Page 504 - Handbook of Modern Telecommunications

Network Organization and Governance 4-35

TABl E 4.3.1 Telecom BI Applications
Fraud Management Financial Analysis Marketing Analysis
Fraud detection tool that helps This vital BI tool enables This analytical tool makes effective
management stop crime and operate telecommunications carriers to take category management of
efficiently. Drilling down into the financial pulse of their business telecommunications services possible
customer and employee contact whenever needed. Examination of by providing analytics across a wide
records, it delivers insight that can financial performance metrics from range of marketing, planning, pricing,
reveal possible fraudulent activity, as across the enterprise arms financial operations, and network variables,
well as identifying operational managers with intelligence to make helping management determine what
problems that can be fixed. Covers the most profitable business promotions and service plans are most
areas including: decisions possible. Financial insight effective for specific customer profiles.
ultimately improves gross margins Covers areas including:
• Fraud analysis and bottom line performance.
• Corrective action and notification Covers areas including: • Up-sell analysis
• Product affinity/bundling • Loyalty programs
• Pricing models • Revenue reporting • Customer segmentation
• Discounting • P&L reporting • Demographic analysis
• Call volumes • Cost analysis • Cross-sell analysis
• Call times • Margin analysis • Service history
• Response times • Tariffs • Channel efficiency
• Complaint logs • Taxes • Next to buy
• Employee productivity • Budget variance analysis • Promo lift
• Capacity forecasting • Access and line charges • Price points
• Contracts reporting • AR/AP reporting • Market share
• Collections reporting
Network Optimization Sales Analysis and Billing Customer Care and Analytical CRM
Growing and maintaining profit A vital tool to gain effective insight Fierce competition for customers
margins requires optimum network from the terabytes of data associated across the telecommunications
efficiency. Powerful analytics tool that with selling and billing for landscape demands advanced
allows carriers to compare a wide residential, business, bundled, and customer care efforts. This BI
range of metrics across network unbundled services. Leverages data application enables telcos to segment
operations, and create real-time analysis into competitive advantage customers by demographic, service
reports that identify problems for by revealing more profitable sales plans, billing, and other criteria,
immediate attention. Alerts can also opportunities and the path to more delivering insight where it is needed,
be created for instant notification of efficient back-office operations. enabling managers to develop
emergency situations requiring rapid Covers areas including: effective strategies that win and retain
response. Covers areas including: profitable customers while weeding
• Product sales out unprofitable ones. Covers areas
• Traffic analysis and trends including:
• Network planning • Customer trends
• Quality of service • Sales force performance • Customer scorecards
• Network utilization • Commission reporting • Churn analysis
• Switch operations • Product affinity • Customer profitability
• Call routing • Account balances • Customer plan migration
• Capacity • Utilization • Service level agreement
• Switch utilization • Fraud • Trouble ticket
• Volume management • Telemarketing • Service complaints
• Failure notification • EBPP/intelligent billing • Customer inquiry
• Capacity analysis • Quota attainment • Dispatch request
• Service call monitoring
• Preferences and permissions