Data Addicts Telecommunications 09 03
Content
Business Intelligence for Telecommunications DataAddicts -Rohit Khandelwal Khandelwal (09BM8042) (09BM8042) -Archit Mehrotra Mehrotra (09BM8012) (09BM8012)
Structure Introduction about data warehousing and business intelligence Its importance in the telecommunications sector Key Performance Indicators Data Modeling - The Facts and Dimensional Tables Major Player Pl ayerss Future of Data Management in the sector
Introduction Data Ware housing: A wareho warehouse use is a subject subject-or -orien iente ted, d, in integ tegrrated, ated, time-v time-vari arian antt and non-volatile collection of data in support of management's decision making process
Business Intelligence Business intelligence (BI) is a broad category of applications and technologies for gathering, storing, analyzing, and providing access to data to help enterprise users make better business decisions
Importance in Telecommunication Huge ±
amount of data to be handled
5.5 users/second users/second are added in Indian telecommunic telecommunication ation industry Source
: TRAI
Provide competitive advantage ±
Profit Margin is thin and even small degree of efficiency improvements improvements add up and fund investments investments
±
Modeling of different scenarios
Importance in Telecommunication Address the requirements of marketing, finance, customer service, sales and engineering departments departments ±
Simultaneous
use of data from different departments requires an efficient
data management
Regulatory requirements imposed by TRAI ±
Stringent reporting
Upcoming
requirement requirement
technologies
management ±
number portabilit portabilityy
±
3G spectrum
increases
the
emphasis
of
Data
Importance in Telecommunication Effective segmenting, targeting and positioning ±
Understa Understanding nding Customer Customer Usage Usage pattern patternss by analyzin analyzing g call call detail detail recordin recording g (CDRs)
±
Trend analysis for for area, time and product
±
Assists to estimate estimate revenue, volumes volumes and margin of profit
±
Cate Catego gori rizi zing ng cu cust stom omer erss into into segm segmen ents ts acco accord rdin ing g to thei theirr be beha havi vior or and demograph demographyy that for for CRM
±
To lunch accurate marketing campaign and improved ability to target new customers.
±
Also supports to track the performance of campaign within a period of time that is essential for for improving marketing marketing skills
±
Constantly monitors the behavioral changes of customer so that companies can immediately immediately response response with adequate measures. measures.
Key performance Indicators Systems Systems and Network Performance Performance Analysis / Capacity Planning ±
Grade of service
±
Service life of equipment
±
Downtime / Time out of service
±
Call completion ratio
±
Average call duration (ACD)
±
Answer-Seizure Ratio (A SR)
±
Idle time on network
±
Dropped calls Source: http://consultantvalueadded.com/2010/04 http://consultantvalueadd ed.com/2010/04/14/100/14/100-kpi%E2%80 kpi%E2%80%99s-f %99s-for-mobileor-mobile-telecom-operators/ telecom-operators/ http://blog.maia-intelligence.com/200 http://blog.maia-intellig ence.com/2009/02/27/kpi 9/02/27/kpi-for-telecom-for-telecom-industry/ industry/ http://telecomtigers.blogspot.com/2010/03 http://telecomtigers.blogspot .com/2010/03/kpi-key-per /kpi-key-performance-ind formance-indicators.html icators.html
Key performance Indicators Quality / Usage (Airtime): Analysis of the vol ume of s uccessf ul
calls ±
Mean Opinion Score
±
Service
Coverage ±
% of land covered with services
±
% of population covered with services
±
Average land unavailable to services
±
Average population unavailable to services
±
Access to customer service
Source: http://consultantvalueadded.com/2010/04 http://consultantvalueadd ed.com/2010/04/14/100/14/100-kpi%E2%80 kpi%E2%80%99s-f %99s-for-mobileor-mobile-telecom-operators/ telecom-operators/ http://blog.maia-intelligence.com/200 http://blog.maia-intellig ence.com/2009/02/27/kpi 9/02/27/kpi-for-telecom-for-telecom-industry/ industry/ http://telecomtigers.blogspot.com/2010/03 http://telecomtigers.blogspot .com/2010/03/kpi-key-per /kpi-key-performance-ind formance-indicators.html icators.html
Key performance Indicators F aults
and complains (Trouble tickets analysis)
±
% of open and level of escalation priority required
±
% closed
±
Mean time to resolved
±
Work in progress
±
Customer service level statistics
C ustomer Analysis ±
ARPU (Average Revenue per User)
±
Customer segmentation
±
Analysis of subscriptions
±
Top N customers
±
Churn (No. of Subscriber who stopped using Services or left particular network) - may increase due to number portability
Source: http://consultantvalueadded.com/2010/04 http://consultantvalueadd ed.com/2010/04/14/100/14/100-kpi%E2%80 kpi%E2%80%99s-f %99s-for-mobileor-mobile-telecom-operators/ telecom-operators/ http://blog.maia-intelligence.com/200 http://blog.maia-intellig ence.com/2009/02/27/kpi 9/02/27/kpi-for-telecom-for-telecom-industry/ industry/ http://telecomtigers.blogspot.com/2010/03 http://telecomtigers.blogspot .com/2010/03/kpi-key-per /kpi-key-performance-ind formance-indicators.html icators.html
Mapping of KPIs an example CDR: What to look for ? Attempted vs completed calls Type of call long distance or local Length of call Originating and terminating number Time of call
Data warehouse warehouse matrix
Source: The Complete guide to
Dimensional modelling modelling by Ralph Kimball, Margy Ross
Data Modeling Dimensional tables
Facts
Source: The Complete guide to
a nd
Dimensional modelling modelling by Ralph Kimball, Margy Ross
Facts Table Customer Transaction Services ±
DnD
±
Caller Tune etc.
±
GPRS usage
±
Call Waiting, Conferencing, Conferencing, forwarding forwarding
Billing Info Recharge Online payments CRM Customer complaints and service
Dimensional Tables
Tables
or
Reference
VAS (type of service, ser vice, charges, charges, usage) Cust Cu stom omer er_in _inffo tabl table e (c (cor orpo porrate ate or reti retial al,, prep prepaid aid or post postpa paid id,, customer first name, customer last name, billing address, address proof, Sim_number Sim_Info
(MSISDN no, other attributes)
Promotions_info Circle_master, Circle_master, Zonal_master Zonal _master Payment_info
Criteria for success Sybase example Extreme performance Small
Load window
Support
existing tools
Use existing hardware Storage
space
Before sybaseiq spice was spending time & processing cycles to distill the data down to summary tables to make it manageable Now sybaseiq gives spice ability to analyze trends across entire Data warehouse
Major Players Teradata Corporation MAIA Intellig Intelligence ence Binary Semantics Ltd IDC India India Ltd Ltd.. TechAxes Busi Busine ness ss
Int Intelli ellig gen ence ce
soft softw ware are
Eleg Elegan antJ tJ
BI BIs
Int Integr egrated
Busi Busine ness ss
Intelligence and Reporting Software capabilities ±
Corpor Corporat ate e Perfor erforman mance ce Manage Managemen ment, t, Opera Operatio tional nal Busine Business ss Intel Intellig ligenc ence e and and Enterprise Data Management System
Ingr Ingres es corpo orporration tion is a lead leadin ing g pro provide viderr of ope pen n sour source ce data databa base se management software for Telecom service providers Source: http://business.mapsofindia.com/business-intelligence/companies.html
Future of BI in telecom industry Telecom carriers worldwide, including wireline, wireless and cable operators, spent $4.4 billion on BI software, services and system integration in 2010 That figure is expected to rise by 18.2% to $5.2 billion in 2011. (According to the Yankee Group Report) Few companies are in the advanced stages of BI initiatives The recent introduction of BI appliances, such as Ingres ICE Breaker BI Appliance, offers a cost effective solution that can reduce the typical BI implementation schedule from months to weeks Source:
BusIness IntellIgence for the telecommunIcatIons Industry ImprovIng the Bottom lIne and controllIng expenses - Ingres
Thank You !!
Structure Introduction about data warehousing and business intelligence Its importance in the telecommunications sector Key Performance Indicators Data Modeling - The Facts and Dimensional Tables Major Player Pl ayerss Future of Data Management in the sector
Introduction Data Ware housing: A wareho warehouse use is a subject subject-or -orien iente ted, d, in integ tegrrated, ated, time-v time-vari arian antt and non-volatile collection of data in support of management's decision making process
Business Intelligence Business intelligence (BI) is a broad category of applications and technologies for gathering, storing, analyzing, and providing access to data to help enterprise users make better business decisions
Importance in Telecommunication Huge ±
amount of data to be handled
5.5 users/second users/second are added in Indian telecommunic telecommunication ation industry Source
: TRAI
Provide competitive advantage ±
Profit Margin is thin and even small degree of efficiency improvements improvements add up and fund investments investments
±
Modeling of different scenarios
Importance in Telecommunication Address the requirements of marketing, finance, customer service, sales and engineering departments departments ±
Simultaneous
use of data from different departments requires an efficient
data management
Regulatory requirements imposed by TRAI ±
Stringent reporting
Upcoming
requirement requirement
technologies
management ±
number portabilit portabilityy
±
3G spectrum
increases
the
emphasis
of
Data
Importance in Telecommunication Effective segmenting, targeting and positioning ±
Understa Understanding nding Customer Customer Usage Usage pattern patternss by analyzin analyzing g call call detail detail recordin recording g (CDRs)
±
Trend analysis for for area, time and product
±
Assists to estimate estimate revenue, volumes volumes and margin of profit
±
Cate Catego gori rizi zing ng cu cust stom omer erss into into segm segmen ents ts acco accord rdin ing g to thei theirr be beha havi vior or and demograph demographyy that for for CRM
±
To lunch accurate marketing campaign and improved ability to target new customers.
±
Also supports to track the performance of campaign within a period of time that is essential for for improving marketing marketing skills
±
Constantly monitors the behavioral changes of customer so that companies can immediately immediately response response with adequate measures. measures.
Key performance Indicators Systems Systems and Network Performance Performance Analysis / Capacity Planning ±
Grade of service
±
Service life of equipment
±
Downtime / Time out of service
±
Call completion ratio
±
Average call duration (ACD)
±
Answer-Seizure Ratio (A SR)
±
Idle time on network
±
Dropped calls Source: http://consultantvalueadded.com/2010/04 http://consultantvalueadd ed.com/2010/04/14/100/14/100-kpi%E2%80 kpi%E2%80%99s-f %99s-for-mobileor-mobile-telecom-operators/ telecom-operators/ http://blog.maia-intelligence.com/200 http://blog.maia-intellig ence.com/2009/02/27/kpi 9/02/27/kpi-for-telecom-for-telecom-industry/ industry/ http://telecomtigers.blogspot.com/2010/03 http://telecomtigers.blogspot .com/2010/03/kpi-key-per /kpi-key-performance-ind formance-indicators.html icators.html
Key performance Indicators Quality / Usage (Airtime): Analysis of the vol ume of s uccessf ul
calls ±
Mean Opinion Score
±
Service
Coverage ±
% of land covered with services
±
% of population covered with services
±
Average land unavailable to services
±
Average population unavailable to services
±
Access to customer service
Source: http://consultantvalueadded.com/2010/04 http://consultantvalueadd ed.com/2010/04/14/100/14/100-kpi%E2%80 kpi%E2%80%99s-f %99s-for-mobileor-mobile-telecom-operators/ telecom-operators/ http://blog.maia-intelligence.com/200 http://blog.maia-intellig ence.com/2009/02/27/kpi 9/02/27/kpi-for-telecom-for-telecom-industry/ industry/ http://telecomtigers.blogspot.com/2010/03 http://telecomtigers.blogspot .com/2010/03/kpi-key-per /kpi-key-performance-ind formance-indicators.html icators.html
Key performance Indicators F aults
and complains (Trouble tickets analysis)
±
% of open and level of escalation priority required
±
% closed
±
Mean time to resolved
±
Work in progress
±
Customer service level statistics
C ustomer Analysis ±
ARPU (Average Revenue per User)
±
Customer segmentation
±
Analysis of subscriptions
±
Top N customers
±
Churn (No. of Subscriber who stopped using Services or left particular network) - may increase due to number portability
Source: http://consultantvalueadded.com/2010/04 http://consultantvalueadd ed.com/2010/04/14/100/14/100-kpi%E2%80 kpi%E2%80%99s-f %99s-for-mobileor-mobile-telecom-operators/ telecom-operators/ http://blog.maia-intelligence.com/200 http://blog.maia-intellig ence.com/2009/02/27/kpi 9/02/27/kpi-for-telecom-for-telecom-industry/ industry/ http://telecomtigers.blogspot.com/2010/03 http://telecomtigers.blogspot .com/2010/03/kpi-key-per /kpi-key-performance-ind formance-indicators.html icators.html
Mapping of KPIs an example CDR: What to look for ? Attempted vs completed calls Type of call long distance or local Length of call Originating and terminating number Time of call
Data warehouse warehouse matrix
Source: The Complete guide to
Dimensional modelling modelling by Ralph Kimball, Margy Ross
Data Modeling Dimensional tables
Facts
Source: The Complete guide to
a nd
Dimensional modelling modelling by Ralph Kimball, Margy Ross
Facts Table Customer Transaction Services ±
DnD
±
Caller Tune etc.
±
GPRS usage
±
Call Waiting, Conferencing, Conferencing, forwarding forwarding
Billing Info Recharge Online payments CRM Customer complaints and service
Dimensional Tables
Tables
or
Reference
VAS (type of service, ser vice, charges, charges, usage) Cust Cu stom omer er_in _inffo tabl table e (c (cor orpo porrate ate or reti retial al,, prep prepaid aid or post postpa paid id,, customer first name, customer last name, billing address, address proof, Sim_number Sim_Info
(MSISDN no, other attributes)
Promotions_info Circle_master, Circle_master, Zonal_master Zonal _master Payment_info
Criteria for success Sybase example Extreme performance Small
Load window
Support
existing tools
Use existing hardware Storage
space
Before sybaseiq spice was spending time & processing cycles to distill the data down to summary tables to make it manageable Now sybaseiq gives spice ability to analyze trends across entire Data warehouse
Major Players Teradata Corporation MAIA Intellig Intelligence ence Binary Semantics Ltd IDC India India Ltd Ltd.. TechAxes Busi Busine ness ss
Int Intelli ellig gen ence ce
soft softw ware are
Eleg Elegan antJ tJ
BI BIs
Int Integr egrated
Busi Busine ness ss
Intelligence and Reporting Software capabilities ±
Corpor Corporat ate e Perfor erforman mance ce Manage Managemen ment, t, Opera Operatio tional nal Busine Business ss Intel Intellig ligenc ence e and and Enterprise Data Management System
Ingr Ingres es corpo orporration tion is a lead leadin ing g pro provide viderr of ope pen n sour source ce data databa base se management software for Telecom service providers Source: http://business.mapsofindia.com/business-intelligence/companies.html
Future of BI in telecom industry Telecom carriers worldwide, including wireline, wireless and cable operators, spent $4.4 billion on BI software, services and system integration in 2010 That figure is expected to rise by 18.2% to $5.2 billion in 2011. (According to the Yankee Group Report) Few companies are in the advanced stages of BI initiatives The recent introduction of BI appliances, such as Ingres ICE Breaker BI Appliance, offers a cost effective solution that can reduce the typical BI implementation schedule from months to weeks Source:
BusIness IntellIgence for the telecommunIcatIons Industry ImprovIng the Bottom lIne and controllIng expenses - Ingres
Thank You !!
