big data tag
5 result(s) displayed for big data (1 - 5 of 5):
Cable multiservice operators (MSOs) have embraced the need for broadband data, and with good reason. Broadband data demand is expected to grow by 560 percent over the next five years, according to a recent Bell Labs study, largely driven by demand for pay TV and video and cloud traffic generated from the proliferation of data centers.
Cable MSOs are doing well by their entertainment services bundled with residential broadband offers, but this revenue is under siege by the likes over over-the-top (OTT) video services such as Netflix and Apple. Hence, cable MSOs are constantly in search of new revenue opportunities.
One strong candidate for new revenue is commercial services for small and medium-sized business (SMBs). This area generated 10 percent of MSO revenue in 2014, according to Gilbert Marciano, CMO Strategic Marketing - Customer & Market Insight Senior Manager at Alcatel-Lucent, in a recent TechZine posting appropriately titled, Differentiate your SMB services with big data. In fact, it is noted that in the U.S. Comcast and Time Warner Cable together generated roughly $5.5 billion from the segment in 2013.
By Greg Owens, Senior Director Customer Experience Solutions Marketing, Alcatel-Lucent
The rise of big data is causing service providers to ask some big questions: How should we store our data? How long should we keep it? What parts of it are relevant to our business? Most importantly, how do we get value from it? To turn big data into a big deal, service providers need to extract insights that can help them make smart business decisions and improve the customer experience.
The value of big data is all in what useful and actionable information it can provide. I find it exciting to see how service providers use big data analytics to gain new insights and solve complex problems. With this post, I’ll look at some new research by industry analysts and three key opportunities that big data analytics presents to service providers.
Knowing what to do — and what can be done — with big data are important key to success. But these things are easier said than done. For its special report on big data, European Communications asked respondents to name the biggest barrier to operators seeking to execute a successful big data strategy. A lack of understanding of the potential that big data presents topped the list, getting the nod from 27% of respondents.
This response highlights the real challenge for service providers: finding ways to extract value and create tangible benefits from big data. Providers have vast amounts of information about customers, networks, services and operations. So how can they monetize it?
By Thomas Fuerst, Senior Director, Multimedia Solutions MarketingAlcatel-Lucent
Monitoring and analyzing network data proactively saves operators time, money, and customers.
When a network service fails, it makes headlines, ticks off customers, and costs that network operator money. When a failure is headed off in advance, on the other hand, there might not be praise-laden headlines, but it's newsworthy nonetheless.
The traditional approach to customer care has typically been: a disgruntled customer calls customer service and complains of a service interruption or problem; the rep, learning of it for the first time, sends out a technician the next day, and eventually finds a resolution. Often, customers are left feeling put out, and the operator has spent significant time and money resolving the problem. Even worse is the customer who doesn’t call and just feels this is ‘typical’ of their network experience. That is a customer at risk of leaving.
Proactive care flips this dynamic on its head by using predictive analytics to identify potential outages or errors in the network and stop them before they occur. It consists of three main parts: one, constantly monitoring and measuring data on the network; two, real-time analysis of the data; and three, the most important, acting on that analysis to fix the problem.
By Mae Kowalke
The battle for the best mobile device portfolio steals the headlines with its flashy array of smartphone offerings. However, increasingly it appears that the war will be won by the mobile broadband operator who provides the best customer experience as enabled by overall quality of experience (QoE) on their network.
“To thrive in today’s competitive mobile broadband market, service providers must deliver superior QoE and enrich the customer experience,” noted Greg Owens, director of marketing for customer experience at Alcatel-Lucent, in a recent Enriching Communications article, “Customer Insights Improve Business Performance, stated that, “With growing pressure to reduce churn and increase revenues, service providers need to have a better understanding of how customers use their services.”