19th September 2022
Boston, MA - AwareX announced today that the AwareX Digital Customer Engagement Suite has received TM Forum Customer Experience Management (CEM) Conformance Certification for business-critical customer journeys.
The Customer Experience Management framework and guidelines is a critical component of the TM Forum’s blueprint for enabling successful digital customer engagement and ecosystem journey simplification.
“We have been driven by a passionate belief in the need for massively improved customer engagement in Telecom and related industries,” said Michael Matthews, Founder and CEO of AwareX. “We have championed the work of the TM Forum for over 20 years, strongly believing that adoption of the core frameworks and assets would ultimately lead to certification of end-to-end customer engagement journeys. In doing so we have created a new class of rapidly deployable solutions for any Service Provider genuinely seeking to pursue transformative customer engagement business outcomes.”
This certification and AwareX’s receipt of the highest conformance rating of their customer engagement journeys has brought together, for the first time, the TM Forum CEM Maturity Model Experience dimension with the TM Forum’s Open APIs, Business Process Framework (eTOM), and Open Digital Architecture (ODA) frameworks and assets. This provides a shared language and focus to the Service Provider enabling them to accelerate a transformative customer engagement business outcome.
“Delivering enhanced customer experience has always been one of the most important drivers of digital transformation in our industry,” commented Andy Tiller, EVP for Products and Services at TM Forum. “Through our collaborative R&D projects, TM Forum members have co-created blueprints and frameworks to support this objective, and we are delighted to certify a high-quality implementation in AwareX’s Digital Customer Engagement Suite.”
TM Forum CEM underpins each AwareX uncomplicated digital engagement with CEM conformant pre-built customer journeys. The breadth of the scope in the certification evaluation is more far reaching than any other TM Forum CEM Certified vendor and clearly demonstrates AwareX as an innovative leader in the domain of CEM and digital customer engagement.
“Customers expect a frictionless experience across all Digital Touchpoints with their Service Provider. AwareX’s comprehensive library of Digital Touchpoints, communications-centric customer engagement journeys, and Open APIs coupled with eTOM and ODA alignment enables Service Providers to overcome silos and legacy systems to provide their subscribers with a consistent, personalized, and intentional digital experience.” said Michelle Nowak, AwareX Head of Product Management
Stop by booth 326 at Digital Transformation World to learn more about the AwareX Customer Engagement Suite 8.0. Just visit the booth or book a meeting with us (insert link here).
AwareX is transforming the way Service Providers engage with their customers. Through the only cloud-native Digital Customer Engagement Suite designed for the communication industry, AwareX enables communication service providers to offer consistent, personalized, and intentional experiences to their customers via their channel of choice – resulting in improved retention, lower cost of support, and increased add-on revenue. Visit www.awarex.com to learn more.