Telecommunications
- Innovate to gain or increase market shares.
- Gain competitive insights from your network and customer data.
- Guarantee business resilience and continuity.
- Manage Cybersecurity and risks.
Our Solutions
- Analytics for Customer Insight
- 360° View for Contact Centers
- Cybersecurity Operations Center
- Smart Maintenance with Augmented Reality
- Telecommunication Analysis
Customer Insight
The Challenge
Telcos have a large number of customers who create large quantities of transactions every day, they operate in a complex and changing competitive and regulatory environment, and they are constantly challenged by technological innovations. Consequently, telecoms require an approach to the analysis of both structured and unstructured data to get deeper insights into customer behaviour, their service usage patterns, preferences, and interests.
Our Solution
Smartphones and wearables offer a unique way of connecting and reaching out to customers anytime and anywhere. Large amounts of data will be generated that allow the detection of trends, identification of outliers, and live tracking of the effects of marketing campaigns. Ad-hoc customer insight facilitates efficient micro-campaigning. Social media analysis provides voice-of-the-customer insights and actionable information. This is a perfect scenario for Big Data analytics.
Relevant Solution Areas
Contact Centers
The Challenge
Telco customers typically use the standardized services subscribed to in a self-service manner, i.e., they will contact the provider only if there need to be contractual changes or if there is a problem. Contact centers bundle this customer front-end via e-mail, fax, phone, sms/mms and conventional mail.
Our Solution
Customer experience is determined by the efficiency and quality of this customer care. Contact center agents need a 360° view of each customer to quickly address issues, offer resolutions or point out benefits of contract upgrades. This will increase customer satisfaction and reduce churn. Contact center time is valuable, and even a 5% reduction in calls that take on average three minutes (that's an equivalent of 18 seconds saved per call) will significantly decrease contact center cost. Intelligent search techniques and Big Data platforms provide this kind of 360° dashboarding, interactive search and exploration, but also the management reporting required for business performance management and alerting for an incident management.
Relevant Solution Areas
Cybersecurity Operations Center
The Challenge
Communications is the main business of telcos. It needs to be protected against cyberthreats and cyberattacks from the outside and inside, but also monitored for abuses and accidential misuses. The trust customers place in a telecommunications company also relies on the degree to which cybersecurity is pervasively implemented. Traditional SIEM (Security Information and Event Management) platforms are too static to hold up against sophisticated attacks and misuse patterns.
Our Solution
In contrast to SIEM systems, a full-spectrum 360° view on all relevant information from networks, devices, connections, services and applications in combination with physical security data like alarms, access control events and environmental conditions is required. Our next-generation Cybersecurity Operations Center based on Big Data analytics will provide this: finally, an intelligent platform for anomaly detection, network analysis and tailored Threat Intelligence that provides real-time views on the Cybersecurity status of an entire organization. Drill-down capabilities allow security officials to zoom into specific areas to investigate unusual activities in more detail.
Relevant Solution Areas
Smart Maintenance
The Challenge
The large number of physical buildings and structures with installations of devices, wirings and endpoints in the telecommunications industry creates challenges particularily for operations, fault analysis and maintenance. Active network components have an age of up to 10 years, in some cases even more, so there is also a heterogeneous vendor landscape.
Our Solution
Our Smart Maintenance solution employs Augmented Reality to provide any relevant information in the proper context. The Smart Maintenance application will draw life data streams and analytics from a data center, access maintenance documents and schedules, and deliver floor and wiring plans where available. This technology significantly reduces cost by providing all relevant information quickly and in an easy-to-use fashion right where and when it is needed.
Relevant Solution Areas
Communication Analytics (COMINT)
The Challenge
The evaluation of CDR dumps, mobile location information and other data sources is complex.
Our Solution
The telecommnication analysis solution manages relevant interfaces to source systems, data format transformations, and visualizations of records or aggregations.