Customer service in communications organizations is often based on archaic models. The time is ripe for a new model that applies predictive and real-time analytics to reveal hidden patterns in data, which in turn can be used to transform service calls into positive customer experiences.
Traditional indexes and measures of customer satisfaction can be good ways to determine how satisfaction for services varies over short time periods, but a Net Promoter Score approach offers an even deeper look into how a customer feels holistically about the service.
Telecommunications companies are losing five percent of their revenue each year to fraud. Fraudsters are after free smartphones, long distance, premium services and confidential customer information resulting in $35 to $40 billion in losses from fraud worldwide.
Detecting and preventing fraud is
Telecommunications is a necessarily data-driven and capital-intensive business. Mobile network rollouts and the increasing use of mobile devices and social media generate huge amounts of customer and market data. Quick responses to changing market conditions are imperative to remaining competitive.
The mobile market is continually growing with “mobile-based payments in the United States expected to reach $142 billion in volume in 2019.” With mobile comes mobile data and the grave need for security. Vijay Dheap, global product manager for IBM MobileFirst, declares that “mobile security
TVT Chari, chief financial officer of Celcom Axiata, tells us that “if you analyze the market differently and offer the customer what they need based on their behavior” you can utilize this business intelligence to get closer to the customer. However, with the market constantly changing, and
Confidence in data is essential regardless of the bigness of the data being analyzed. In order to make business decisions based on the analysis of data, you need to be sure that the information upon which you are making those decisions is trustworthy.
Ashok Srivastava, chief data scientist at Verizon and this week’s Big Data and Analytics Hero, shares some of the challenges of deploying big data and his role in bridging the gap to “understand where the market is and how data can be used to support that market.”
Before business users can start to analyze data and consider the next best actions to improve results, it is typically required to submit a request for the data. Depending on the backlog of requests to IT, the business user might have to wait days, weeks or more before moving ahead with analysis
Big data is poised to reshape the way we live, work and think. The telecommunications sector, which has been slow to realize the shifting ground, is catching up to redefine the customer digital experience, using big data and analytics.
With mobile devices becoming an integral part of our daily lives, communications service providers have the most comprehensive view of a subscriber’s usage, behavior, lifestyle preferences, current and future needs. Telecommunications organizations can transform their customer care, marketing and
Data is emerging as the world’s newest natural resource and the basis for a new kind of competitive advantage. Yet, for many organizations, the increasing volume, variety and influx of data is straining their IT infrastructures—traditional infrastructure was never designed to handle the magnitude
“When people use a service for free, they are de facto lab rats for market researchers.” This is one of the responses to the Facebook social experimentation revelations that makes more sense than much of the hyperbolic ones that are saturating all forms of media at the moment.