Improving the telecoms customer experience using BI solutions : Market Research Report

Improving the telecoms customer experience using BI solutions

Published by: Ovum Plc

Published: Dec. 24, 2009 - 21 Pages

Executive summary: In a nutshell; Key messages; Implications for service providers; Implications for suppliers; Business imperatives; Business drivers for service providers; External forces; Internal forces; Telco domains impacted by business imperatives; Customer management; Revenue management; Network management and optimisation; Technical imperatives; Data trends and requirements; Keeping data in silos restricts its potential; Keeping pace with exponential data growth; Diverse data sources; Operational decision-making; Avoiding ‘blind spots’ in the business; Business benefits of BI for the service provider; Treating data as a strategic asset; Identifying profitable customers; Combating churn; Improve internal productivity; The building blocks of BI; Using BI to make better decisions; What is a business intelligence solution?; Strategic and operational BI; Technology considerations; Data management and data integration service layer; Analysis service layer; Application service layer; Information access and presentation service layer.; The market landscape; Deployment considerations; Secure executive sponsorship; A solid data foundation is a precursor to success; Setting up a BICC will help consolidate expert decision-making and BI resources; Leverage smarter analytics for more forward-looking BI; Broaden the scope, reach and value of BI; Consider new deployment models; Moving towards realtime BI
List of Figures: Figure 1: Customer, product and asset data is widely distributed amongst different telco systems; Figure 2: The functional layers of a BI solution

Abstract

Many telecoms service providers lack the ability to exploit the data and information they hold about their customers, products and other valuable assets. This data is invaluable in helping a service provider gain insights into customer churn, optimise the customer experience, understand market segments and speed up the development and delivery of services.

Implementing business intelligence (BI) solutions can help deliver these insights by integrating, analysing and exploiting the considerable amount of data that service providers have at their disposal to provide a sustainable, competitive edge in the market. However, deploying BI technologies brings business and technical challenges. Considerations such as the level of business involvement and commitment, the number and types of users to be supported, total cost of ownership, data quality and integration, and requirements for data latency all impact how successful service providers are with their BI implementations. Overcoming these hurdles can bring enormous rewards for a service provider.

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2/15/2012 - 32

Improving the telecoms customer experience using BI solutions

Table of Contents

Abstract