A leading analyst firm insight report investigates how CSPs could improve the monitoring of the customer's end-to-end experience

London, UK - October 14, 2011: Ontology Systems (www.ontology.com), the semantic search technology provider for Enterprise Data Alignment, has been recognised in a new Gartner report: ‘Market Insight: Improving CSP Customer Experience with New Monitoring Solutions’* which investigates the market for "customer experience monitoring" (CXM) solutions for communications service providers (CSPs) - defining the term, listing the players and looking at what is driving the market.

The report finds that many communications service providers (CSPs) have discovered the financial benefits of improving the customer's experience and are looking to gain further competitive edge with new initiatives. However, CSPs will require an on-going stream of new customer experience improvements to set them apart from their competitors - and Gartner expect CXM to form part of the delivery of these improvements.

Benedict Enweani, CEO and founder of Ontology Systems, commented: “Gartner clearly recognises the challenges faced by CSPs in leveraging their OSS/BSS to better understand and manage customers. Ontology 3 was designed to enable CSPs to search and align valuable knowledge from their customer, service and network data that is distributed across their operational, business and infrastructure systems.”

Enweani continued: “We believe inclusion in a second Gartner report** focused on CEM within a month is a great affirmation of our product and a huge testament to the benefits we have delivered to our CSP customers.”

Four key finding of the report are:

    CXM solutions often form one part of a vendor's "customer experience management" product set - providing the customer insight that other elements of the solution then act on.

    Future solutions will increasingly tie together data from across CSP back-office systems and potentially from equipment outside of the CSP.

    To date, most CXM solutions have focused on solving the most pressing CSP issues such as the monitoring of mobile broadband and video quality to ensure good basic customer experience around these bandwidth-hungry new services.

    Gartner expect some CXM vendors to become aggregators — collating and analyzing data from multiple operations support system (OSS) and business support system (BSS) sources to provide an improved single view of the customer's experience to the CSP.

The report is available to Gartner clients at www.gartner.com

Gartner, Inc. *Market Insight: Improving CSP Customer Experience with New Monitoring Solutions, Charlotte Patrick, et al, September 27, 2011; **Market Trends: Worldwide, OSS and BSS Help Bridge the Customer Experience Gap, 2011, Martina Kurth, Nobert J. Scholz, September 1, 2011.

For further information about Ontology Systems and its product, Ontology 3, or to arrange a meeting with an Ontology representative, please visit www.ontology.com.