FEATURE: BIG DATA
FEATURE: BIG DATA
"Given the extent of
poverty and disease
on the continent,
two key uses would
be in infection and
crop monitoring."
Nokia’s Do Vale explains that, a
key inhibitor is the cost and effort
sometimes required to deploy new
analytics capabilities. There are
different approaches to deploying
analytics solutions, some of which
require large investment and
significant effort to upgrade existing
network infrastructure. In addition,
some service providers lack the in-
house resources and expertise often
required to monitor and interpret the
massive amounts of analytics data.
Another inhibitor is that it can be quite
difficult to decide where to begin with
analytics deployments. There are so
many areas that can benefit from
analytics, that service providers can be
at a loss as to where they can benefit
from analytics
most in the short
and long term.
“Nokia addresses
these issues
by offering
communication
service providers
the best bang for
the buck solutions
that delivers
appropriate
level of analytics
intelligence to meet key business and
operational needs, without requiring
major infrastructure upgrades. Nokia
analytics products are designed to be
intuitive and easy-to-use so customers
do not require in-house data scientists
to make sense of the analytics data,”
says Nokia’s Do Vale.
Similar to any business transformation
project, implementing a project
around Epicor Data Analytics
requires skilled resources with a good
understanding of the industry. While
cloud may have removed most of the
technology challenges of requiring
a technology infrastructure to be
in place, there are still challenges
during the implementation. “You are
addressing a business challenge, not
just a product challenge and your
resources need to be aware of that
business. You need to have qualified
senior resources to drive such an
engagement,” says Tohme.
End user enterprise organisations from
South Africa, UAE and Saudi Arabia
fall into a tier-one slab in terms of
their IT maturity. “Customers from
these regions and definitely vendors
are very well matured. The customers
have specified budgets. They have
very specific requirements. They know
what they want to achieve. They have
defined projects, defined budgets,
defined timelines and typically the
resources they have are senior and
mature,” continues Tohme.
The rest of the countries from Africa
and Middle East fall into a tier-two
slab. In this slab, large enterprise
organisations do have large IT teams
to drive technology implementations.
But for medium sized enterprise
organisations, the IT teams are
invariably a single-person show.
While they may have significant
IT procurement budgets, success
of a project is largely driven by the
skilled resources of the vendor and
the implementation partners. “This
is where the vendor plays a major
role in making sure the project is a
success,” reflects Tohme. ¡
SAFARICOM USES NOKIA CEM
ON DEMAND TO DIFFERENTIATE
SERVICES IN KENYA
Kenya-based Safaricom is using analytics from Nokia to improve its
response time for customer queries and network complaints, as well as
productivity and efficiency improvement.
Customer demands are constantly evolving and will not
slow down. To keep pace with this, operators have been
managing digital transformation, seamless omni-channel
experiences and embedding the voice of the customer into
their operations. However, with technology evolving faster,
growing competition and greater consumer standards, it
is increasingly difficult to maintain pace with customers.
This is all making operators connect with customers in new
ways, through new channels, with new products.
Safaricom, the largest integrated telecommunication
service provider in East Africa, has chosen Nokia’s
Customer Experience Management on Demand (CEMoD)
to differentiate its services in Kenya and take its connection
with customers to the next level.
Safaricom uses Nokia’s CEMoD to understand and improve
the daily network experience of each individual customer.
It prioritises network investments based on customer
experience insights including MSISDN level details that
guide decisions like which sites to upgrade first to 3G or
4G. Nokia’s CEMoD has greatly improved investigation
processes and insights for fraud and security teams.
Nokia’s solution is used to improve services for more
than 25 million subscribers in Kenya by using big data
technology to derive real time insights from network,
customer and revenue touchpoints. With these insights,
Safaricom is able to provide proactive customer care,
resolve network issues and prioritise capital expenditures.
Safaricom uses Nokia’s CEMoD to derive insights on
voice, SMS and M-Pesa traffic, processing 214 billion
data points per day. The team is currently adding mobile
data capabilities.
Bob Collymore, CEO Safaricom.
The solution was deployed within 12 months, with a pilot
running in the first six months in western Kenya. By using
the CEMoD, Safaricom has reduced the time it takes to:
•
•
•
•
The telco is using Nokia’s CEMoD with six content packs,
including Customer Experience Index, Customer Quality
Insight, Customer Care Insight, High Value Customer
Insight, Over the Top Insight and Service Quality Insight.
Individual use cases for each user department are built
on these content packs.
The Cognitive Analytics suite is powered by Nokia Bell Labs’ machine learning algorithms,
which enables software to increase accuracy over time. (Image courtesy of Nokia)
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INTELLIGENTCIO
www.intelligentcio.com
Nokia’s CEMoD allows Safaricom to collect every
customer’s network experience from network probes
and is integrated to other internal systems including
financial, customer data warehouse, customer relationship
management and M-Pesa. The insights are actively used by
Safaricom’s technology, customer care, finance, marketing,
sales and strategy teams.
www.intelligentcio.com
Retrieve subscriber records for customer care from 2 to
6 hours, reduced to 15 minutes
Obtain customer satisfaction scores for the entire
network, reduced from 30 days to near real-time
Determine root causes for service degradation from
24 hours, reduced to 10 minutes
Ensure network-related issues are put into context with
a real time understanding of the customers impacted
and their value to Safaricom
Safaricom has started to proactively reach out to its
customers who experience challenging network conditions
assuring them that their concerns are known and being
dealt with. As the biggest communication company in
East and Central Africa, Safaricom services 25 million
subscribers, providing over 200,000 touchpoints for its
customers and offering over 100 different products under
its portfolio. Safaricom has harnessed its proprietary fibre
infrastructure to build a dedicated enterprise business,
which provides managed IT services to clients in the East
African region. ¡
INTELLIGENTCIO
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