Posted: August 27th, 2013 | Author: OSS Team | Filed under: Around the World | Tags: analytics, big data, Comptel, CSP, predictive analytics, telco | Comments Off on Around the World
As usual, there’s been a lot going on in the telco industry these days. Comptel wants to bring you the best, most interesting stories and studies we’ve found, so communications service providers (CSPs) can stay on track.
Here are three in particular that caught our eye:
Billing & OSS World…
Big Opportunities From Big Data, But Barriers Remain
Fifty-eight percent of those surveyed think that the main, long-term driver is generating new business models. Informa Telecoms & Media has released a new survey of telecom operators which shows that Big Data has the potential to create great opportunities for businesses in the future. The respondents also agreed that Big Data’s short-term driver is solving internal challenges.
Forty-eight percent of operators said that they have Big Data solutions implemented already. On average, they spend ten percent of their IT budgets on Big Data, and this is expected to increase to twenty-three percent within the next five years. However, a major barrier that continues to be an issue is that operators still lack a business proposition and a trained team to handle the implementation.
Comptel’s own Matti Aksela recently spoke to Telecom Asia on this latter issue: “Vendors operating in this space can have a very skilled team behind their analytics solutions, and knowledge on integration and decision-making based on the analytics, and can quickly achieve benefits for CSPs. It may be even easier to ‘tear down the silos’ coming from the outside than just working internally.” Read the full article on whether telecom operators should manage analytics in-house or outsource it here.
Analytics Applications Provide Rich Functionality and Low-Risk Deployment to Help Drive New Use Cases
CSPs have been using traditional analytics tools to help review data, analyse it and report it. However, new analytics applications can be deployed and configured specifically for a CSP’s use case, automating the best practices learned throughout the industry while eliminating the need for scarce data scientists to help segment and manage the data.
The real challenge in deploying a new analytics solution is infrastructure. CSPs must be flexible about changes in operations, so the business can accommodate new tools into the workflow Infrastructures are usually created with a specific use case in mind, but when an application is on top of the old infrastructure, there’s always the risk of compatibility. Lastly, CSPs will have to depend on vendors for updates to the application. Analytics applications are beneficial for CSPs, but operators must have the means to implement a new system of data analytics for the analytics applications to be successful.
Matti Aksela spoke with Big Data Republic in June about Big Data’s ability to reduce churn through advanced, predictive analytics tools. Robi Axiata experienced the results first-hand – once the factors of churn were identified, strategies could be taken to predict and eliminate them in the future.
Should experience come before the engagement?
With Big Data helping CSPs identify the granular aspects of the customer experience and customer engagement, it’s easier to see where in the organisation improvement is needed. While customer experience represents the sum of what a customer has experienced at a given time, engagement represents the sum of the customer’s experiences over time. For the customer experience to be improved, specific departments can be targeted and strategies can be recalibrated. Customer engagement, however, needs an enterprise-wise approach to be improved.
A customer’s lifetime value must be determined and closely nurtured by the entire organisation to ensure that engagement is positive and, as Ulla Koivukoski wrote, CSPs can uncover new revenue streams and grow businesses by focusing on engagement. Predictive analytics can play a major role in fostering departmental collaboration and, in turn, delivering high-quality customer experiences.
Posted: June 3rd, 2013 | Author: Malla Poikela | Filed under: Behind the Scenes, Industry Insights | Tags: analytics, big data, CSP, CSPs, customer experience, data, LTE, voice | 1 Comment »
Voice has turned into a voice of concern for CPS, since the voice & text messaging businesses don’t grow anymore: On the contrary, the revenues are declining. The telecom industry is undergoing a thorough transformation, and as a result, Data is becoming more important day by day. The word on the street (or in space) is that he’s getting BIG.
Those who are most willing to accept the shifting landscape and try to figure out completely new business and revenue models are most likely to come out strong. Our guy Data really likes to crunch numbers and analyze information to arrive at the right conclusion. In a similar fashion, CSPs need automated predictive analytics to enrich information about the customer to provide attractive and accurate offers quickly, allow personalization, predict/prevent churn and identify fraud, create enhanced customer profiling and superior quality of experience.
It’s no longer news to anyone that customers pay a lot of attention to the price of their plans and quality of service when choosing the CSP, but it’s really important to realize how much the social circle influences a customer’s purchasing decision. A Vanson Bourne study indicated that globally more than 40% choose their CSP based on the experiences and influence from their friends and family. Understanding this playing field and social network sure sounds like a good idea, doesn’t it?
The processing, enriching and analyzing of big data to make it valuable and actionable requires a considerable amount of automisation, otherwise tackling such an immense amount of information becomes a daunting proposition. An example of such automisation is the realtime decision-making process that defines, when and how to react to poor quality of service by identifying customers who are the most affected by it, to be able to launch a proactive retention or marketing campaign.
However, Data had to learn something else in addition to ‘mathematics’. If you want to connect with people on an emotional level, pure ‘mathematics, statistics and analytics’ aren’t simply going to cut it. You need creative ways to win the hearts and minds of people, and to do that, you have to understand them as individuals. Knowing your customers enables CSP to act proactively with the best possible personalized offering and contextually at the right time. An example of such offering is the proactive identification of those customers who need an upgrade for the data package because their usage pattern has changed. Or the proactive identification of those customers who are using multiple SIM cards from different CSPs. To prevent them from churning and making them to prioritize your offering, it’s relevant to know what their personal preferences are.
In addition to the ‘usual suspects‘ in the telecom ecosystem like customers, CSPs, vendors, OTTs (Internet Service Providers), additionally there are the newcomers from the ‘Internet of Things’ (such as energy, retailers, health, education, automobile, …) who can together with telecoms build unique value propositions where both parties can win. The struggle against the OTTs is transforming into a co-operative approach which allows value-adding joint propositions letting CSPs tap into the OTT’s revenue.
Some have suggested a premium charging model for LTE but many operators are distancing from this approach as it makes LTE generally unaffordable and unattractive for many customers, causing many to stay with their current 3G/HSPA+ plans. The essence of the discussion is to find other ways and means to generate revenue which places the emphasis on developing the co-operation between OTTs and CSPs. Identifying new revenue sources is essential, but we should not forget to keep an eye on the cost base. What’s interesting is that there seems to be a direct relation between subsidized LTE handsets and the CSP’s EBITDA margin: the subsidized handsets have a negative impact on the CSP’s margin which makes it important to know who’s really going to use the CSP’s LTE services (Source: www.tefficient.com ). The solution is to pinpoint those LTE users who really consume LTE services with the help of predictive analytics, instead of choosing the expensive strategy to subsidize LTE handsets for everyone. Please refer to the white paper written by Tefficient: ‘Why mass marketing is inefficient when launching LTE’,
On top of these above mentioned, there’s quite a lot of dynamics around identifying Quad Play opportunities in the CSPs’ business plans at the moment. Bundling broadband, TV, mobile, and fixed creates sticky services and customers, improves the revenue flow and reduces churn significantly, compared to the single or triple play. CSPs are seeking ways to provide these types of offering models by acquiring them or through co-operation. Tackling this kind of complex, multi-service and multi-technology order process requires a common platform with a fully integrated, catalog-driven approach to service order orchestration if you would like to fight the costly order fallouts. And when you add a robust Fulfillment environment enriched with analytics-driven smart order validation that closely monitors the end-to-end process of service-order capture to service delivery, you’re really good to go.
At the same time, shared accounts or multi-device/multi-user accounts are gaining more importance as an offering model, attracting not only users with several gadgets but also families and small business users utilising the same shared account for their data usage. These models are offered with no limit for voice & text usage but with limits on the data plans. The new era clearly concentrates monetisation on data services. Some CSPs are even bold enough to talk about replicating the same model to their WiFi users, meaning that data usage limits would be imposed on home broadband users as well.
All in all, a lot of interesting topics circling around the market, and many CSPs have sent out ‘trial balloons’ to test the market response. The known common denominator is that Data will be the future monetisation engine for CSPs, and BIG Data is the way to gain relevant information on customer’s preferences, personalisation and predictions for their ‘next move’. A horizontal and high-performant mediation layer contributes to the collection and processing of BIG data; and enriching the customer and network data with predictive analytics, human expertise and machine learning to automate decision-making. This is a viable way to go forward when combatting churn, generating new revenue and offering bespoke data service packages to customers.
Posted: May 23rd, 2013 | Author: Steve Hateley | Filed under: Events, Industry Insights | Tags: analytics, Comptel, Comptel Catalog, Comptel Fulfillment, Comptel Social Links, CSP, customer experience, Customer Experience Management, LTE, mobile, Mobile World Congress | 1 Comment »
Mobile World Congress 2013 (MWC) in Barcelona had the highest attendance ever with 72,000 visitors. Every year, many of our customers do not have the opportunity to attend or meet us there, and to that end we created a customer workshop concept ‘Barcelona-in-a-Box’. The idea is simple – if you couldn’t attend MWC, we bring it to you.
We built the workshop concept on three key industry topics which were discussed during MWC and continue to be on the agenda of almost every CSP.
To set the scene for the Barcelona-in-a-Box sessions, we shared our observations on the industry, based on extensive and in-depth discussions with major operators across the globe, insight we have gained from industry analysts and an independently commissioned report.
These observations addressed increasing smartphone penetration and how it’s driving up data usage, but not necessarily increasing revenues – largely due to pressure by OTT services such as WhatsApp, Skype, YouTube and Facebook (to name a few). Secondly, we discussed how bundled tariffs and packages are increasingly attractive to mobile subscribers, assisting CSPs with customer “lock-in” and positively driving up revenues. We highlighted the next evolution of the bundled approach through creation of fully shared data plans, as seen in the US market for example. Finally, as an observation we deliberated that while LTE rollouts are still in their early stages, the importance of attracting the right high-use customers to adopt the highly valued (and highly subsidised) handsets is key for accelerating ROI on those infrastructures.
To ensure that we have the correct data on consumer needs in place, we at each session discussed the locally relevant results of the consumer survey, Customers Yearn for the Personal Touch from Their Mobile Operators, we made at the end of 2012 with Vanson Bourne, an independent research firm. We polled 6,000 consumers from 12 countries across EMEA, Latin America and Asia Pacific on their service usage and spending habits, as well as their relationships and satisfaction with their mobile operators.
In addition to vivid discussion on the common challenges and local consumer needs, some of the sessions included live demonstrations that showcased the solutions that Comptel has developed to address the needs of its customer. We showed the benefits of the Comptel Event-Analysis-Action strategic framework with:
- Robust and highly automated Comptel Fulfillment that supports service innovation and better customer interaction while reducing costs
- ‘Plug ‘n’ Play’ Catalog-Driven product creation that allows building and adapting marketable products quickly from established service components, accelerating new revenues and allowing agile responses to market changes
- Comptel Social Links, predictive analytics to improve and automate every-day decision-making at each customer touch point and serve customers based on their individual needs and techniques of finding the right customers for new products.
We have already taken Barcelona-in-a-Box across the Middle East, Europe and Asia receiving great acclaim for our initiative and its content, being quoted as having “a fresh approach” to actively engaging with our customers. The Comptel team has enjoyed the lively debates and sense of shared understanding of the industry state and prospects for the future. Based on the feedback, we have validated that Comptel is in-sync with CSPs and our solutions suitably address their needs. We are excited to see which topics are on top of the agenda for Barcelona in 2014!
Posted: April 4th, 2013 | Author: Ulla Koivukoski | Filed under: Industry Insights | Tags: analytics, big data, CIQ4T, contextual intelligence, CSP | Comments Off on Three Reasons Why the Telco Industry Needs to Be Thinking about Big Data
At Comptel, we really do believe that data is more than just bits and pieces that can be turned into something truly beautiful. This may seem like a daunting challenge to most communications service providers (CSPs), but that’s why we’re here.
We’ve been doing a lot of work to change that perception—and it’s clear that we’re not the only ones thinking about how Big Data can be a game-changing asset for CSPs. Here are three recent topics that have come up in the news that draw on Comptel’s studies and opinions on Big Data:
1. Flexible Service Packages
As mature markets become saturated, CSPs have to get creative with offers, and one thing is for certain: service packages are going to have to change.
In a recent Computerworld Bulgaria piece, we saw the consumer survey that we debuted at Mobile World Congress highlighted to put more emphasis on this trend.
To recap: our survey found that 49% of consumers chose their current mobile operator because of the service plan, and almost half said they would pay for a temporary upgrade that improved their plan.
The bottom line is that CSPs need to find a way to get the right promotion to the right customer at the right time. Using predictive analytics, it’s now possible to make sense of Big Data and proactively offer the right customers a more flexible service plan that can meet their needs.
In a recent RCR Wireless News report, The smarter telco: Exploring service and network intelligence, Kelly Hill explains that many CSPs are looking for new ways to keep monetizing their services. She points to three specific trends that will have a huge impact:
- The transition to all-IP and LTE networks
- The accelerating trend toward cloud connectivity and network virtualization
- Big Data collection and processing
When discussing Big Data, Kelly cites our research showing that only 27% of operators are currently using analytics on a daily basis, while 33% are using them on a weekly basis.
This could prove to be a disastrous oversight for CSPs. As trends like the shift to all-IP networks and cloud connectivity come into play, analytics that can drive the most value out of Big Data in near real-time is critical for engaging customers and making business decisions.
Big Data analytics isn’t just about finding out what customers need, it’s finding out which customers are influential.
In a recent Financial Times web piece that cited one of our recently commissioned whitepapers, the big message was that, finally, CSPs have the technology to actually use the considerable data at their disposal.
The piece highlights several viewpoints from established telco experts. One of the most interesting points is that, by using Big Data, CSPs can discover which customers are “queen bees.” These are the users who have extensive networks of friends and family. If this particular user leaves his/her operator, then dozens of others could follow because of that influence.
So, it’s best to use Big Data to identify those “queen bees” and find ways to make sure they’re happy.
Continuing the Conversation About Big Data
Most CSPs have Big Data in one form or another, but having it and using it to its full potential are two different things. As this conversation shifts from data to strategy, it’s time to consider how to best operationalize all the valuable information that’s been gathered. In other words, it’s time to leverage Big Data for results.
Over the past few years, Comptel has worked hard for those results to be attainable by offering advanced predictive analytics tools that can automate customer interactions and take relationships to the next level. We’re at the start of an exciting new kind of Big Data revolution. With the right strategy and the right tools, CSPs won’t just have more information for their operations than ever before, they’ll actually be able to do something with it.
Posted: December 6th, 2012 | Author: Malla Poikela | Filed under: Events | Tags: CEM, CSP, customer experience, data management, Management World Americas 2012, OTT | Comments Off on Management World Americas: What can CSPs do as customer touch points increase?
Management World Americas 2012 is coming to a close, and as I looked at the beautiful sunrise this morning (which you can see in this picture), I was reflecting on our time here and all of the stimulating conversations and topics that are so relevant to our industry.
In particular, we recently discussed putting the customer first – a key theme in the customer experience management (CEM) sessions — and I’d like to expand on that a bit. In thinking about CEM, another trend we’ve seen come up here is that customer touch points are rapidly increasing, with ever more players having a role in the customer experience. As new devices emerge, over the top (OTT) services are introduced, and data usage continues to surge, this should come as no surprise. In fact, I found it interesting that even when it comes to contacting communications service providers (CSPs) directly, customers generally use multiple methods such as web, phone, email and SMS.
What all these various touch points and subsequent players mean for CSPs, though, is that it’s challenging to control the customer experience end-to-end. To help mitigate this, it’s essential to take advantage of the data at hand by collecting and analysing customer information. Doing so will provide a clear picture of who the customer is and allow for more personilised interactions at each touch point. As Ulla mentioned, this was something that was very prominent during the Equinix case study session where the company collected data and mapped the entire customer lifecycle for a complete view of customer activities and preferences.
In order to really make this strategy successful, a holistic approach to customer experience is needed, with both the marketing, IT and telecom teams aligned in their goals. Automated processes is an asset in bringing these worlds together – simultaneously looking at what’s happening in the network and coinciding customer activities. Where these two elements meet is where automated processes play a key role – enabling CSPs to see exactly what the customer is doing, understand the context, and automate an appropriate, personalised response. Strengthening this with machine learning means that CSPs can track customers’ behavioural patterns dynamically and automatically adapt to those as they change throughout a customer’s lifecycle.
Of course, I’d like to emphasise that this should be used in combination with personal, human interactions. Treating customers this way, with a human touch and by providing unique communications based on their preferences, is key to differentiating in an ever crowded market. And with automation helping this, CSPs can make many more targeted offers at the right time – a crucial factor to enabling a positive customer experience as touch points continue to expand.
Posted: October 19th, 2012 | Author: Matti Aksela | Filed under: Industry Insights | Tags: big data, communication service providers, contextual predictive analytics, CSP, median and fulfillment, policy management, predictive analytics, value, variety, velocity, volume | 1 Comment »
There’s no denying that one of the biggest trends in IT right now is Big Data. While there are many different ways to describe it, perhaps the most commonly agreed upon, and my personal favorite, is that it must encompass the three “Vs”: volume, velocity and variety. How organisations understand and embrace these concepts varies—but I think we can all agree on one thing – there is a lot of data being generated quickly from various sources. I’ve found that one of the biggest questions organisations are asking though (which adds a fourth “V” to the equation) is: How do we derive value from Big Data?
Real-time (or near real-time) predictive analytics are gaining in popularity, and may hold the key to realising Big Data’s true value. In his keynote presentation at OpenWorld, Joe Tucci, CEO of EMC Corporation, stated that: “Real-time predictive analytics will be the killer app for this cloud era.” Personally, I could not agree more and think that this points in precisely the right direction, not just for cloud but for all businesses dealing with data.
One of the main benefits is gaining a strategic understanding of customers and the overall business ecosystem. But the key is going beyond simply collecting information, or even the ability to store and process it. The way organisations can truly realise Big Data’s potential is by leveraging it to predict behaviours and market changes, and make smarter business decisions based on that knowledge.
What exactly those actions are will depends a bit on the case—for communications service providers, it may be policy management activities or real-time, location-based marketing campaigns. And as many are already noticing, decision-making with predictive modeling can have huge benefits.
In short, I believe we must indeed look at Big Data not as a thing that happens, but as a process we act upon – through contextual predictive analytics-driven actions. Enabling these insights is important to Comptel and something we’re continually working towards by combining analytics with our high-performance mediation and fulfillment platform. If I must confess, I am really excited about what we are seeing and doing here, and the benefits we can offer to our customers!
Posted: October 17th, 2012 | Author: Juhani Hintikka | Filed under: Events | Tags: Bayterek Monument, Business Team Finland, Communications Service Provider, Comptel, CSP, Europe East, Finland, ICT, Kazakhstan | 1 Comment »
I recently had the honour of travelling to Almaty to lead the largest ever Finnish-Kazakhstani business delegation regarding trade and economic cooperation. Ninety representatives from 55 companies were involved in addition to Finland’s minister for European affairs and foreign trade, Alexander Stubb, and other high-ranking officials. Altogether, 13 business sectors were represented; the information and communications technology (ICT) team consisted of TeliaSonera, Nokia Siemens Networks and Comptel.
At the delegation, the key priorities outlined were attracting Finnish investments into the Kazakhstan economy and furthering innovation and new technologies between the two regions. What’s interesting is that, for the past ten years, Kazakhstan has been the third, fastest growing economy in the world after China and Qatar.
We also had the opportunity to meet with both communications service provider (CSP) KCell (a customer of Comptel’s) and Minister Stubb, which certainly proved to be a highlight of the trip. Our head of Europe East, Timo Koistinen, with regional sales director, Sergey Biryukov, accompanied me in a tournament, trying to meet all of the local service providers and naturally network with the other delegation attendees. Timo and Sergey succeeded in speaking to the other three CSPs in the region, KazakhTelecom, Tele2 and Beeline, first, and since they moved so fast, they also experienced the “magic touch”—the hand of the president of Kazakhstan on the top of the Bayterek Monument in Astana. My schedule was very tight with several meetings to ensure the whole trip went smoothly for the whole Business Team Finland.
In all, this type of event is an excellent way of promoting Finland abroad. I’m confident that many of us succeeded in building new relationships with the companies in the region while networking with our Finnish business colleagues.
Posted: September 5th, 2012 | Author: Malla Poikela | Filed under: Compelling Cases | Tags: billing, Communications Service Provider, Compelling Cases, Comptel, CSP, European, fulfillment, mediation, Network, Southern Europe, Subscribers, transactions, unified platform | Comments Off on Compelling Cases: Comptel Convergent Mediation in Action
Last week, we introduced our new blog post series, Compelling Cases, where we showcased a Southern European operator looking to stimulate growth and accelerate revenue generation. With the help of Comptel Fulfillment, the operator was able to implement a more productive service delivery process. Continuing on with our series showcasing Comptel in action, today we look at another major European operator that drastically simplified its network complexity and gained significant cost savings with Comptel Convergent Mediation
As is the case with many communications service providers (CSPs), while experiencing mobile subscriber growth this leading European CSP was also faced with more network transactions that needed to be gathered and converted into billable records. In particular, the CSP was seeking a solution that would allow it to more easily manage the collection and transformation of network billing transactions from its five operating companies with various network types. To accomplish this, the CSP turned to Comptel Convergent Mediation.
With Comptel’s Convergent Mediation, the CSP was able to harness its multiple networks into one unified platform where billing records from more than 40 million subscribers is now being efficiently processed – making for the largest single subscribers’ billing records processing system in Europe. Running on Linux-based hardware, Comptel’s solution is highly scalable so that the CSP can manage billions of events per day. And, the CSP now has the processing power to enable future growth with LTE transactions.
This complex mediation consolidation project was delivered in phases: The first phase was finalised in Q4 2011, within the same year that the contract was closed (Q1 2011). The completion of the second phase of the delivery project occurred in Q1 2012 and set the precedent for handling several billions of billing records generated by millions of subscribers in a single mediation system on daily basis.
Visit our website to view this announcement, or see more third-party validated case studies, visit TechValidate-Comptel Solutions
Posted: July 18th, 2012 | Author: Juhani Hintikka | Filed under: News | Tags: Africa, analytics, business, charging, CIQ4T, Comptel, CSP, Customer Service, Europe, financial, fulfillment, innovation, Middle East, policy control, strategy, telecom, telecoms | 1 Comment »
Today, we announced Comptel’s financials for the second quarter of 2012 and for the first half of the year as a whole. This is a personal milestone for me, as it marks my second year fully immersed as CEO — and as you’ll see from our mid-year highlights, I’m confident in the direction the company is moving.
This past quarter, our order backlog rose to a record high, as we won a significant EUR 5.4 million project to consolidate the mediation systems of a leading operator in Western Europe.
The upfront investments in the customer interface have yielded results in our largest regions, Europe and Asia, and we won seven new customers globally. Although our net sales have not yet met expected levels, they stayed on par with last year’s numbers, EUR 20.3 million (EUR 20.0 million). And we are optimistic our investments will grow our 2012 net sales approximately 10 per cent from the previous year. Integration of the advanced analytics expertise acquired in February 2012 has proceeded exceptionally well, resulting in winning our first deal for Comptel Social Links software.
We continued to bring new products to the market as key strategic initiatives. The major launch of Next Generation Comptel Fulfillment 8 software this quarter was received remarkably favourably by the OSS/BSS industry. We also unveiled our Contextual Intelligence for Telco (CIQ4T) concept this quarter, providing communications service providers a framework for bringing customer experience to the next level. This innovative approach truly differentiates Comptel in the market.
Our business mix of licence and services sales was impaired by the personnel, project delivery and marketing costs, causing lower operative results than expected. To remedy this, we initiated first productivity action by streamlining R&D in Norway and further cost saving initiatives will bring us approximately EUR 10 million on annual level. During the second half of 2012, we will realise EUR 3-4 million savings. These initiatives will secure our competitiveness, sustain the execution of our strategy, and deliver an estimated 0 – 5 per cent operating profit of net sales, excluding one-off items.
Beyond the figures, we also concentrated the first half of the year on executing our new strategy. We opened new offices in Istanbul and Cairo and announced several major customer wins around the world. These included, Telefónica Central America’s mediation consolidation that enabled the efficient management of more than half a billion daily transactions, Thai mobile operator Real Move’s deployment of Comptel’s Fulfilment solution to gain customers from the 3G market, Kcell Kazakhstan’s replacement of its provisioning and activation system with Comptel’s Fulfilment suite to support its 3G rollout, and Kuwaiti’s Watanya Telecom improvement of its customers’ first use experience with Comptel’s Dynamic SIM solution.
We also launched a new portfolio approach with our Customer Engagement solutions and Comptel Services Portfolio, in addition to a refreshed Comptel brand identity at Mobile World Congress Barcelona in February. We shared a white paper regarding Contextual Intelligence for Telcoms at Management World Dublin and organised our annual Comptel User Group in Copenhagen with more than 100 participants from leading service providers and industry analysts. On top of this, our customer engagement solutions were honoured in Pipeline’s Innovation Awards and the 2012 IBM Beacon Awards as the best communications industry solutions — reinforcing our capability to bring innovative products and solutions to the market.
Overall, the first half of 2012 has been largely focused on executing our strategy, investing in bringing new products to market, winning new customers and developing our Services Business. As we move into this next quarter, we’ll continue onwards building on our stated strategy and remain confident the productivity programme will secure our competitiveness. And I’m honoured to convey, on behalf of Comptel, that we are looking forward to continuing to deliver on our promises to the market in the second half of 2012.
Posted: May 21st, 2012 | Author: Juhani Hintikka | Filed under: Events, Industry Insights | Tags: analytics, business performance, CIQ4T, contextual intelligence, CSP, customer engagement, Customer Experience Management, event-analysis-action, fulfillment, Management World 2012 | 1 Comment »
It’s been some time since I last shared updates on Comptel’s business and strategy, but I was inspired to blog after listening to our team’s briefing for Management World 2012.
Over the past several months, I have continued to travel and meet with customers and partners around the world. It is interesting to see that everybody wants to become more efficient, while growing their top lines and improving their business performance—but in the various regions, the approaches communications service providers (CSP) have taken to achieve these goals have been very different.
Recalling these dialogs, I am confident that the event-analysis-action strategic framework Comptel has developed is capable of addressing most of their needs and seeing through their business objectives. So, I’m excited to highlight two strong approaches for facilitating improved CSP business performance, which we are on hand to discuss and demonstrate this week in Dublin.
Let me first touch upon Contextual Intelligence for Telco (CIQ4T), a completely new approach that can help CSPs take customer experience management to the next level and fully maximise their business opportunities. The concept comes from another discipline but is one we felt was critical for CSPs to leverage.
Utilising advanced predictive analytics technology, CIQ4T allows CSPs to gain an understanding of the uniqueness of individual subscribers and circumstances, and leverage that knowledge to predict behaviours and market changes, in turn, reducing churn, boosting customer engagement and realising better business.
What does that mean exactly? As Comptel’s vice president of analytics, Matti Aksela, shares in this video, the key characteristics in CIQ4T are contextual real-time insights, advanced predictive analytics and the fact that all of this intelligence can be translated into timely and relevant action. By leveraging historical and real-time data and predictive modelling to provide unique insights into future customer behaviours, CSPs can determine more targeted, appropriate and timely offerings for increased ARPU.
CIQ4T also provides the foundation for dynamic profiling and segmentation for service bundles and campaigns, makes mobile advertising more relevant and informs network operations with an estimation of usage volumes and types of devices in use for optimised asset utilisation. All of this contributes to most of the areas where CSPs want to focus—and so far, our customer implementations and proof-of-concepts have demonstrated encouraging results. One of the cases, which targeted a specific customer segment (top 10% of monthly users),has already showed a 21% reduction in churn and 25% increase in revenue.
This is only the first step in bringing the CIQ4T approach to life, but I’m expecting it to become a necessity for CSPs, as more recognise that their customers want personalised, real-time interaction and the importance of targeting the right individual with the right offering at the right time.
Next, I’d like to mention the progress of our fulfillment offering and how our Next Generation Fulfillment strategy has come to fruition. Likewise, this is a much-needed component for CSPs to ensure a high customer experience, particularly at the first point of engagement, in order to remain competitive and to drive profitable business.
Our real-time, high-performance, catalog-driven and fully integrated fulfillment platform monitors and expedites the end-to-end process from service order capture to service delivery with precision and with minimal human intervention, which greatly reduces the likelihood of failed orders, disappointed customers and, ultimately, lost revenue.
We will be announcing in the coming weeks and months how CSPs are leveraging Comptel Fulfillment to accelerate time-to-revenue for new products; support service innovation to help gain first-mover advantage; and ensure accurate and consistent product launches and deployments, optimising the customer experience and leading to improved retention and ARPU.
Again, I am confident that this development will meet the changing service aggregation needs, enable true innovation for market leadership and set CSPs out on the right path in today’s increasingly complex telecoms environment.
I hope we will have a chance to ‘co’nverse on facilitating improved CSP business performance at Management World 2012 this week, and wish everyone a very productive and ‘co’llaborative tradeshow.