Alltel Wireless has announced that it will be using Touchpoint, a piece of customer experience management (CEM) software manufactured by Arantech, a company that specializes in CEM products for telecommunications companies. Touchpoint promises better insight into individual customer needs and rapid tracking of problems like dropped calls and service outages. Alltel, a rumored Verizon Wireless, will be using the monitoring software to assess the quality of its customer service and pinpoint areas where improvement is needed.
The announcement was made in conjunction with thetrade show in Orlando, Fla. Alltel, which specializes in rural markets, is the first U.S. carrier to sign such a deal with Arantech, which is based in Ireland and has satellite offices in Boston, Mass., as well as in the U.K., Japan and Australia. Currently, Arantech has inked deals with several international carriers such as Vodafone, Orange and Swisscom.