Make Real-time Contextual Offers to Subscribers
Use predictive analytics to understand who your subscribers are, how they use your services and what will entice them to stay with your service. Telecommunications companies can focus marketing efforts on the right customers by using Behavior-based Customer Insight for Telecommunications.
IBM has a suite of solutions to improve customer insight, transform business for higher efficiency, and support innovate business models to create new streams of revenue and profits in the telecommunications industry. Choose the area you are trying to improve in your business below to learn how we can help.
Transform Business for
Innovate Business Models
Improve Customer Insight
Understand your customers better to deliver higher quality of service. Service providers have a wealth of data about subscriber’s usage of services, channel interaction and their location throughout the day. Service providers can combine all of this information with external sources such as social media to gain deeper understanding of subscriber needs and preferences.
Subscriber Analytics (Segmentation)
How do organizations identify subscribers who are at risk of churning?
Which subscribers are likely to churn? Which are likely to respond to an offer to add voice or data roaming package or upgrade from 3G to 4G LTE mobile broadband? Analyze subscriber usage of various services such as mobile, home broadband, fixed line and entertainment and their interaction with channels including store, web and call center. Based on this analysis, subscribers can be categorized into hundreds of micro-segments and used to create targeted marketing offers for new services, add-ons, and retention tactics.
Learn how IBM Behavior-based Customer Insight for Telecommunications can help you identify subscribers who are at risk of churning and those that are likely to respond favorably to a targeted marketing offer.
Subscriber Profiling and Enrichment
Where are my subscribers likely to go during the day?
Which subscribers are likely to be together at the same location during specific times (example - breakfast) during weekends or weekdays? Analyze opted-in location data to build mobility profiles to which you can assign individual subscribers. Service providers can then combine the mobility profiles with marketing-defined lifestyle profiles to identify subscribers for targeted offers.
Learn how IBM Behavior-based Customer Insight for Telecommunications can help you analyze subscribers and match them with the perfect offer.
Social Media Insight
Integrating social media and advanced analytics for richer customer insight
How can I use social media to better understand my customers and brand?
How is my brand perceived by customers? Which customer segments are happy with a specific service (example – mobile broadband)? Which are not happy? Analyze opted-in and public social media data and correlate it with your customer's subscriber profiles to gain actionable insights into the impact of service reputation, and marketing campaigns on various customer segments.
Learn more about how IBM Social Media Analytics can help you use social media data to better understand your customers and brand.
Customer Experience Management
Transforming Customer Experience Management with IBM Now Factory
What are my subscribers using my service for?
Which apps are used by subscribers and how often are they used? How is an individual subscriber's quality of experience with my network as he or she goes about their day (at home, commuting, or on weekends, etc.)? Analyze mobile (browsing, search, Apps) as well as voice and SMS data to measure and improve quality of experience across all channels and services. These actionable insights can be used by marketing, customer care and network operations to reduce churn, increase revenue, and improve Net Promoter Score (NPS) across the subscriber base.
Learn more about how IBM Now Factory Customer and Network Analytics solution can help you understand your customer's experience.
Transform business for higher efficiency
Transform marketing, customer care, fraud prevention and network operations for a communications service provider
from reactive to proactive mode of operations. Transformation drives lower costs while delivering better quality of experience
for subscribers, higher productivity, revenue and profits.
Deliver the best action to your front line with Predictive Customer Intelligence.
How can I better communicate quality issues with my customers?
How can I find the problem affecting subscriber's quality of experience proactively? How do I communicate the issue as well as resolution progress with the affected subscribers? Analyze network and customer experience data to identify device, app or network issues proactively and inform affected subscribers before they call-in. Affected subscribers can receive regular updates on the resolution, thus eliminating the need to call customer care. Proactive care lowers the cost of call center operations (with fewer calls), while improving subscriber’s satisfaction with the service.
Learn more about how IBM Predictive Customer Intelligence can help you optimize production to increase profitability through collaboration across the organization.
Counter Fraud Management
Counter Fraud Management for Telecommunications.
How do I detect and investigate fraudulent activities in real-time?
How do I investigate potential fraudulent activities to stop fraudsters and avoid loss of service for regular subscribers? IBM can help communications service providers predict, detect and investigate voice and data fraud while avoiding or minimizing disruption of service to regular subscribers.
Learn more about how IBM Analytics can help improve project returns and schedule through data, analytics, insights and collaborative engineering.
Download the solution brief
Network Analytics Based on Customer Insight
Sprint puts real-time intelligence and control back into the network transforming operations.
How can I analyze network data in real-time to drive new insights and maximize customer impact?
How can I analyze network data in real-time to drive new insights? How can I invest in network capacity to maximize customer impact? IBM can help communications service providers innovate and improve their network for providing better subscriber experience at lower cost.
Learn more about how IBM Now Factory Network Analytics can help analyze network data in real-time to drive new insights and maximize customer impact.
Next Best Offer and Next Best Action
Celcom Axiata teams with IBM to improve market campaigns and ROI
How can I analyze network data in real-time to drive new insights and maximize customer impact?
How can I deliver targeted marketing campaigns for higher acceptance rate? How can I provide better customer care at lower costs? IBM can help communications service providers optimize their marketing and customer care to increase revenue and profits while lowering costs.
Learn more about how IBM Analytics Platform can help analyze network data in real-time to drive new insights and maximize customer impact.
Read the solution brief
How do I drive new and deeply correlated insights on key measures enabling new value such as Net Promoter Score (NPS), Churn, Cross-Sell and Up-Sell?
Learn more about how IBM Now Factory solutions can help analyze network data in real-time to drive new insights and maximize customer impact.
Innovate business models to create new streams of revenue and profits
Tap into the gold mine of data about subscribers responsibly to deliver additional revenue and profits. Join the Internet of Things (IoT) eco-system by creating new cross-industry solutions with automotive, government, healthcare, retail, energy and utilities.
Customer Data/Location Monetization
Big Data, Big Opportunities for Communications Service Providers
How do I improve design, collaboration, quality and productivity?
How can I monetize subscriber data for higher revenue & profits? Analyze subscriber's real-time location, demographics profile and behavior and usage data to identify their interests and needs. Based on this information, advertisers can then serve up localized and personalized ads to the subscribers via high speed internet, mobile phones and other mobile devices.
Learn more about how IBM Analytics can help you improve design, collaboration, quality and productivity.
Read the blog post
Internet of Things Analytics and Usage
IBM and Sprint Velocity Drive Connected Cars into the Future
How can I capitalize on insights gathered from Internet of Things?
How can I capitalize on insights gathered from Internet of Things (IoT) to offer personalized value-added services such as connected car, connected home, smarter transportation, remote health monitoring, public safety and Smart Grid? Consolidate and analyze massive volumes of new data generated by new devices connected to internet for new insights. IBM can help communications service providers build new cross-industry solutions with automotive, government, healthcare and retail to create new revenue streams and profits.
Learn more about how IBM Internet of Things analytics can help communications service providers consolidate and analyze massive volume of new data generated by new devices connected to internet for new insights.
Celcom Axiata personalizes communications to improve customer loyalty based on near real-time analysis of system usage.
XO Communications uses predictive analytics to identify subscribers at risk and give them a reason to stay.