Accanto Systems releases the new version of iCEM, enhancing the capability to process significantly more traffic and data volumes. The iCEM 6.0 which is ready for deployment, includes four key redesigned applications: QoE Driven Operations, Customer Experience Analytics, Network Analytics, and Customer Care. Each application is aligned with improving process in order to capture and extend the customer lifecycle. It also offers a simple pathway for existing Accanto customers to migrate from the iCSA assurance platform, ensuring that the existing feature-rich functionality is not lost, but improved and enhanced to create a solution that provides further value.
According to Accanto, the iCEM QoE Driven Operations Application that provides the foundation for iCEM, is a key differentiator to the product. It comprises content processing, as well as calculations required for customer experience management and business analytics. QoE Driven Operations calculates the Quality of Experience Index (QoE Index) for all deployed services and for each subscriber. Once it has identified a drop in QoE, it sources the location of the problem and identifies the root cause. It then simulates a path to an improved QoE and generates recommendations for the Operator.
Together, the four applications, provide a powerful CEM platform which enable telecoms operators to focus on the highest return areas of their business, while unprofitable customers case be managed accordingly, it added.