Customer Intelligence & Insights

Communications

Deliver Superior Customer Experiences Across All Channels to Build and Retain a Loyal Customer Base

TCS’ Customer Intelligence & Insights (CI&I) for Communications, designed specifically for the telecommunications industry, helps communication service providers (CSPs) improve the customer experience, drive revenue growth with targeted subscriber base management and improve operational efficiency.

CSPs are facing exceedingly challenging times, with saturated markets, eroding revenues, and growing competition from non-traditional service providers and increasing customer expectations.

With CI&I for Communications, CSPs can monitor the end-to-end customer journey, gain the insights needed to create relevant, personalized services and take actions to build deeper customer satisfaction. And by identifying experience hotspots in operational processes, CSPs can address bottlenecks that impact the customer experience and take targeted action to reduce churn.

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Usage Examples

CI&I for Communications provides communication service providers (CSPs) with out-of-the-box analytics use cases and dashboards to improve the customer experience. For example:

  • Proactively manage shortfalls in experience KPIs such as network outages and service resolution with a personalized service approach based on your customer’s unique characteristics.
  • Improve customer experience and reduce churn by detecting the cause of network outages and identifying drivers for customer satisfaction across service areas and customer groups.
  • Personalize marketing and service based on customer characteristics, network experience, service usage, and service expectations without having to code models, build dashboards, or create customer reports.

The TCS Advantage

Get all the data

The powerful, IoT-enabled CI&I for Communications platform collects information from all your relevant sources of customer, operational and network data. Built on open-source technology, it delivers faster time to value and lower cost of ownership.

Get connected with your customers

CI&I for Communications generates customer, operational and network insights to guide CSPs to deliver hyper-personalized experiences that drive growth, loyalty and differentiation. Extensive dashboarding, real-time insights, customer 360 views, digital personas and dynamic customer segmentation provide customer insights and targeting, while subscriber network analytics and product usage analytics help CSPs deliver the services and experiences that customers want.

Get ready for the future

CI&I for Communications platform is scalable, agile and open. It delivers fast time to value and a low cost of ownership.

CI&I for Communications is built on an innovative data lake management platform with a built-in data model for CSPs. It includes industry-specific, pre-built uses cases and supports the development of additional custom use cases. It enables fast deployment at a lower cost and accommodates the data sources that are relevant to your customers and network and service operations.

It leverages existing IT investments, avoids vendor lock-in and promotes integration with existing IT infrastructure via standard APIs, platform services and data models.

CI&I for Communications Application Modules

CI&I for Communications comes with three application modules: Customer Analytics, Network Analytics and Operational Analytics. These modules are core application components that form a singular solution.

The Customer Analytics module provides rich, pre-configured analytics that enable CSPs to understand and improve the efficacy and quality of their customer interactions. Key features include customer experience tracking and Customer 360. Customer 360 provides dashboards, reports and alerts with the ability to drill down to the individual customer. The solution helps CSPs improve targeting and deliver hyper-personalized offers with digital persona discovery and dynamic customer segmentation.

The Network Analytics module correlates usage, network, and subscriber data into subscriber-level network insights that help CSPs control churn.

The Operational Analytics module supports determining the right mix of products and improvements for overall portfolio profitability by providing insight into product usage patterns, costs, and revenue. It helps analyze product-based revenue earned, cost incurred, and subscription growth / decay over a period of time. The module is divided into three areas of analysis including a list of dashboard reports and pre-built reports in each section.

More Information

Information CSPs Need to Know

VIDEO

How CSPs can Meet the Needs of Connected Consumer

IDC analyst Courtney Munroe talks digital transformation in communications

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INFOGRAPHIC

How CSPs can thrive in the new digital environment

Digital transformation for CSPs

WHITE PAPER

IDC White Paper

Key Success Factors for Digital Transformation in Communications Industry

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