Anritsu today announced that its eoPath A-CEM and eoFinder Browse Customer Care Interface service assurance products have been chosen by XL Axiata, which with almost 40 million customers is Indonesia’s fastest growing operator.
With Anritsu’s eoPath A-CEM application, XL Axiata is able to gain better insight into customer behaviour and service experience, thereby pinpointing the exact needs of customer groups. To supplement the CEM tool, XL Axiata will use Anritsu’s Customer Care Interface application to provide fast and accurate responses to customer enquiries and an easy way to escalate problems that require deeper analysis to resolve.
The combination of these tools gives XL Axiata a more coherent solution for customer oriented support that integrates network operations and the customer care centre. These user-friendly tools will enable XL Axiata’s customer care agents to ensure correct identification of customer issues, ensure improved problem escalation and enhance the customer’s perceived quality of support.
“After a side-by-side comparison with a leading competitor, XL Axiata selected our solution as best to meet their requirements. This acknowledges Anritsu’s leading position in CCI and CEM”, said Gerald Ostheimer, Managing Director Anritsu A/S. He continued, “We are proud to be supporting XL Axiata’s desire to offer the best possible customer experience.”
“We want to have deep insight into our customers’ service experience. Being in a highly competitive, almost saturated market, it is vital for us to increase the average revenue per user and minimise churn among the highest spending customers. We want to provide the best possible customer experience, and Anritsu’s CEM and CCI applications give us the visibility we need to achieve this goal,” said Mr. Ongki Kurniawan, Director/Chief Service Management Officer at XL Axiata.
About Anritsu Corporation
Anritsu Corporation (www.anritsu.com) has been a provider of innovative communications solutions for more than 110 years. The company's solution portfolio includes test and measurement solutions and service assurance solutions that address the technology lifecycle from R&D and lab testing, to operational support systems for in-service network monitoring and service assurance. The test and measurement solutions include wireless, optical, microwave/RF and digital instruments that can be used during R&D, manufacturing, installation, and maintenance. Anritsu also provides precision microwave/RF components, optical devices, and high-speed devices for embedment into communication products and systems.
Anritsu’s award winning service assurance solutions offer an integrated portfolio of applications combining network monitoring and optimization with a unique suite of service intelligence solutions for service and customer experience management. As a long-time leader in 3G solutions, Anritsu is committed to supporting the delivery of next-generation networks, addressing emerging technologies such as LTE, HSPA Evolution, MIMO, WiMAX and high-speed optical and IP networks. Anritsu sells in more than 90 countries worldwide with approximately 4,000 employees.
About XL Axiata
PT. XL. Axiata Tbk. (XL) was established in 1989 and is owned by Axiata Group Berhad (86.5%), one of the largest cellular players in the Asia Pacific region, Emirates Telecommunications Corporation Ltd. International Indonesia (13.3%), Middle East and Africa largest cellular provider, and the public (0.2%). Starting commercial operations in 1996, XL Axiata is currently one of the leading & highest-growing mobile & cellular services providers in Indonesia, serving 31.4 million subscribers across the country by the end of 2009.
The company focuses on 2 core business aspects: Consumer Solutions – aimed to provide cellular telephony services of high quality and coverage to the mass market, and Business Solutions – directed to provide highly reliable & efficient data & communications solutions for the corporate market.
XL Axiata has continuously proved itself to be a pioneer in delivering cutting-edge technologies to the telecommunications market in the country, launching the first and highest speed 3G-HSDPA (High Speed Downlink Packet Access) and more recently, through its various ground-breaking BlackBerry packages and applications. To better serve the international market, XL Axiata has also developed strong partnerships with more than 357 international providers in over 140 countries.
Through its corporate values : Integrity, Teamwork and Service Excellence, XL Axiata is committed to continuously enhance its capabilities, in efforts to be the preferred telecommunications provider in Indonesia, providing extensive coverage and quality, anytime and anywhere.
For more information contact
Anritsu Service Assurance Division, Global Marketing and Product Management Director
Tel: +45 72 11 22 00
Fax: +45 72 11 2210
Mr. Ongki Kurniawan
XL Axiata, Director/Chief Service Management Officer
Tel. +62 21 576 1881
Fax. +62 21 576 1880