Alcatel Lucent CANTO

26 Pages·2015·4.36 MB·English

by  Rolando Oliver

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Tools for Effective Customer Experience Management
Rolando Oliver
July 30, 2015
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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Agenda
1.  Role of Data in Customer Experience Management
2.  The Wireless Network Guardian (WNG)
3.  M.IQ6: The Six Dimensions of Network Data Analytics
4.  Elevating Mobile Network Analytics
5.  WNG Architecture
6.  BNA: Big Network Analytics
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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Telecom is a Top User of Data Analytics

BIG DATA TOP 5 : TELCO / TRANSPORT / TOURISM / BANK / ELECTRONICS
BIG DATA SPENDINGS PER INDUSTRY
0% 5% 10% 15% 20% 25% Big data use cases:
Telecom
Telecom 19%
-Wholesale of business
Travel/Hospitality/airlines 19% services leveraging
network analytics
Banking/Finance 15%
Transport / Tourism
High Tech 13%
-Customer experience
Utilities 8%
Bank
Media & Entertainment 8%
- Fraud detection,
Insurance 5% - Financial services
Manufacturing 4% Electronics, Utilities
Retail 4% - Internet of Things
- Automation security
Life sciences 4%
Media
Energy & Resources 2%
- Social influence
*Source Mainly TCS, ABI Research for Media
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HOW NETWORK ANALYTICS HELPED SERVICE PROVIDERS
WNG IS A PROVEN APPROACH – NETWORK-BASED ANALYTICS HAS PROVEN TO BE A GOLD MINE
PLANNING RESULTS MONITOR FINDING THE
RESULTS RESULTS
PROACTIVELY ROOT CAUSE
KNOW EXACT BANDWIDTH 14
FOR NEW MARKET band%width savings PIN POINT CELL SECTOR WEEKLY OBSERVED RAPID RISE IN 2 weeks
IMPROVEMENTS Tracking of each cell’s SIGNALING. TWO WEEK troubleshooting time
KNOW WHERE TO INVEST IN 50% performance INVESTIGATION DID NOT without WNG
EXISTING MARKET
correction rate SERVICE PERFORMANCE HOURLY POINT TO THE CAUSE 2 hours
ADCECULRIRNAET OELFY 3 PGR EINDVICETST MENT 10 months DASHBOARD Tsuraccckeisnsg/ fRaTilTu,r De…NS Twriotuhb WleNshGo oting time
investment saved
AVOID TRAFFIC RESULTS OTT OPTIMIZATION RESULTS
RESULTS
RESOURCE WASTE OPTIMIZATION
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UNDER-PERFORMING DEVICE 8-20X FACEBOOK SIGNALING %
signaling waste 20% DECREASE AFTER Overall signaling savings
ENGAGEMENT
SELECTIVE OPTIMIZATION TO
4% bandwidth savings
DNS FAILURES LOWER UTILIZATION DURING
server waste PEAK HOUR 13%
4 months SIGNALING DECREASE AFTER Peak hour signaling savings
FCIORNEFWIAGLULR MATISIO-N 83% CAPEX deferral TIMER CHANGED ON DEVICE 5%
signaling waste GATEWAY
Overall airtime savings
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WHAT NETWORK OPERATORS NEED TO DO
MOVE FROM BEING NETWORK-CENTRIC … … TO BEING CUSTOMER CENTRIC
Network … MONITOR … the subscriber
Network quality … MEASURE … quality of experience
Network problem … TROUBLESHOOT … device/usage/apps
Network … USAGE … device/apps
Sales and agent-care … TOUCH POINT … multi-channel
Reactive/defensive/costly … CARE … proactive/transparent/asset
At sales or retention … OFFERS … targeted and spontaneous
ATTRACT AND RETAIN CONSUMERS BY VISIBLY PROVIDING VALUE… WHILE CONTROLLING COSTS
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Manage Customer Experience:
balance the Subscriber Revenue equation
ARPU
Churn SAC
Cash flow to innovate and remain competitive!
•  ARPU: Average Revenue per User
•  SAC: Subscriber Acquisition Cost
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EXPANDING THE CUSTOMER EXPERIENCE
IMPROVE YOUR KEEP YOUR FIND NEW
INFRASTRUCTURE CUSTOMERS BUSINESS
AND OPERATIONS HAPPY OPPORTUNITIES
Create and maintain a Attract more customers Gain real-time insights for
more efficient network with a better experience first mover advantage
Increase efficiency and profitability Deliver an unmatched quality of Be smarter about targeting new offers
by optimizing your network, devices, experience (QoE) and reduce churn by that customers will pay for by
traffic and operations more leveraging network and subscriber leveraging network and subscriber
effectively to reduce costs and intelligence to proactively enhance intelligence to understand what
increase ROI. Detect potential your services. Communicate with your customers want and how to engage
problems early so they can be customers. Make your services more them. Find out which offers are the
resolved pro-actively before they reliable and provide world-class most profitable and discover new
impact your network and customer agent- and self-service customer revenue-generating opportunities.
satisfaction. care.
OFFER AN ANALYTICS-DRIVEN CUSTOMER EXPERIENCE

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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
EXPANDING THE CUSTOMER EXPERIENCE
IMPROVE YOUR KEEP YOUR FIND NEW
INFRASTRUCTURE CUSTOMERS BUSINESS
AND OPERATIONS HAPPY OPPORTUNITIES
VALUE-
PROACTIVE AGENT- AGILE
PLAN OPERATE OPTIMIZE SELF-CARE ADDED OFFERS
CARE CARE MARKETING
SERVICES
Accuracy Find root Reduce Find issues Leverage Leverage Discover Pre-built Targeted
saves cause resource before impact analytics same care and act on services and
CAPEX faster waste is felt workflows trends valuable
OFFER AN ANALYTICS-DRIVEN CUSTOMER EXPERIENCE

Network Expand analytics Optimize
Faulty devices or
performance, BIG to multiple workflows &
DEVICE NETWORK CARE
configuration NETWORK
ANALYTICS ANALYTICS subscriber QoE, functions with big ANALYTICS evaluate churn
trends ANALYTICS
trend analysis data platform prediction
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ANALYTICS-DRIVEN SOLUTIONS
ANALYTICS-DRIVEN
SMART PLAN BUILDER
SOLUTIONS INTELLIGENT KINDSIGHT MOBILE
(Agile Marketing)
TRAFFIC MANAGEMENT SECURITY SERVICE
TURNKEY
MOTIVE SERVICE VIEW FOR MOBILE (Selective Traffic Optimization) (Value-add security App)
(Analytics-driven Customer Care)
ANALYTICS-DRIVEN SOLUTIONS
API API API
MODULES
SPECIALIZED
PRODUCTS m.IQ6
OFF-THE-SHELF
ANALYTICS
INPUT
BIG NETWORK ANALYTICS NETWORK ANALYTICS SECURITY ANALYTICS
CONSOLIDATED
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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.