As intelligent CPE continues to gain traction, service providers can collect an increasingly broad range of data relating to every facet of broadband service delivery and user experience. Yet too often information is collected by, and scattered across, multiple systems. This can cause difficulties and delays integrating data, leading to superficial situational analyses and costly, reactive decision-making.
Leverage the Service Insight™ analytics application to gain deeper, more targeted insight into your business.
The Service Insight analytics application is a robust intelligence engine built specifically for the needs of telco service providers. By collecting and correlating data from CMS - or any other ACS - with data from multiple OSS and BSS sources, the Service Insight application delivers actionable insight into business drivers at a glance, enabling timely, informed, and proactive decision making.
Evaluate Business-Critical KPI
A suite of customizable report templates delivers insight into metrics like network performance, home network characteristics, and service utilization. The application’s dynamic dashboard feature helps business units — Executive, Customer Care, Sales and Marketing, and Network Operations — monitor conditions and trends, while its deep drilldown capabilities allow users to customize reports to illustrate large-scale trends or individual subscriber states.
Maximize Operations Investments
The Service Insight analytics application can help operations teams predict network usage and activity patterns — knowledge which can be leveraged across the organization. For example, operations teams can schedule maintenance procedures for periods of typically low usage to reduce disruptions. Or, by analyzing CPE activation dates and times, call center staffing can be adjusted to meet projected demands.
Manage Customers Proactively
Learn more about your subscribers and create responsive plans to increase customer retention and reduce churn. Reports on home network characteristics and network usage, for example, can be used to determine typical support call drivers, which can then be proactively managed to reduce calls.
Identify Sales Opportunities
Utilize the Service Insight application to drive new revenue opportunities. Reports on home network characteristics, for example, can be used to target subscribers for additional value-added services. Data can be returned for large-scale groups as well, illustrating trends in broadband and home networking usage, service bundling, and market penetration.
Achieve Your Business Objectives
- Operations - Proactively manage network health and preempt network issues by identifying and monitoring performance-related pressure points. Evaluate DSL metrics, CPE activation, and network performance reports to leverage network operations insight into service enhancements and QoS improvements.
- Sales and Marketing - Predict which high-value subscribers are likely to churn, and take proactive steps to manage those relationships at every stage. The Service Insight application incorporates an efficient algorithm to predict, upon correlation of factors such as subscriber line speed, bandwidth usage, support calls, and billing data, which subscribers are most likely to churn.
- Customer Care - Increase customer satisfaction and retention while reducing support calls. Service Insight call reduction reports incorporate some of the best practices implemented in our own Customer Care call centers to help you proactively manage service-related issues. Evaluate ACS, billing, and CRM system data points, such as link retrain frequency and CPE responsiveness, to identify and resolve potential call drivers.