business intelligence
DESCRIPTION
Gives an overview of implementation of BI in telecom industryTRANSCRIPT
Business IntelligenceIn the Telecommunication Industry
Debesh Majumdar 09BM8016Kumar Bipallav Mani 09BM8068
Why is BI needed in Telecom?
Revenue leakageInaccurate or missing inter-carrier billingFraudChurnInefficient network usage and least cost
routing plans
Gartner PredictionsThrough 2012, more than 35 per cent of the
top 5,000 global companies will regularly fail to make insightful decisions about significant changes in their business and markets
By 2012, business units will control at least 40 per cent of the total budget for BI
By 2012, one-third of analytic applications applied to business processes will be delivered through coarse-grained application mashups
Advantages of using BI Discovering new revenue opportunitiesFine-tuning operations for improving
customer experienceAdvanced analytical functions by monitoring
financial data and analyzing models to develop loyalty
Expressive information on customer activity for suggestions on better service plans
Monitor workforce expenses on customer services
Data Sources and Users
Data Sources Data Users
Call Detail (Switch) Marketing
Billing Data (Billing Centre) Sales
Customer Care (Call Centre)
Service
Subscriber Data (Operational CRM)
Operation and Maintenance
Network Performance (OSS) Network Planning
DW Model
DW Model
Technological Architecture Data Sources
Call Detail (Switch)
Billing Data (Billing Centre)
Customer Care (Call
Centre)
Subscriber Data
(Operational CRM)
Network Performance
(OSS)
Data Users
Marketing
Sales
Service
Operation and Maintenance
Network Planning
ETL
Data Mining
Data Mart
Key Performance Indicators
•Wait times
•Average speed of answer
•Call volume
•Number of complaints received
Call Centre
•Availability
•Service life of equipment
•Downtime
•Call completion ratio
Capacity Planning
•Average revenue per user - ARPU
•Average revenue utilization – ARR
•Minutes of usage per user
•Profit and loss analysis
Financial
Analysis
Key Performance Indicators
•Average score from external surveys
•Average score from internal surveys
•Total number of complaints
•Total number of unresolved issues
Customer Satisfactio
n•Mean
opinion score
•Service•Duration
of calls•Billed
amount of each calls
Quality Usage
•% of land covered with services
•% of population covered with services
•Average land unavailable to services
•Average population unavailable to services
Coverage
Key Performance Indicators
•Effect of promo campaign on subscriptions
•Trend analysis
•Segment analysis
•Call behaviour analysis
Marketing
•% of open and level of escalationpriority
•Mean time to resolved
•Work in progress
•Customer service level statistics
Faults Complaints
•Normal traffic
•Identity deviations from normal traffic patterns
•Normal usage per customer per area
•Identify phone numbers with high deviation
Fraud
Key Performance Indicators
Front Office Marketing Churn Analysis, Customer Profiling
Sales Sales Performance, Channel Performance
Service Customer satisfaction, Call centre utilization and optimization
Back Office Operation and Maintenance
Revenue Assurance, QoS Analysis, Trend analysis for maintenance activity, Traffic data certification
Network Planning
Traffic distribution (origin, destination), new service delivery impact on network infrastructure
BI Tools availableSl. No Tool Version Vendor
1 Oracle Enterprise BI Server
10g Oracle
2 SAP Business Objects R4 SAP
3 SAP Netweaver BI 7.0 SAP
4 SAS Enterprise BI Server 9.2 SAS Institute
5 Microsoft Integrated BI 2010 Microsoft
6 IBM Cognos Series 10 10.1 IBM
7 Microstrategy 9 Microstrategy
8 Oracle Hyperion Systems 9 Oracle
Open source BI toolsBIRT Project
Gartner Magic Quadrant
TCO of BI applications
Thank You!