Shannon Development are an Irish state development agency of the Rep. of Ireland with responsibility for the mid-west of the country.

The funds will assist Accendo to continue to build its global sales and marketing presence. To date the company has established a sales partner in the US and Asia-Pacific region. The funding will also be directed into further research and development efforts, enabling Accendo to launch its first commercial trial in the US and the EU in 2005.

“We invested in Accendo due to its market orientated management team and the uniqueness of their CEM solution”, said Michelle O’Grady, Shannon Development. “Today the tools employed by operators are not suited to providing the level of information they need to understand and manage each customers’ wireless service experience. Accendo’s CEM solution enables operators to meet these new challenges.”

“Customer retention is one of the biggest challenges faced by today’s wireless operators, and in order to improve loyalty, managers at all levels in the organisation must understand how end-users perceive each call,” said Oliver Daniels, CEO at Accendo. ”Our CEM product range provides operators with the tools required to tackle problems such as service quality and customer care, ultimately reducing churn and increasing ARPU (average revenue per user).”

Customer Experience Management is a new market category that is evolving in the wireless operator space as a result of the move from network centric to customer centric business performance modelling. CEM today can be viewed as a natural evolution of the sum of several discrete components that currently make up the Service Assurance market. CEM tools enable operators to understand and manage individual customer experiences and includes an OSS component that integrates service quality, network quality, billing/customer care and CRM.

Accendo also offers a comprehensive CEM service based on its unique technologies. This is aimed at wireless operators interested in auditing their 2G or 3G voice and data services, or monitoring a defined geographic location or high value customer group for an agreed period.

MForum.ru about Accendo Technologies

Accendo Technologies is focused on the development of Customer Experience Management (CEM) solutions for the global mobile market. Accendo is the first company to develop a solution that provides a comprehensive record of each customers experience for every service transaction on the mobile phone network. This enables mobile operators to proactively enhance the customers experience in real-time and therefore increases customer loyalty and profitability.

Accendo also provides a range of professional services for clients in the ICT industry such as Avocent, Tellabs and Tecnomen. The Accendo management team consists of experienced professionals within the telecommunications industry coming from companies such as Tellabs, Fujitsu, Motorola, ADC, Nortel and Ericsson.
The company has offices in Ireland, the UK and sales partners in the US and Asia-Pacific.

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