Latest news with #CustomerExperienceManagement
Cision Canada
13-06-2025
- Business
- Cision Canada
Wavelo Earns TM Forum Customer Experience Management Conformance Certification, Reinforcing its Leadership in Event-Driven Telecom Solutions
TORONTO, June 13, 2025 /CNW/ - Wavelo —a global leader in event-driven software solutions for telecom—announced today that its Wavelo Solution Suite has achieved the TM Forum Customer Experience Management (CEM) Conformance Certification. Wavelo firmly believes the future of telecom lies in event-driven architecture, and this esteemed certification validates the company's alignment with industry best practices. It also affirms Wavelo's expertise in enabling real-time operations, delivering transformative customer experiences, and unlocking new revenue opportunities through modern solutions designed for seamless system integration. "Core to our mission of simplifying telecom for operators is an event-driven approach to streamlining interoperability with legacy systems," said Justin Reilly, CEO of Wavelo. "This certification reinforces our position as the industry leader for event-driven systems within the Open Digital Architecture (ODA) Canvas. We are delighted to continue partnering with the TM Forum to accelerate the industry's shift towards real-time outcomes in BSS/OSS." The certification and Wavelo's receipt of the highest conformance rating involves a rigorous assessment by TM Forum, a leading global industry association for service providers and their suppliers. This ensures that Wavelo's solutions adhere to established industry standards and frameworks, including TM Forum's Open APIs, Business Process Framework (eTOM), and Open Digital Architecture. Central to the Wavelo Solution Suite is its event-driven architecture. Designed to modernize legacy systems, it effortlessly integrates and automates diverse business and operational systems within existing infrastructures. This enables Communication Service Providers (CSPs) to respond to customer actions—such as service orders, payments, and support needs—in real time. The architecture empowers CSPs to deliver responsive, personalized experiences while improving operational efficiency, aligning closely with TM Forum's vision for customer-centric digital transformation. "TM Forum is pleased to certify Wavelo's Solution Suite for real-time digital ecosystems," said Andy Tiller, EVP for Products and Services at TM Forum. "This certification verifies that Wavelo's event-driven customer journeys are aligned with the TM Forum ODA standards and best practices designed to enhance customer satisfaction through real-time engagement and personalization, improving customer experience and loyalty." This certification marks a significant milestone for Wavelo as it prepares to showcase its event-driven solutions at DTW Ignite in June 2025, reinforcing its commitment to innovation in the telecom industry. To learn more, please visit: About Wavelo Wavelo, a subsidiary of Tucows (NASDAQ: TCX, TSX: TC), empowers communications service providers worldwide with a suite of cloud-based, data-forward software solutions designed to solve the telecom industry's most persistent challenges. Engineered to provide extraordinary agility and flexibility, our platform seamlessly connects and automates disparate business and operational systems within operators' existing infrastructures. We're redefining telecom operations to help providers focus on providing a transformative customer experience. Learn more at About Tucows Tucows helps connect more people to the benefit of internet access through communications service technology, domain services, and fiber-optic internet infrastructure. Ting ( delivers fixed fiber Internet access with outstanding customer support. Wavelo ( is a telecommunications software suite for service providers that simplifies the management of mobile and internet network access; provisioning, billing and subscription; developer tools; and more. Tucows Domains ( manages approximately 24 million domain names and millions of value-added services through a global reseller network of over 35,000 web hosts and ISPs. Hover ( makes it easy for individuals and small businesses to manage their domain names and email addresses. More information can be found on Tucows' corporate website ( Tucows, Ting, Wavelo, and Hover are registered trademarks of Tucows Inc. or its subsidiaries. About TM Forum TM Forum is a global alliance of telco and tech companies, leading the industry in defining the building blocks for new operating models, impactful new partnerships, and advanced software platforms. TM Forum helps its members unlock the value of data to create nearly endless opportunities for players across the communications ecosystem. At DTW Ignite, Innovate, Accelerate and Collaboration events, TM Forum provides a platform for industry change-makers to share groundbreaking innovation, market developments, product launches and business transformation journeys. We are the only industry body to count the world's top 10 CSPs and all the key hyperscalers as active, strategic members. With over 800 members, we are on a mission to reinvent the telco industry as a vibrant part of the digital landscape – and a driving force in shaping its future. To find out more, visit:
Yahoo
13-06-2025
- Business
- Yahoo
Wavelo Earns TM Forum Customer Experience Management Conformance Certification, Reinforcing its Leadership in Event-Driven Telecom Solutions
TORONTO, June 13, 2025 /CNW/ - Wavelo—a global leader in event-driven software solutions for telecom—announced today that its Wavelo Solution Suite has achieved the TM Forum Customer Experience Management (CEM) Conformance Certification. Wavelo firmly believes the future of telecom lies in event-driven architecture, and this esteemed certification validates the company's alignment with industry best practices. It also affirms Wavelo's expertise in enabling real-time operations, delivering transformative customer experiences, and unlocking new revenue opportunities through modern solutions designed for seamless system integration. "Core to our mission of simplifying telecom for operators is an event-driven approach to streamlining interoperability with legacy systems," said Justin Reilly, CEO of Wavelo. "This certification reinforces our position as the industry leader for event-driven systems within the Open Digital Architecture (ODA) Canvas. We are delighted to continue partnering with the TM Forum to accelerate the industry's shift towards real-time outcomes in BSS/OSS." The certification and Wavelo's receipt of the highest conformance rating involves a rigorous assessment by TM Forum, a leading global industry association for service providers and their suppliers. This ensures that Wavelo's solutions adhere to established industry standards and frameworks, including TM Forum's Open APIs, Business Process Framework (eTOM), and Open Digital Architecture. Central to the Wavelo Solution Suite is its event-driven architecture. Designed to modernize legacy systems, it effortlessly integrates and automates diverse business and operational systems within existing infrastructures. This enables Communication Service Providers (CSPs) to respond to customer actions—such as service orders, payments, and support needs—in real time. The architecture empowers CSPs to deliver responsive, personalized experiences while improving operational efficiency, aligning closely with TM Forum's vision for customer-centric digital transformation. "TM Forum is pleased to certify Wavelo's Solution Suite for real-time digital ecosystems," said Andy Tiller, EVP for Products and Services at TM Forum. "This certification verifies that Wavelo's event-driven customer journeys are aligned with the TM Forum ODA standards and best practices designed to enhance customer satisfaction through real-time engagement and personalization, improving customer experience and loyalty." This certification marks a significant milestone for Wavelo as it prepares to showcase its event-driven solutions at DTW Ignite in June 2025, reinforcing its commitment to innovation in the telecom industry. To learn more, please visit: About Wavelo Wavelo, a subsidiary of Tucows (NASDAQ: TCX, TSX: TC), empowers communications service providers worldwide with a suite of cloud-based, data-forward software solutions designed to solve the telecom industry's most persistent challenges. Engineered to provide extraordinary agility and flexibility, our platform seamlessly connects and automates disparate business and operational systems within operators' existing infrastructures. We're redefining telecom operations to help providers focus on providing a transformative customer experience. Learn more at About Tucows Tucows helps connect more people to the benefit of internet access through communications service technology, domain services, and fiber-optic internet infrastructure. Ting ( delivers fixed fiber Internet access with outstanding customer support. Wavelo ( is a telecommunications software suite for service providers that simplifies the management of mobile and internet network access; provisioning, billing and subscription; developer tools; and more. Tucows Domains ( manages approximately 24 million domain names and millions of value-added services through a global reseller network of over 35,000 web hosts and ISPs. Hover ( makes it easy for individuals and small businesses to manage their domain names and email addresses. More information can be found on Tucows' corporate website ( Tucows, Ting, Wavelo, and Hover are registered trademarks of Tucows Inc. or its subsidiaries. About TM Forum TM Forum is a global alliance of telco and tech companies, leading the industry in defining the building blocks for new operating models, impactful new partnerships, and advanced software platforms. TM Forum helps its members unlock the value of data to create nearly endless opportunities for players across the communications ecosystem. At DTW Ignite, Innovate, Accelerate and Collaboration events, TM Forum provides a platform for industry change-makers to share groundbreaking innovation, market developments, product launches and business transformation journeys. We are the only industry body to count the world's top 10 CSPs and all the key hyperscalers as active, strategic members. With over 800 members, we are on a mission to reinvent the telco industry as a vibrant part of the digital landscape – and a driving force in shaping its future. To find out more, visit: View original content to download multimedia: SOURCE Wavelo View original content to download multimedia:
Business Wire
06-06-2025
- Business
- Business Wire
Software Suites, AI Reshaping Customer Experience, ISG Says
STAMFORD, Conn.--(BUSINESS WIRE)--The increasing integration of applications for managing customer experience (CX) is changing how enterprises monitor, understand and improve interactions and relationships with their customers, according to new research from global AI-centered technology research and advisory firm Information Services Group (ISG) (Nasdaq: III). New ISG research says most companies view CX as essential, but use a wide range of strategies and tools to operate, analyze and improve it. By 2027, most CXM suites will include components that combine analytics, AI and customer data integration. Share The ISG Buyers Guides™ for Customer Experience Management, produced by ISG Software Research, provide rankings and ratings of 29 software providers and their products for governing and optimizing customer experience across all channels. The research finds that most companies view CX as essential, but they use a wide range of different strategies and tools to operate, analyze and improve it. Traditionally, customer relationship management (CRM) and contact center processes have been dispersed across organizations. In recent years, enterprises are starting to take a more centralized approach to CX using customer experience management (CXM) software, which combines applications on a common platform so organizations can view and control customer activity across departments, the reports say. Software providers are making this possible by synthesizing functions, packaging together previously separate systems for managing interactions and influencing customer behavior. A key benefit of combining CX software into a single platform is consistency and continuity around data collection and metrics, ISG says. This allows enterprises to transcend the separate metrics used by each department, achieving a more holistic view. 'By 2027, we expect most CXM suites, by default, will include components that combine analytics, AI and customer data integration,' said Keith Dawson, director of research, customer experience, ISG Software Research. 'This will make them increasingly essential to providing great customer experience.' CXM software is evolving rapidly, so each suite has different strengths depending on its components and on the traditional expertise of the provider, the reports say. Providers of contact center, CRM and marketing software have been assembling CXM suites. The platforms include tools for functions that may include customer data, contact center interaction handling, knowledge management and customer journey management (CJM). ISG expects providers to fill out their suites over time, converging on five core functional areas that every CXM suite should include: interaction handling, resource management, workflow automation, insights and analysis and CJM. Interaction handling includes both traditional call-center voice interactions and digital customer contact channels. CJM turns the passive act of responding to service calls into a deliberate effort to optimize customer experiences and relationships, the reports say. By mapping the customer journey or lifecycle, enterprises may identify moments of influence when they can generate more business or turn customers into advocates. CJM includes software for personalizing interactions and managing proactive sales and marketing efforts. Enterprises should evaluate CXM suites based on how they manage and measure customer behavior, whether they can give senior management a useful overview of the customer base and how easily they can be expanded into software segments related to other departments and processes, ISG says. For its 2025 Buyers Guides for Customer Experience Management, ISG evaluated software providers across three platform categories — Customer Experience Management, Customer Journey Management and Knowledge Management — and produced a separate Buyers Guide for each. A total of 29 providers were assessed: Adobe, Braze, CSG, CallMiner, eGain, Emplifi, Exotel, Freshworks, Gainsight, Genesys, HubSpot, Insider, Medallia, Microsoft, MoEngage, Netcore, Nextiva, NICE, Oracle, Qualtrics, Salesforce, SAP, SAS, ServiceNow, Sprinklr, SugarCRM, Verint, Zendesk and Zoho. ISG Software Research ranks software providers on seven performance categories. Five are product-related: usability, manageability, reliability, capability and adaptability. Two are customer assurance-related: validation and total cost of ownership and return on investment (TCO/ROI). Providers ranked in the top three for each performance category are named Leaders. Within each platform category, those with the most Leader rankings are named Overall Leaders. The Overall Leaders of the 2025 Buyers Guides for Customer Experience Management were the following: Customer Experience Management: Salesforce earned the highest overall rating, followed by Verint and NICE. Salesforce was designated a Leader in four categories, NICE in six categories and Verint in two categories. Adobe, Emplifi, Freshworks, Gainsight, Genesys, HubSpot, Microsoft, SAP, ServiceNow, Sprinklr, Zendesk and Zoho were also rated Exemplary. Netcore, SAS and SugarCRM were rated Innovative. Customer Journey Management: Salesforce was rated highest overall, followed by Oracle and Verint. Salesforce was named a Leader in four categories and Verint in one category. Adobe, Emplifi, Freshworks, Gainsight, Genesys, HubSpot, Microsoft, NICE, SAP, ServiceNow, Sprinklr, Zendesk and Zoho were also rated Exemplary. Netcore, SAS and SugarCRM were rated Innovative. Knowledge Management: Verint earned the highest overall rating. Salesforce was second highest, followed closely by ServiceNow. Of the top three providers, Verint was designated a Leader in two categories, Salesforce in four and ServiceNow in six. Adobe, Emplifi, Genesys, NICE, Oracle, Sprinklr, Zendesk and Zoho were also rated Exemplary. No providers were rated Innovative. 'CXM suites are evolving into platforms of great utility and variety,' said Mark Smith, partner and chief software analyst, ISG Software Research. 'The integration they provide will be increasingly important to enterprises navigating rapidly changing needs to engage and satisfy customers. This research guides enterprises to more accurately assess and select the software that meets their specific needs with the subject matter experts that can advise with experience and best practices.' The ISG Buyers Guides™ for Customer Experience Management are the distillation of a year of market and product research efforts. The research is not sponsored nor influenced by software providers and is conducted solely to help enterprises optimize their business and IT software investments. Visit this webpage to learn more about the ISG Buyers Guides™ for Customer Experience Management and read executive summaries of each of the three reports. The complete reports, including provider rankings across seven product and customer experience dimensions and detailed research findings on each provider, are available by contacting ISG Software Research. About ISG Software Research ISG Software Research provides authoritative coverage and analysis of the business and IT software industry. It distributes research and insights daily through its user community, and provides a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Its ISG Buyers Guides™ help enterprises evaluate and select software providers through tailored assessments powered by ISG's proprietary methodology. Visit for more information and to sign up for free community membership. About ISG ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world's top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
