Amdocs bda launch press briefing 27.04.15

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© 2015 – Proprietary and Confidential Information of Amdocs 1

Amdocs Big Data

Analytics

Amdocs BDSI-BDA

April 2015

2 Information Security Level 1 – Confidential

© 2015 – Proprietary and Confidential Information of Amdocs

Data Intimacy and

Availability

Why Amdocs for big data?

We understand the data

and have access to it

We have ready to use

collectors to mainstream

data sources

We understand the data in

the right business context

Enriched customer data

models and analytics for

prepaid and postpaid

markets

We create actionable

recommendations and

close the loop in our

systems

CES is evolving to have

machine learning inside

Domain and

Technology Knowhow

Closing the Loop in

Real-Time



Value

Applications

Infrastructure

Different Needs – One Goal

(Different departments have different needs)

E x i s t i n g c o m p l e x i n f r a s t r u c t u r e

Improve customer experience,

drive new revenues, and improve efficiencies

Customer satisfaction

and NPS

improvements

Care Marketing More effective marketing,

customer profiling, and

upsell opportunities

IT More efficient

operations and

data storage

Network

Optimizing most

effective network



New BDA solution Offerings

Data Management Services

Deep Network Analytics

High Definition Marketing Analytics

Consumer and Business Satisfaction Analytics



1. Data Management Services



The CIO Challenge

Increased demand for advanced data analysis,

real time and new business models

Increase in data volume and variety

Data extraction from operational system is a pain

Lower cost technologies, use of enterprise-grade

open source

Heavy OPEX investment on legacy DWH

Impact on

CIO data

management

strategy



Amdocs Data Management Services

A Range of Services- Better Insights- Better Visibility

• Extract and understand data quicker than ever before

• Materially reduce costs in reporting and data management budgets

Probes Social

RAN

Inventory

Usage & Charging

CRM

Unlock the data

Reduce Cost

Transform to a data driven business quicker

Productised

Collectors

Open source

Technologies

Logical Data

Model

Services Suite

Fully Secure



Amdocs Data Management Competencies

USA Dallas

Operations & Development Center

USA Atlanta

Operations & Development Center

Ireland Competency & R&D Center

Israel Competency & R&D Center

India Competency & Operation Center

400+ skilled professionals

• Informatica

• Data Stage

• Cognos

• Business Objects

• Hive

• PIG

• Python

• Kafka

• Data streaming

(Storm, IBM Streams)

• Teradata

• Vertica

• Greenplum

• Netezza

T e c h n o l o g y E x p e r t i s e :

• Hadoop

• Map Reduce

• Hbase



Amdocs Data Management offering supports

SPs across the entire data lifecycle

Collect Store Understand

Extraction, Integration & Transformation Storage & Processing Analytics, Reporting, Visualization

Data Mapping & Integration

Operational Data Store Managed

Services

& SI

Data Management Modernization (incl. Hybrid DW-BDA)

Data Science as a Service

Reporting & Dashboards

http://www.iconarchive.com/show/icons8-metro-style-icons-by-visualpharm/Charts-Mind-map-icon.html



2. Actionable analytics solutions



Actionable analytics solutions

Consumer and Business

Satisfaction Analytics

High Definition

Marketing Analytics


• Next Best Network Investment

• Predictive Maintenance

• Corporate Network Analytics

for Service Operations

• Enterprise Experience

Management

• Care and Commerce Journey

Analytics

• Customer Network Care

• Proactive Care (Financial)

• Dynamic Micro Segmentation

• Next Best Offer

• Charging Business Analytics




Approximately 40% of customer’s

frustrations lies within the network. This

suite uses analytics to guide more

intelligent investment decisions, identify

network issues before they occur and

obtain a deeper understanding of precisely

the network factors that are determining

customer NPS results

• Next Best Network Investment

• Predictive Maintenance

• Corporate Network Analytics

for Service Operations



Next Best Network Investment (already announced)

How do I focus my CAPEX to hit my target audience?

How do I change from a static based coverage planning

approach to a to a proactive one, where I can:

• Target my spend to achieve the greatest ROI?

• Understand where are my highest revenue users?

• See and improve their experience?

Finding the right balance



Next Best Network Investment Key Takeaways

Monitor Customer Value and Connectivity Experience Indicators

to find areas of high importance that could require investment

Correlate multiple complex KPIs and attributes from network and

BSS to provide actionable insights and focus areas

Improve customer experience and optimize CAPEX and OPEX by

targeting key investment areas based on value and performance

Allowing Network planners to make more informed Investment

decisions driving Customer Experience improvements whilst

optimising Capex and Opex allocation



Predictive Maintenance

How can I focus my engineering teams to focus on the

right issue at the right time?

How can I improve Customer satisfaction by focusing on

the priority sites?

How can I improve the productivity of my field teams to

focus on the right issue at the right time?

Anticipating network faults

before they impact the

customer experience

• Deployed in 30 leading Telecom Operators worldwide ~ 700M subs

• 9000+ repository of ‘self learning & self correcting’ patterns

• MTTR reduction by 400% ~ cost reductions of 45%



Predictive Maintenance Key Takeaways

Correlate data from the RAN FM and Performance management

systems to get an E2E view of the network

Detect & react to anomalies in network elements that through

machine learning are known to lead to failure

Reduce OPEX and increase customer satisfaction by prioritizing

sites by time, date and value by using revenue and Customer data

Enabling Network Operations teams to detect network anomalies

to determine that a network element is trending into failure and

then prioritize the fix



Corporate Network Analytics for service operations

What’s really impacting

how customers experience

the network?

Improve NPS by taking a proactive approach, focusing

network and service operations on how customers are

experiencing the network

Correlate multiple data sources to automatically identify

causes of customer impacting issues

Significantly reduce Mean Time To Repair (MTTR)



Corporate Network Analytics Key Takeaways

Support network operations to become more customer-

centric

Focus network and service operations on customer-

impacting issues and discover the probably cause

Using analytics to help Network Service Operations

understand the factors impacting Customer Experience



Consumer and Business

Satisfaction Analytics

This suite is designed for the care

and business organizations to

improve CSAT and NPS metrics

across the entire business.

• Enterprise Experience Management

• Care and Commerce Journey Analytics

• Customer Network Care

• Proactive Care (Financial)



Enterprise Experience Management

How can I analyze my customers’ satisfaction and

experience from their perspective?

What is pulling my NPS down?

What are the KPIs within my organization that are

fundamentally driving NPS?

How can I overcome the NPS lag and have

continuous feedback on my customers’ experience?

Improve your NPS



CEM – The Gap

How customer experience is reflected in the SP systems

Mind the Gap!

High availability

Fast fix times

Works as

designed

No alarms

No care calls

x Why my orders aren’t

on time?

x How can I get the

service Manager

service I need?

x Why are there so

many

disconnections?

x Why is my VPN

down?

40% of customers’

frustration

lies with

the

network*

Service Manager

SP

View

Customer

View

* NSN acquisition and retention study




Use analytics to help business managers, account/service managers

and product managers understand what drives NPS

BSS

Care

Weight

Cost

Weight

Service Delivery

Weight

Billing Disputes

Weight

Network Quality

Weight

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

KPI

Network

Analytics

Model

Voice of the

Customer (NPS Surveys)

CEI

Hundreds of KPIs





Enterprise Experience Management Key Takeaways

Continuously monitor customer satisfaction through a

metric comprised of KPIs from various systems

Understand in depth the customer experience of your

enterprise customers

Identify main drivers of customers’ NPS / customer

experience

Close the loop to solve customers issues before they

impact customer satisfaction

Using analytics to help business managers and account / service

managers understand what drives Enterprise customers’ NPS



Care and Commerce Journey Analytics

How can I identify the

issues with most impact on

customer service and

customer experience?

Identify where customers requirements are not

met, online or via CSR

Identify causes of repeated calls, increase First

Call Resolution (FCR)

Analyze causes for higher CSR effort and

increased handling time (AHT)

Identify customer needs and issues that can be

deflected to self-help



Care and Commerce Journey Analytics Key Takeaways

Identify and understand customer interactions across

channels and interaction points

Perform deep root-cause analysis to determine pain

points and key drivers behind interactions with care

Using analytics to help Customer Care and Commerce managers

understand the optimal route to customer interaction

Improve customer experience and care metrics such as:

FCR, AHT

Optimize care and commerce processes, offload

customers to self-help when possible



Customer Network Care(already announced)

When a customer calls with network issues:

• How can I reduce average call handling time in regard to

network customer inquiries?

• How do I positively change the dynamic of the conversation

with the customer?

• How can I improve customer experience and call deflection by

channeling network inquiries to the right person with the right

insights and proposed actions?

Visualizing the individual

customer network experience

40% of customers’ frustration lies with the network

But CSRs usually don’t have access to customer network status



Customer Network Care Key Takeaways

Integrate Network health and customer experience on the

network with the CRM system

Change the dynamic of the conversation by enabling the CSR to

understand and see exactly where the customer is having issues

Reduce Average Call Handling time and improve First Call

Resolutions whilst reducing the number of trouble tickets

Allow Customer Service agents to see the customer’s network

experience to improve contact center effectiveness and drive

customer satisfaction



Proactive Care (already announced)

How can we identify and resolve issues before the

Customer seeks care?

How do we proactively guide Customers to unassisted

self service channels to lower care costs?

Which Customers are sensitive to unexpected charges

and likely to call?

Anticipating Customer issues

before they cause problems

● 5% increase in deflecting calls by better hit rates in self service

● 4.5% reduction in AHT from ideal routing to agents

● 7.7% AHT reduction from agent guidance

● 94% accuracy for predicting reason for financial calls

● ~$50M in projected savings over 4 years

CUSTOMER

EXAMPLE



Proactive Care Key Takeaways

Improve NPS and reduce costs with contextual, real-time and

action driven analytics

Change the dynamic of the conversation by enabling the CSR to

understand and see exactly where the customer is having issues

Reduce Average Call Handling time and improve First Call

Resolutions whilst reducing the number of trouble tickets

Allow Customer Service Managers to anticipate customers’ needs

and act accordingly, improving customer satisfaction and NPS

while reducing handling costs



High Definition Marketing

Analytics

Analytics and machine learning help

organizations transform the practice of base

management and upselling from an art to a

science to ultimately drive up revenues and

provide more relevant offers to a CSP’s

customer base

• Dynamic Micro Segmentation

• Next Best Offer

• Charging Business Analytics



Dynamic Micro-Segmentation

Customer-centricity begins with intimate understanding

of your most important customers. How do you provide

marketers with data on all customer interactions

(usage, billing, care, NW, etc.)?

How analytics can improve customer understanding

and targeting?

Can marketers gain direct access to customer data?

Improve marketing efficiency



The Marketer Challenge

Dozens of source systems

Hundreds of offers Hundreds of campaigns

Weeks to get answers from IT Millions of customers

Customer Expectations My Goals

Know me

Know my needs

Give me good offers

1. Increase revenue by…

2. Reduce churn by…

3. Increase NPS by…



Dynamic Micro-Segmentation Key Takeaways

Accelerate marketing process with accurate and

up-to-date enriched customer profile

Visual and interactive exploration of customer base at the

marketer’s fingertips

Holistic management of the customer base for improved

targeting using analytics

Automatic alerts on business opportunities and threats

Using analytics to help marketers and business managers

improve targeting and better understand the customer base



Next Best Offer

How do I identify the next

best product or service to

offer to each customer?

Recommend the appropriate offer for a consumer at the

right time, through the best channel(s) and in context of

that customer’s unique buying preferences.

End to end analytical recommendations from the product

catalog, best offer and pricing as well as multi-channel

delivery in the inbound and outbound channels.



Next Best Offer Key Takeaways

Improved offer acceptance rate with personalized

recommendations from the CSP catalog

Increase customer satisfaction by approaching each

customer with a relevant, tailored offer

Extend opportunity to present offers to customers during

interactions via different inbound channels

Enables automated, end-to-end marketing optimization

Using analytics to help marketers and business managers

improve marketing results while increasing customer satisfaction



Charging Business Analytics(already announced)

How can I make my targeting and

segmentation for new offers and

services more accurate?

What services are my customers

consuming most and are there any

trends that should concern me?

In a competitive market, business

decisions need to be made quickly,

based on rich, current data



Charging Business Analytics Key Takeaways

Quickly gain business insights with up-to-date view on: usage

activity, offer uptake, data plan utilization, top-up performance

Interactive online slice & dice to see the data in different

resolution and views

Improve targeting of new offers, products and services

Using analytics and billing data to help marketing departments

understand their customers intimately, how promotions and top

ups have performed and how data plans are being utilised



Thank you….