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© 2018 TM Forum | 1
Director Communications Industry Solutions, Oracle
Andrea Canessa
Unlock the Value in Customer and Network Data: Harnessing Advanced Analytics and AI for Decision Support
Product Marketing Director, Oracle
Jamal El Faiz
© 2018 TM Forum | 2Slide 2
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Data Driven Transformation is Strategic to Communications
DrivingInnovation
MaximizingProfitability Operational
Efficiency
ServiceExcellence
VALUE
RISK
CUSTOMER DATA(end user)
FUTURE
PAST
NOW
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 4
Forthnet combines the data from fixed telephony, broadband and pay TV services to:
• Improve the data quality
• Holistic view of the customer
• Improve targeting
• Reduce Churn
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 6
Etisalat improves marketing campaigns and data exploitation by 97%
▪ Nigerian Mobile Operator Customer base of 19 million subscribers
▪ Stimulate new revenues through sophisticated targeting
▪ Improve data quality and data definition with SID model
▪ New solution cuts the Data loading now every 5 -10 minutes, compared to 68 hours previously for a day’s worth of CDRsRetrieval of data improved by 97%
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
7Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
4 hour Reduction in analysis time to
detect fraudulent activity
Deliver real-time offers and prevent fraud
• Manage over 35 million customers and 1.5 billion events daily
• Deliver location-based offers and services to subscribers
• Detect fraudulent pre-paid calling card transactions
• Deployed Oracle Exadata, Oracle Advanced Analytics ,Oracle Data Integrator, Oracle Stream Explorer
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
8Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
35,000Call center minutes saved daily
Improve network analytics, call center efficiency
• Optimize subscriber and network data handling
• Strengthen analytics and reporting
• Improve customer-care agent reponse times
• Deployed Oracle Big Data Appliance and ISV partner mCentric’s application.
“There is no other platform that offers such performance.” – Jameel Mohammed, Group Chief Operating Officer, Globacom Limited
40x Faster
network event analysis
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 9
Customer Segmentation
Over 3.2 PB of customer data
Drive company’s strategic planning
Deployed Oracle Exadata, Big Data Appliance
9Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
“...we can offer more integrated, targeted solutions to millions of customers.”
Carolina Bouvard Nuño, BI and Transformation Director
Reduction in time to use new data90%
10Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Customer Satisfaction Management
30%NPS Improvement
4% Reduction in wasted engineer visits
• Improve customer satisfaction and service quality and reduce customer churn and costs
• Understand customer behavior by combining data from multiple structured and unstructured sources for analysis
• Identify customer perspectives, behavior and needs for improved customer engagement
“There was no other tool on the market that combined an integrated front-end with flexible data store, text enrichment, and sentiment analysis.” Claire Hyland, Head of Information Strategy, Virgin Media
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 11
Optimize Network & Operations
1,000+Databases and workloads to be moved to Oracle Cloud
70,000Field technicians managed by Oracle Service Cloud
• Optimize operations and increase productivity
• Improve customer service
• Reduce IT costs and gain new flexibility
• Move 75% of workloads to cloud by 2020
“We believe that the future of the network is to be data-powered, to be software-centric, and to be fast and responsive,” said John Donovan, Chief Strategy Officer with AT&T Technology and Operations. “[…] This collaboration with Oracle accelerates our network transformation and migration to the cloud to expand efficiency, performance, and reduce cost while improving overall customer service.”
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Start with a Business Problem Statement
“If I had an hour to solve a problem I'd spend 55 minutes thinking about the problem and 5 minutes thinking about solutions.”
― Albert Einstein
Clearly Define Problem
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Advanced Analytics & ML —Best Practices
1. Start with a Business Problem Statement
2. Define it as precisely as possible…60% of the time
3. Assemble the “Right Data” for the Problem
4. Create New Derived Variables
5. Use ML to build models
6. Train the Model on selected data
7. Automate and Deploy Enterprise-wide using AI
Nothing is Different; Everything is Different
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
More Data Variety—Better ML and Predictive Models
• Increasing sources of relevant data can boost model accuracy
Naïve Guess or Random
100%
0% Population Size
Res
po
nd
ers
Phase 1: 3 data sources Model with 20 variables
Phase 2 : 5 data sources added Model with 75 variables
Model with 250 variables from 25 data sources
Model with “Big Data” and hundreds -- thousands of input variables including:• Demographic data• Purchase POS transactional
data• “Unstructured data”, text &
comments• Spatial location data• Long term vs. recent
historical behavior• Web visits• Sensor data• etc.
100%
375 variables
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
© 2018 TM Forum | 15
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
16Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Eco-Friendly Scooter
• Enable completely electric, rechargeable, and connected to the Internet of Things
Centralized View • Need to integrate monitoring and
recharging data to collect, visualize, analyze and predict usage
Solution• Oracle Cloud Platform—IoT, Java, Database
Rapid Development • 2 Weeks from design to deployment
• and ready to scale globally
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 17
Contextualized Customer Interaction
Customer Behavior Intelligence
Massive Interaction Automation
Increase Revenue and Customer Loyalty
Improve Customer ExperienceEase Space Interaction and Scale
Oracle Digital Spaces MonetizationA modern, cloud based offering, deployed modularly
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
CUSTOMER PERSPECTIVE
We will utilize geo-location and behavioural-based targeting for in-terminal offers, tracking of real-time customer service and the provision of key customer information improving the customer journey and improving operational efficiency.Roger Westerbeek, Group Head of CRM & Loyalty at Manchester Airport
An Airport Experience at Manchester
18
52 million passengersMove through its five airports each year.
Measure both passenger footfall
and dwell time
Deliver mobile offers and
promotions, increase traveler satisfaction, retail
sales and in-terminal visibility
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted
Incremental revenue that is 100% margin
Why monetize your data?
SafeEasy Flexible
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
The Oracle Data Marketplace
20
Oracle Data Cloud
operates the world’s
largest data marketplace
with 90+ branded data
providers and 50,000+
audience categories.
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 21Confidential – Oracle Internal/Restricted/Highly Restricted
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
CUSTOMER DATA
DEVICE DATA
NETWORKDATA
3rd PARTYDATA
Telco Digital Transformation has Four Dimensions
DigitalService
ProviderData is at the Core of Each Dimension
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Innovation
23Confidential – Oracle Internal/Restricted/Highly Restricted
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Datais fueled by
Innovation
24Confidential – Oracle Internal/Restricted/Highly Restricted
© 2018 TM Forum | 25© 2018 TM Forum | 25
Q&A
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement
The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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