The Need for Speed Drives CSP Analytics
by Sheryl Kingstone - Yankee Group Research
Communications service providers (CSPs) are undergoing a fundamental transformation due to the availability of the Anywhere Network® and the hyper-convergence of Internet, media, mobility and devices. Whether that transformation is driven by consumer services or business solutions, CSPs that focus on differentiating their service delivery will achieve leadership status.
Yet, CSPs miss so many opportunities to deliver differentiated QoS and provide optimal customer experience. CSPs must understand improving the customer experience goes beyond status quo service monitoring or business intelligence (BI) reports on customer churn, ARPU and satisfaction. Instead, every CSP decision-maker needs constant analysis of a broad range of data, filtered and packaged properly and provided to them in real-time to elicit up-to-the-moment situational awareness in order to speed decision-making, delivery and execution. In other words, they have the need for speed.
Yankee Group defines real-time analytics as “the ability to shorten time to act by allowing CSPs to automate the next-best action based on business objectives.” It does not replace traditional business intelligence, but adds a layer of actionable intelligence into decision-making that can be embedded into business processes.