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Aricent and Monolith Software Debut Customer Experience Management Solution for Mobile Operators

November 11, 2011

Aricent, a technology services company, and Monolith Software, a unified infrastructure management software provider, announced the launch of a solution for mobile operators to offer better subscriber experience.

The solution combines Aricent’s expertise in customer experience management (CEM) combined with Monolith’s advances in network monitoring and management.

The joint solution is expected to assist mobile operators visualize immediate and detailed context around service-related issues. It allows customer service agents to resolve customer issues efficiently.

The new joint solution leverages Web-mapping services such as Google Maps. It also allows mobile service providers to identify their customers’ service interruption issues and trends, improving service while helping to reduce customer turnover.

"Aricent believes in providing innovative solutions to operators to create an agile IT environment, that allows them to achieve and sustain competitive advantages," said Patrick Joggerst, executive vice president and general manager at Aricent, in a statement.

"The Aricent and Monolith Software approach empowers wireless providers with full visibility into service delivery, which is a key driver to create compelling experiences for subscribers," Joggerst added.

The combined offering enables mobile operators to better understand data relationships in a complex wireless environment and to proactively visualize deteriorating service.

"A large carrier will produce one billion metrics every 15 minutes that need to be analyzed to ensure quality service. But these metrics are often locked into silos and not accessible," said Jeff Parker, president and co-founder, Monolith Software.

Recently, Axxcelera Broadband Wireless, a data networking company that develops telecom platform deployment technology and solutions, announced its partnership with Aricent to deliver superior mobile broadband experience.

The agreement enables Axxcelera to license Aricent's eNodeB software framework and combine it with its hardware to develop innovative, standards compliant LTE eNodeB software frameworks.

Rajani Baburajan is a contributing editor for ContactCenterSolutions. To read more of Rajani's articles, please visit her columnist page.

Edited by Jennifer Russell

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