Research conducted by TM Forum reveals operators tapping the data goldmine can enhance user experience, optimise capital investments and even increase CSP share prices
London, UK – 19th February 2015 – MYCOM OSI, the leading independent provider of best-in-class Service Assurance solutions to the world’s largest Communications Service Providers (CSPs), today announced the top-line findings from a new TM Forum report entitled ‘Network analytics: Creating better customer experience and new revenues’.
TM Forum identifies network analytics as a key area CSPs are targeting in order to better increase data quality of service which is a primary reason for churn rates as high as 50%. Further, the report states that those CSPs that deliver the best quality of service and network performance to create a competitive mobile broadband product can expect their share price to rise significantly.
The research carried out by TM Forum draws on primary research from 163 industry professionals and involved in-depth interviews with C-Level executives representing eight leading operators across EMEA, North America and Asia.
The full report, to be released at Mobile World Congress, will show that CSPs are not only using network and service data to manage their network and service delivery, but they are increasingly going (or more typically aspiring to go) well beyond this, enriching this data and applying sophisticated analytics to both historical and real-time data to learn how to improve service quality and customer support, create more attractive offers for their customers and predict and mitigate churn. Importantly, they are looking to act quickly and decisively on this information, using it to drive both automated and manual processes to benefit their businesses.
“Our research shows network analytics can have a direct immediate impact on network and service quality, customer experience, churn, revenues, costs and ultimately even share price, so CSPs should clearly invest in them,” said Rob Rich, Managing Director, Insights Research, TM Forum “But our research also shows that CSPs need network analytic solutions that derive actionable intelligence, and not just tools and data collection platforms. We would recommend partnering with highly experienced companies that have built a deep and contextual understanding of the business value of telecom network data. After all, analytics are about delivering business value, and CSPs need solutions to achieve that quickly and cost effectively.”
“This research reflects what we are hearing from our customers – and we do count 8 out of the top 10 global CSP groups as customers – who are increasingly leveraging network and customer big data analytics to impact their quality of service and strategic investment initiatives,” commented Mounir Ladki, President and CTO of MYCOM OSI, “For example we have a customer leveraging Big Data and network analytics to optimize Capex spend by aligning network investments to the value of customers and services. We are investing more in the analytics area and will be making some announcements at Mobile World Congress.”
MYCOM OSI will announce the full results of the operator survey, ‘Network analytics: Creating better customer experience and new revenues’, at Mobile World Congress on Monday 2 March, when it will be available to download from the TM Forum website.
