Advancing Customer Experience to Personalization Experience

15 August 2015
(3 votes)

There has been much discussion on how analytics will be driving new revenue streams for content and communication service providers, in particular, how real-time data will fuel the growth in service offers that meet subscriber needs in a more targeted and effective manner.

Frost and Sullivan and Stratecast, a leading research firm specializing in Information and Communication Technologies took an in-depth look at how analytics will be driving revenue opportunities for players in this segment including Mobile Operators and Cable Service Providers in their report 'Purpose-Built Analytics Advances the Personalization Experience While Capturing New Revenue'.

The white paper zooms into how real-time analytics will provide the inputs necessary for content and communications service providers to institute real-time actions that respond to market changes, in particular insights on users' consumption and spending habits, especially on mobile data services and video content packages, two of the fastest growing yet highly complementary segments in today's digital content and communications space. The proliferation of various digital services and the multitude of online content that is consumed on mobile devices will give rise to varied patterns of consumption, and subscribers will respond to offers and services that best meet their specific interests and needs.

Towards this end, the integration of real-time analytics into service providers' mediation, charging and billing functionalities will play a critical role in enabling Operators to deliver, not only the right deals to the right subscriber groups, but also to improve overall customer experience on all their services and enhance the choices of content and applications that are included on their subscription plans.

Stiff competition and dwindling profit margins, especially on standard plans, also mean that mobile operators and content providers alike must capitalize on alternative packaging, for example, bite-sized offers, content-specific plans, event-based and usage-based deals that are highly effective in augmenting the Operators' ARPU. This is where real-time insights on network performance, subscriber transactions, experience and content engagement provided via dashboards powered by purpose-built analytics will help Operators to quickly identify opportunities and tailor more innovative offers towards better engaging their subscribers and achieving higher take-up rates on their offering. 

The white paper, amongst others, discusses in detail the following key areas and how these will be supported by robust analytics:

  • Data Mediation for Billing

  • Network Assurance Monitoring

  • Revenue Assurance

  • Fraud Management

  • Law Enforcement Agency (LEA) Needs

  • Network Security

..and shares emerging areas which will greatly benefit from analytics in future, including Near Real-time Customer Notifications from New Bill Shock Regulations, Customer Service Assurance, Margin Assurance and Cost Analysis, Network-Based Customer Endpoint, Customer-Focused Network Planning and Optimization Network Data Aggregation for Legacy Systems Support.

Some illustrations from the white paper - A real-time offer management solution and how it helped a European Communication Service Provider (CSP) increase take-up rates on its value-added offers up to 19%

Learn this and much more on how analytics will become an integral part of the telecom and content provider ecosystem. Stratecast's 'Purpose-Built Analytics Advances the Personalization Experience While Capturing New Revenue' white paper is now available for download.

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