and improving the customer experience. Unlike many software- or services-only shops, Ericsson can not only provide the insights but also the action. 

Ericsson recently enabled Swisscom to become one of the first operators to launch global LTE roaming, an innovative service offering that is proven to attract customers and reduce churn. In another Ericsson customer example, a Central European operator experienced a 30% reduction in order-to-cash time for residential and business services due to 90% automation of service provisioning.

Ericsson and Ericsson Consumer Lab routinely publish thought-provoking reports that are recommended reads, including Keeping Smartphone Customers Loyal, and Optimal Customer Experience.

Alcatel-Lucent

Like NSN, Alcatel-Lucent can count hundreds of service provider companies as customers thanks to its heritage as a network equipment provider. Similarly, it brings to bear native network visibility and management as one of the differentiating components of its CEM offering. Alcatel-Lucent writes that “service providers extracting intelligence from their greatest asset – the mobile network – and complimenting it with business and customer information, can enhance decision-making and return on investment.” Pipeline would certainly not argue this point.

In February 2012, AlcaLu expanded its CEM portfolio and branded it as Motive Customer Experience Solutions. Motive has been pre-designed for nearly every use case, from home devices to mobile to M2M applications. In November 2013, the solution was further strengthened with a big data analytics component, what AlcaLu calls Motive Big Network Analytics. In a press release, Karl Whitelock, Stratecast, “Alcatel-Lucent is one company that is well positioned to deliver the intelligence that operators require in order to provide reliable services, add new revenue streams, and increase customer value.”