From Customer Experience to Internet of Things: Real-World Use Cases for Big Data Analytics in the Telecom Sector
This IDC study provides an overview of the use cases with telcos in the emerging area of Big Data analytics. A number of operators are using internal data sources (OSS/BSS) to improve customer experience through the network. A number of other carriers are adding inputs such as CRM with social media feeds in a platform-based approach to know customers better and support them in new areas such as ability to identify next-best actions. This document also discusses key opportunities for sharing data across industries to create new commercial offers. IoT is one of the major focus areas for operators. "Telecom operators are now at the second phase of analytics, looking at potential cross-industry collaboration using real-time analytics to drive the burgeoning Internet of Things (IoT) market and other lucrative market segments. Data-rich telecom service providers are starting to balance the requirement of maximizing commercial opportunity with the need to protect digital assets and ensure regulatory compliance," said Dustin Kehoe, Head of IDC AP Telecoms Practice.