Real-Time Platform - Syniverse Technologies
Real-Time Platform - Syniverse Technologies
Real-Time Platform - Syniverse Technologies
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Enhance QoE, Increase Revenue<br />
Assurance with <strong>Real</strong>-<strong>Time</strong> Intelligence<br />
Claus R. Nielsen<br />
Senior Director, Product Innovation Asia Pacific<br />
Global Network Solutions
Today’s Roaming Challenges:<br />
Multiple Challenges to be Addressed<br />
Proactive Approach and<br />
Better Care<br />
Innovate: Beyond Connectivity<br />
(Cloud - Connect,<br />
Upload, Share)<br />
Sustain and Grow<br />
Customer Base, Loyalty,<br />
New Business<br />
Proactively in real-time influence<br />
and enhance the customer’s experience<br />
2
Path to the Vision<br />
Proactive Approach<br />
and Better Care<br />
Sustain and Grow<br />
Innovate<br />
Customer Base/Loyalty<br />
Deliver Enhanced<br />
Customer Service to<br />
Premium Subscribers<br />
Avoid Bill Shock<br />
Implement Proactive Marketing<br />
Campaign for Subscribers<br />
Enable Premium Customer Service for<br />
Data Optimization Enterprise Customers<br />
Detect Silent Low Spender<br />
Subscribers<br />
Support Roaming<br />
Business Operations<br />
Subscriber<br />
Empowerment<br />
& Cash<br />
Generation<br />
Improve costs with efficient traffic and network management<br />
Technology Distinctiveness: Network, IT, Cloud<br />
3
<strong>Syniverse</strong> <strong>Real</strong>-<strong>Time</strong> Intelligence (RTI)<br />
RTI<br />
Subscriber<br />
Empowerment<br />
4
<strong>Syniverse</strong> <strong>Real</strong>-<strong>Time</strong> Intelligence (RTI)<br />
5
RTI Functional Overview<br />
Use Cases<br />
QoE Cost Savings Growth<br />
Loyalty/Brand<br />
Target Segments<br />
Subscriber Enterprise Operations<br />
Care<br />
Marketing<br />
User Interaction<br />
Portals<br />
Dashboards<br />
Messaging<br />
E-mail<br />
Self-Care<br />
<strong>Real</strong>-<strong>Time</strong> Rule-Based Automation<br />
Extensible<br />
Alerting Recommendations Proactive Actions<br />
<strong>Real</strong>-<strong>Time</strong> Monitoring<br />
Failures Clearing Preferences Partners Services<br />
Events<br />
Network Cust Value Usage Location<br />
Roaming<br />
Agreements<br />
Campaigns<br />
CRM/Billing<br />
Enabling the highest quality of service through proactive intelligence and automation<br />
6
<strong>Real</strong>-<strong>Time</strong> Intelligence Use Cases Meet Operator<br />
Challenges<br />
Increase<br />
Revenue<br />
• Deliver Personalized Service to<br />
Subscriber Segments<br />
• Target Campaigns to Silent or Low<br />
Spending Subscribers<br />
• Avoid Bill Shock<br />
Improve<br />
Service Levels<br />
• Detect Network Disruptions<br />
• Monitor Traffic Deviations<br />
• Avoid excessive financial exposure<br />
for a roaming partner<br />
• Alert on location shutdown<br />
7
<strong>Real</strong>-<strong>Time</strong> Intelligence (RTI)<br />
Premium Customer Services (PCS)
Premium Customer Service (PCS)<br />
9
Delivering Personalized Service to<br />
Subscriber Segments<br />
Solution Capabilities<br />
Premium Customer Services detect<br />
registration failures on voice and data<br />
networks for key customers who are<br />
experiencing difficulties registering in the<br />
visited network.<br />
Alerts operator to failures immediately.<br />
Target Subscriber Segments:<br />
• Premium customers<br />
• Corporations<br />
• High spenders<br />
Benefits<br />
• Proactive failure resolution<br />
before customer’s reaction<br />
• New level of service offering<br />
to customer segments<br />
• Expected reduction of calls<br />
into call center<br />
• Reduce man-hours in<br />
research and call handling<br />
• Lower churn rate<br />
10
PCS Use Case Flow<br />
Welcome!<br />
Mobile Registration<br />
Failure Detected<br />
Customer Care<br />
Desk<br />
CRM<br />
Operations<br />
Network<br />
Single point of contact with full view of the customers!<br />
11
<strong>Real</strong>-<strong>Time</strong> Intelligence (RTI)<br />
Silent or Low – Spenders (SLS)
Silent or Low – Spenders (SLS)<br />
19
Targeting Campaigns to Silent or Low-<br />
Spending Subscribers<br />
Solution Capabilities<br />
• Identifies and segments roaming<br />
subscribers without data/voice traffic<br />
within pre-defined timeframe<br />
• Sends subscriber list to operator<br />
Benefits<br />
• Capture unrealized roaming<br />
revenues<br />
• Enhance subscriber experiences<br />
• Offer new customer service<br />
levels<br />
• Allows operators’ marketing team to<br />
assess list and manually send<br />
notification with new pricing plan to<br />
silent or low-spending subscribers<br />
DS: DCH<br />
20
Are You Sure Every Outbound Roamer Is<br />
Actually Using Your Service<br />
> Total number of outbound roamers on April 30th 2012: 56,546<br />
Voice Subscribers Analysis:<br />
» Total number of subs with MOC voice usage >0 min: 11,282 (20%) of which 3,550 with usage 0 Mb: 8,690 (15%) of which 5,962 with usage
Roaming Upside Potential<br />
Voice<br />
Data<br />
Average April11-April12 payable voice IOT (US$/Min): 1.26<br />
Silent Subs: 45,264<br />
Low Spender Subs: 3,550<br />
Success factor percentage for silent roamers: 30%<br />
Success factor percentage for low spenders: 30%<br />
Annual Additional Revenues (US$): 10.10M<br />
Average April11-April12 payable data IOT (US$/Mb): 2.55<br />
Silent Subscribers: 47,856<br />
Low Spender Subs 5,962<br />
Success factor percentage for silent roamers: 30%<br />
Success factor percentage for low spenders: 30%<br />
Annual Additional Revenues (US$): 22.52M<br />
23
CM<br />
Ongoing Analysis Centralized or CRM<br />
<strong>Real</strong>-<strong>Time</strong> Campaign Determination<br />
based on Usage Spend & Sub Profile<br />
Detected from<br />
Signalling<br />
Triggered<br />
from Device<br />
Respond with<br />
appropriate<br />
campaign<br />
<strong>Syniverse</strong> <strong>Real</strong> <strong>Time</strong><br />
Dashboard GUI<br />
<strong>Syniverse</strong><br />
Reporting GUI<br />
<strong>Real</strong>-<strong>Time</strong><br />
<strong>Platform</strong><br />
Proactive<br />
Intelligence<br />
Rule-Based<br />
Campaign<br />
Determination<br />
Triggered from a <strong>Real</strong>-<strong>Time</strong> Report<br />
of campaign determination<br />
success ration<br />
Off line reports with norm and trends<br />
analysis<br />
27<br />
Campaign Inventory:<br />
- Target, Description, Segment<br />
- Subscriber profile<br />
Subscriber Profile:<br />
- Type – Corporate or Individual<br />
- Value – High, Low, etc.<br />
- Internal Score – X<br />
- Service Types<br />
- Service Location<br />
- Device Type<br />
- Financial Standing – Pays bills on time<br />
- Etc..<br />
Subscriber Usage Profile:<br />
- Number of times Roaming in last 24 months<br />
- Total usage spend - $ and Units<br />
- Usage spend per service each month<br />
- Locations Visited<br />
- Partners Visited<br />
- Roaming Trends:<br />
- Same months<br />
- Same volumes<br />
- Same services<br />
- Same Location
Conclusion<br />
With <strong>Real</strong>- <strong>Time</strong> Intelligence you will be able to:<br />
» Deliver on the promise of proactive care<br />
» Drive incremental revenues from your current roaming subscriber base<br />
» Provide your customer a personalized service offering and enhanced<br />
quality of experience<br />
<strong>Real</strong>-<strong>Time</strong> Intelligence provides your customers best-in-class<br />
quality of service as well as a personalized customer experience<br />
resulting in superior customer satisfaction<br />
28
BACKUP
RTI Solution Components<br />
Visibility<br />
Features:<br />
• Stores and reports on signaling messages for voice, SMS, & data<br />
• Drill down to specific subscriber<br />
Benefits:<br />
• Increases first-call resolution<br />
• Minimize roaming revenue loss<br />
VisPro<br />
Features:<br />
• Uses historical signaling data to establish norms<br />
• Compares RT actuals to norms and alerts on out of norm issues<br />
Benefits:<br />
• Manage roaming complexity<br />
• Improve margins<br />
• Enhances user experience<br />
Roam<br />
Monitor<br />
Features:<br />
• Stores data usage<br />
• Rates and monitors data usage thresholds<br />
• Triggers subscriber notifications when thresholds are reached<br />
Benefits:<br />
• Eliminates revenue leakage<br />
• Improves user experience through real time alerting<br />
• Avoid “Bill Shock”<br />
<strong>Real</strong>-<strong>Time</strong> <strong>Platform</strong><br />
Features:<br />
• Event Based Business Rules Engine<br />
• Configurable <strong>Real</strong>-<strong>Time</strong> decisioning<br />
• Multiple data sources and channel agnostic<br />
Benefits:<br />
•Quicker <strong>Time</strong> to market<br />
•Rapid ROI<br />
Features:<br />
• Historical analytical reporting<br />
Benefits:<br />
• Flexible ahoc queries<br />
• Customizable dashboards<br />
• Automated reporting and delivery<br />
BI<br />
Analyzer
RTI <strong>Platform</strong><br />
Customer’s<br />
Rules/Options<br />
Rule Portal<br />
<strong>Real</strong> <strong>Time</strong> <strong>Platform</strong><br />
Configurations / plug-ins<br />
Application/<br />
Use Cases<br />
Application/<br />
Use Cases<br />
Proactive Intelligence<br />
Rule-Based Automation<br />
<strong>Real</strong>-<strong>Time</strong> Event<br />
Distribution<br />
Additional<br />
Data Sources<br />
Auditing<br />
Data Stream<br />
Intelligence<br />
Request/Response<br />
Reporting<br />
Data Streams<br />
Reporting /<br />
Dashboards<br />
Use Case<br />
Reporting<br />
Visibility<br />
VisPro<br />
Roam Monitor<br />
Leverage existing code<br />
Data<br />
Adapters<br />
Data<br />
Correlation<br />
BI<br />
Analyzer<br />
Messaging/Clea<br />
ring<br />
Extensible<br />
sources of events<br />
Data Events<br />
Data Events<br />
Data Events<br />
CRM/Billing<br />
The complete RTI competitive advantage