Analytics will help Telco’s create customer delight. Here is how


Analytics for Telcos’ Customer Delight

Analytics for Telcos’ Customer Delight

Analytics will help Telco’s create customer delight. Here is how

We discuss the following topics in this blog:

  1. Significance of data insights.
  2. Analytics Help Telcos Create Customer Delight
  3. Intellza: The Next Generation Analytical Intelligence

In addition to these topics, we shall also be answering the following FAQs:

  1. What is WiFi?
  2. What is an Optical Fibre Cable?

Are Data Insights the Solution We Needed?

So is data the new gold? No, data is fool’s gold. Data insight is pure gold. Yes you read that right.

Today, lots of data is being generated, collected, and stored from the web, online/offline purchase, online card transaction, social network, IoT/Sensor, etc. Generally, big data is not about the data size, it’s more about the value within, which is often derived using data analytics.

Telcos have abundant access to extremely rich contextual data, primarily comprising of call detail, network and customer data, which can be split in real-time, such as customer details including name, date and time of the call, location etc. All of this data can be used to understand customers’ behaviour and provide insights that enable more personalised services to be offered through the right channels, intelligently classifying who is likely to convert and how to contact them. According to McKinsey, companies that introduce big data and analytics into their operations show productivity rates and profitability that are 5 to 6 percent higher than their peers.

Offering a higher customer experience is a differentiator to compete in an environment where communications service providers (CSPs) generally have the same service offerings. Company solutions that have the ability to highlight what really matters in driving customer satisfaction and deliver actionable insights from the data are key differentiators for CSPs.

How Can Analytics Help Telcos Create Customer Delight?

  1. Customer experience enrichment 

A business challenge of our time for most, if not all, Telco’s have boarded on some form of ‘digital transformation’ journey in recent times thus enabling automation process by using data-driven advanced analytics to deliver digital age customer experience. Telcos can make the best use of analytics to enrich customer experiences via –

  • Targeted marketing and personalization (customised product offerings)
  • Predictive churn analytic (address ‘at risk’ customers)
  • Customer journey analytic (interaction at various lifecycle stages to promote tailored offerings and campaigns)
  • Proactive care (identify issues and fix it or offer a solution before it impacts the customer)

2. Human Factor 

Conveying gratitude to consumers is one of the best ways to break the monotony of consumer’s life. Training the customer service executives to simply greet consumers and show higher levels of fulfillment to repetitive customers to motivate them for further purchase and recommendations as well.

Based on the real-time report generated by analytics from the customers’ call data, Telco’s representatives can help in delighting customers by personally greeting and thanking consumers on calls.

According to researchers, “thanking new connections persuades them to seek a continuing relationship.” Telcos can open doorways to establish loyalty and retain by recognising their consumers.

Intellza: The Next Generation Analytical Intelligence.

Intellza, the intelligent data platform from STL family, is a scalable data powerhouse solution offering unified data storage, integrated analytics and intelligent search abilities for simplified user experience and meaningful insights. Intellza is an AI-powered real-time personalization solution. It enables CSPs to achieve higher ARPU and CLV via contextualization without any extra spend.


What is WiFi?

Put simply, WiFi is a technology that uses radio waves to create a wireless network through which devices like mobile phones, computers, printers, etc., connect to the internet. A wireless router is needed to establish a WiFi hotspot that people in its vicinity may use to access internet services. You’re sure to have encountered such a WiFi hotspot in houses, offices, restaurants, etc.

To get a little more technical, WiFi works by enabling a Wireless Local Area Network or WLAN that allows devices connected to it to exchange signals with the internet via a router. The frequencies of these signals are either 2.4 GHz or 5 GHz bandwidths. These frequencies are much higher than those transmitted to or by radios, mobile phones, and televisions since WiFi signals need to carry significantly higher amounts of data. The networking standards are variants of 802.11, of which there are several (802.11a, 802.11b, 801.11g, etc.).

What is an Optical Fibre Cable?

An optical fibre cable is a cable type that has a few to hundreds of optical fibres bundled together within a protective plastic coating. They help carry digital data in the form of light pulses across large distances at faster speeds. For this, they need to be installed or deployed either underground or aerially. Standalone fibres cannot be buried or hanged so fibres are bunched together as cables for the transmission of data. This is done to protect the fibre from stress, moisture, temperature changes and other externalities. There are three main components of a optical fibre cable, core (It carries the light and is made of pure silicon dioxide (SiO2) with dopants such as germania, phosphorous pentoxide, or alumina to raise the refractive index; Typical glass cores range from as small as 3.7um up to 200um), Cladding (Cladding surrounds the core and has a lower refractive index than the core, it is also made from the same material as the core; 1% refractive index difference is maintained between the core and cladding; Two commonly used diameters are 125µm and 140µm) and Coating (Protective layer that absorbs shocks, physical damage and moisture; The outside diameter of the coating is typically either 250µm or 500µm; Commonly used material for coatings are acrylate,Silicone, carbon, and polyimide).

An optical fibre cable is made up of the following components: Optical fibres – ranging from one to many. Buffer tubes (with different settings), for protection and cushioning of the fibre. Water protection in the tubes – wet or dry. A central strength member (CSM) is the backbone of all cables. Armoured tapes for stranding to bunch the buffer tubes and strength members together. Sheathing or final covering to provide further protection.

The five main reasons that make this technology innovation disruptive are fast communication speed, infinite bandwidth & capacity, low interference, high tensile strength and secure communication. The major usescases of optical fibre cables include intenet connectivity, computer networking, surgery & dentistry, automotive industry, telephony, lighting & decorations, mechanical inspections, cable television, military applications and space

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Analytics for Telcos’ Customer Delight

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