Customer Experience Management

Technology Overview:

With the deployment of new technology network of the Telco Operators to provide more services to their customers and attracting new subscriber with the promise of giving top of the class services, a system is must be implemented inorder to make sure that the subscriber network experience is guaranteed and services is delivered as promised.. A customer experience management (CEM) is needed.

Product Information:

EXFO XTRACT is an open analytic platform delivering real time end-to-end (E2E) services and network life cycle management.

Application of Product:

Telco Operators

Special Feature of the Product:

Automated service delivery and validation
  • Service flow automation
  • E2E Service modeling
  • Flexible Dashboard and Reporting module
Service impact analysis
  • Problem prioritization
  • Root cause analysis
  • Cross Domain Correlation
Predictive Analytics
  • Real-Time data
  • Historical trending
Resources Optimization
  • Capacity Management Planning & Optimization
  • Operational Efficiency
Leveraging data from multiple sources
  • Field instruments
  • Test Probes
  • Network Equipment
  • Inventory Management System

Product Information:

To succeed in digital services almost every customer touchpoint needs to become a personalized, digital, self-service experience.  However, unifying touchpoints is only the beginning.  Transparency and consistency are just as critical in establishing trust with your customer.

Creating transparency means being proactive when service quality falters, ensuring what the customer is being charged is fair and understandable, and that the customer has visibility into the service options that meet their needs.

Consistency means the customer’s interaction with your brand transcends your lines of business.  Today, a customer can be a mobile or TV customer, an owner of a business, or an early adopter of new digital services – like connected cars.  Consistency in engagement is critical.

Pragmatically, this means that siloed systems need to be centralized so that a holistic view of the customer across all of their services can be achieved.  You need a strategy and the technology to unify all customer touchpoints and to link the “front office” with the “back office” in order to make transparency possible.

Once systems are centralized, analytics can be integrated to better understand how your customers are engaging with your brand across services, how to ensure new services are properly targeted, and to drive increased automation into your operation to make all this possible in a responsive and timely way.

Pragmatically, this means that siloed systems need to be centralized so that a holistic view of the customer across all of their services can be achieved.  You need a strategy and the technology to unify all customer touchpoints and to link the “front office” with the “back office” in order to make transparency possible.

Once systems are centralized, analytics can be integrated to better understand how your customers are engaging with your brand across services, how to ensure new services are properly targeted, and to drive increased automation into your operation to make all this possible in a responsive and timely way.

Application of Product:

Telco Operators

Special Feature of the Product:

Omni-channel  and Self-service capabilities that allow B2B and B2C customers and partners to order, configure and customize products and services on-demand; reducing time-to-market lowering support costs and improving the customer’s experience.

Unified Customer & Partner Management – single platform to simplify, accelerate and automate procedures associated with managing customers, products, partners and sales.

Centralized Product Management –unified Product Catalog for managing offers, products, services and resources for both customers and partners

Customer-centric service management leveraging advanced analytics to improve customer experience.

Real-time visibility into operations to increase user responsiveness and improve organizational agility.

Experienced team of consultantswith more than 20 years in customer and operations management.


If you wish to know more about our Customer Experience Management, contact us to schedule a short exploratory meeting. Click here…