In the telecommunications industry, 40% of customer frustrations–which stem from drop calls and no signal, among others–are caused by the network infrastructure. Other challenges faced by service providers include losing revenue to over-the-top content providers and the desire of consumers for innovative services that go beyond telecommunication services.
Jim Lim
In the Philippines, telecom operators expect data usage and mobile data services to grow at a faster pace as smartphones become more pervasive, existing networks are upgraded, and new networks are deployed. To sustain this expansion, drive new revenues, and improve over-all customer experience, service providers need to efficiently harness available data and derive actionable insights.
To help operators prepare for growth and improve and expand their services, Amdocs has expanded its big data analytics portfolio with new communications-specific applications that allow service providers to aggregate data from multiple sources and generate actionable business and customer insights.
“Telcos are faced with many data sources often residing in proprietary and siloed systems across diverse areas of the business,” said Jim Lim, Customer Business Executive for Taiwan & Philippines. “Amdocs understands the data sources intimately and offers tools specifically designed to collect, process and expose the data in a secure manner.”
The new big data analytics solution builds on Amdocs’ existing big data analytics portfolio which was announced last year.
Amdocs’ new big data analytics solution includes High Definition Marketing Analytics which accesses the large volumes of usage data, web surfing trends, social feeds and care channels to help service providers transform the practice of customer management and upselling by using dynamic micro-segmentation for improved targeting and contextual analytics to offer customers the most appropriate new product or services.
This includes multi-channel engagement and interfaces into the service provider’s product catalog and campaign management systems.
Deep Network Analytics provides a holistic set of network insights from the combination of radio access feeds, deep packet inspection from the network, and customer value parameters from business support systems.
The network suite helps service providers to more effectively target their network capital expenditure towards more valuable customers, improve the connectivity experience, identify network issues before they occur and obtain a deeper understanding of the network factors that drive customer satisfaction.
Finally, the Consumer and Business Satisfaction Analytics spans a wide array of data sources which allows executives to break down the siloed approach of different business units in order to assist business managers understand what drives customers’ Net Promoter Score (NPS) and resolve issues before they impact customer satisfaction. These analytics also improve the performance of the call center and self-care capabilities helping to deliver an optimal customer experience.
Amdocs is already working with service providers to evolve their data warehouses into cost-efficient and scalable data management environments. One example is Telefónica, which is implementing an Amdocs operational data store solution for its operations in Chile and Peru in order to consolidate data from multiple sources and deliver actionable business insights for faster decision-making.
