NICE Systems

Perhaps one of the earliest adopters of the CEM moniker, NICE Systems has been marketing Customer Experience Management tools since 2000. Back in 2000, the editors of Computer Telephony magazine wrote, “Their new CEM initiative is based on a few key trends that NICE seems to be perceiving more clearly than its competitors.”

NICE has been steadily growing since then, and was recently named one of the world’s most innovative companies by Fast Company. According to NICE, it’s CSP customers have seen real results after implementing its CEM products. Key proof points include:

• AT&T: Gained real-time insight into all attendance data and improved system wide schedule accuracy
• BT Business: Increased customer feedback by 150% from previous methods, and improved Net Promoter Index (NPI) scores by 38 points
• Bell Canada: Enhanced customer satisfaction and retention by bringing voice of the customer metrics to all levels of the organization
• Everything Everywhere: Leveraged Performance Management to improve Net Promoter Score by 27 points and agent performance by 12%

Pulling from its legacy in voice recording, NICE Systems CEM solutions focus on capturing, analyzing, understanding and acting on the voice of the customer. It markets these solutions as Customer Interaction Management.

Comarch

Poland-based Comarch brings the strength of an integrated BSS and OSS offering to its CEM solution set. The company has been serving the telecommunications industry since 1993, and was Named by Gartner as a vendor to watch in a 2012 report on CEM.

Łukasz Mendyk, OSS Product Manager at Comarch, explained why connecting back office and front office improves CEM solutions. “CEM is a broad term and the right approach to it must assume a holistic view of the customer. This requires combining information traditionally managed in the CRM system with pro-active capabilities of network and service assurance that can detect network problems impacting customer services.  This is why pre-integration of traditionally split BSS and OSS functions is needed to allow CSPs to make sure that even low-level technical processes contribute to improved customer satisfaction and customer experience.”

Comarch recently published a report, revealing, among other interesting data, that 43 percent of mobile operators still lack an integrated CEM program.

ZTE

While primarily known for manufacturing network equipment and devices, China-based ZTE has been inching its way into the software game. In October, 2013, ZTE launched UniCare CEM, a customer lifecycle management solution.

Yang Jiaxiao, general manager of ZTE's Service Business Department, explained the product in a press release. “ZTE has concentrated its resources to develop UniCare CEM to analyze users’ behaviors and the factors that affect user experience based on deep investigations and integrate advanced technologies, including big data technology, intelligent analysis technology and deep packet inspection technology. This system helps operators improve their NPS and contributes to improving their revenue and profitability.”