The Telecom Analytics & Big Data Solutions Market

Telecom Analytics & Big Data Solutions Market Report Index
	Chapter	Page count
A.	Executive Summary.............................................................	8
B.	The Disruptive Force of ROI-Driven Analytics.............................	5
C.	The Big Data Revolution in Telecom.........................................	5
D.	Analytics & Business Intelligence.............................................	4
E.	IT Transformation and Analytics.............................................	6
F.	The Systems Integration Challenge..........................................	3
G.	The Shrink Wrapped Search Engine.........................................	6
H.	The Impact of Social Media & External Data..............................	2
I.	The Do IT Yourself Trend......................................................	2
J.	Customer Experience & Service Quality Management....................	9
K.	Network/Service Management and Big Data...............................	7
L.	The Role of Deep Packet Inspection (DPI)...................................	5
M.	LTE Roaming & Intelligence...................................................	5
O.	LTE Service Management & CEM.............................................	5
P.	Cable Industry Bandwidth Monitoring & Control..........................	3
Q.	Network Capacity Planning & Asset Assurance.............................	6
R.	Radio Access Network Optimization.........................................	4
S.	Software Defined Networks....................................................	6
T.	Mobile Industry & Usage Intelligence........................................	6
U.	Pricing & Offer Intelligence....................................................	5
V.	The Importance of Profitability Assessment................................	5
W.	Margin Analysis..................................................................	12
X.	The Analytics-Enabled Billing/CRM.........................................	6
Y.	Contextual & Life Cycle Marketing...........................................	6
Z.	Predictive Analytics.............................................................	5
ZA.	Marketing to Prepaid Subscribers............................................	3
AA.	Social Network Analytics.......................................................	3
AB.	Revenue Assurance.............................................................	9
AC.	Wholesale Assurance and Carrier Management...........................	2
AD.	Fraud Management.............................................................	4
AE.	The Promise of Data Monetization...........................................	1
AF.	Usage Tracking and Classification...........................................	5
AG.	Real-Time Partnering with Third Party Companies......................	5
AH.	Brand & Advertising Analysis.................................................	1
AI.	Churn Management & Retention............................................	12
AJ.	Analytics in Customer Care & Sales.........................................	8
AK.	BT Group Customer Satisfaction Improvement Case Study............	2
AL.	Sprint NEXTEL’s Churn Management Program..........................	8
AM.	Achieving Customer Experience Excellence at Oi in Brazil..............	9
AO.	T-Mobile Customer Care Excellence........................................	6
AP.	Customer Care & Revenue Max: AT&T Consulting’s Perspective......	3
AQ.	Verizon and IVR, Process Change, and Web Customer Care...........	2
AR.	TRI's Research Objectives & Methodology................................	5
AS.	Market Factors Driving and Slowing Telco Big Data & Analytics......	2
AT.	Market Forecast Analysis & Vendor Share.................................	13
AU.	Analytics in the Stages of a Telecom Service’s Life Cycle................	2
AV.	Vendor Strategies................................................................	13
AW.	Carrier Strategies.................................................................	15
AX.	Vendor Profiles (40 companies)..............................................	320


A. Executive Summary
	1. The Global Market
	2. Our Research Methodology
	3. Drivers and Challenges to Market Growth
	4. A Quick Look at the Major Market Sectors
	5. Analytics & the Stages of a Telecom Service’s Life Cycle
B. The Disruptive Force of ROI-Driven Analytics
	1. The Missing V in the 3Vs of Data Analytics
	2. When “Single Version of the Truth” Isn’t Creating Enough Value
	3. Disruption in IT Land Welcome to the Era of Distributed InfoTech
C. The Big Data Revolution in Telecom
	1. Big Data: What on Earth does it Really Mean?
	2. The Commercial Drivers of Analytics at Large Mobile Operators
	3. Deloitte’s Three Activities of Telecom Analytics
	4. What Big Data Enables: Speed to Analysis
	5. HP’s Three Priorities for Telecom Analytics
	6. When Data is Too Big, Use Streaming or Filtering
	7. The Big Data Advantage: Examining the Outliers
	8. The Legal Advantages of All-Data vs. Sampling
D. Analytics & Business Intelligence
	1. Definition of Terms
	2. Gaining a Vendor-Neutral Definition of Analytics
	3. From Spreadsheets to Business Intelligence
E. IT Transformation and Analytics
	1. IT’s Changing Role in the Enterprise
	2. Why Data Agility is the Key to IT Innovation
	3. Gaining Greater IT and Analytics Ability at T-Mobile USA
	4. How IT Works with the Business to Fund and Supporting Analytics
	5. Making Peace with the Many Threats to IT’s Ability to Control
	6. The Warehouse & Big Data -- the Time, Control and Data Sources Conflict
F. The Systems Integration Challenge
	1. The Challenge of Relying on Traditional Systems Integration
	2. Attacking B/OSS Silos Cross-Systems & Cross-Life-Cycles
	3. The Data Alignment Problems that Face Telcos Large and Small
G. The Shrink Wrapped Search Engine
	1. The Revolution that Enterprise Search Software Brings
	2. The Analyzer of Machine Data
	3. The Technology Behind Search Engine Software
	4. Finding Matches Across Data Sources
	5. Case Study: Mobile Service Profitability & Optimization
	6. Use of Search Engines is a Design Choice in Network Management
	7. The Challenge of Applying Search Software to Telecom Networks
	8. Where Enterprise Search Software Adds Value
	9. Balancing Hard-Wired Schema vs. the Search Software Approach
	10. Extending Data Agility to Ad Hoc Systems
H. The Impact of Social Media & External Data
	1. Dedicated Customer Care Watching Social Media
	2. Why the Number of Data Sources Matters
	3. Exploding the Number of Analytics Data Sources
	4. Identifying VIPs and Customer Value From External Data Sources
I. The Do IT Yourself Trend
	1. Reaching out to Data Artisans, not Data Scientists
	2. How the Data Artisan Creates Analytics Applications
J. Customer Experience & Service Quality Management
	1. Mobile Service Quality: Profitable Business or Bitpipe Provider
	2. Customer Experience vs. SQM: Definitions
	3. Integrating Multi-Vendor, Multi-Technology, Multi-Layer Networks
	4. The Challenge of Monitoring a Service’s Quality
	5. Customer Experience Monitoring Theory vs. Practice
	6. Real-Time Customer Experience Management HP’s Moves
	7. Dynamic Bandwidth Management in China Movies, Sports, TV
	8. Real-Time Network Decision-Making Comptel’s Event Framework
K. Network/Service Management and Big Data
	1. Can Big Data Replace a CEM System?
	2. A Compromise Solution: Analytics & CEM Vendor Partnering
	3. Tektronix on Future Applications of Network Analytics
	4. Hadoop’s Attractiveness in Network Management
L. The Role of Deep Packet Inspection (DPI)
	1. Transforming DPI into Profitable Intelligence
	2. Implementing Policies to Drive Use Cases
	3. Delivery of the DPI-Enabled Use Cases and Policies
	4. Analyzing Digital Lifestyles
	5. How Guavus Helps Content Providers Understand Markets
M. LTE Roaming & Intelligence
	1. The Network Revolution that LTE Brings
	2. IPX’s Delivery of High Quality of Service
	3. The Roaming Implications of VoLTE
	4. CEM Implications of LTE in Roaming
O. LTE Service Management & CEM
	1. Meeting the Demands of “Elastic” Networks
	2. Managing Unpredictable, Bandwidth-Hungry Traffic Shifts
	3. Building a Next Generation Network Monitoring System
	4. The Need for Better LTE Root Cause Analysis
	5. Openness and an Ability to Coexist with Dozens of Other LTE Systems
P. Cable Industry Bandwidth Monitoring & Control
	1. Data Spikes from More Devices and More Bytes Consumed
	2. How the MSOs Manage Bandwidth at Peak Hours
	3. Real-time Traffic Analytics in Cable: It’s a New Service
Q. Network Capacity Planning & Asset Assurance
	1. Serving High Value & Low Value Customers on One Network
	2. Analytics vs. Traditional Service Assurance in Optimization
	3. The Rising Value of Network Assurance
	4. Network Assurance & Planning -- Why It’s Important
	5. Network Capacity Planning with Device Analysis
	6. Data Migration and Change is Driving
	7. Wise Decommissioning and Migration of Network Assets
	8. Network Capacity Planning without Traffic Analysis
	9. Network Migration & Peering Analytics
R. Radio Access Network Optimization
	1. The Significance of Radio Access Network Analytics
	2. The Business of Drive Testing
	3. Over-The-Air Data Collection and Analysis
	4. Delivering Value from RAN Analytics
	5. Measuring the Customer Experience (CE) through RAN Data
	6. Optimizing the Customer Experience from a RAN Perspective
S. Software Defined Networks
	1. Software Defined Networks What are They?
	2. The IT World is Driving Software Defined Networks
	3. How SDN Would Overlay the Existing Telecom Network
	4. An Analogy: The Postal System vs. Fedex
	5. The Efficiencies and Service Advantages Afforded by SDN
	6. The Benefits of Having a More Adaptive Network via SDN
	7. The Open SDN vs. Vendor Controlled SDN
T. Mobile Industry & Usage Intelligence
	1. Usage Shifts are Deadly to Mobile Revenue Streams
	2. Combining Cellular and WiFi Network Intelligence
	3. How Mobile Telecoms Use Mobidia’s Market Intelligence
	4. Great Specificity in the Industry Data: Apps and User Behaviors
U. Pricing & Offer Intelligence
	1. Leveraging Deep-Dive Internal Research in Pricing
	2. Case Study: MVNO’s Trouble with an Unlimited Data Plan
	3. Shared Data Plans: The Challenge of Managing a Family of Issues
	4. Network Policy Control: The Importance of Monitoring the PCRF
	5. Mobile Users Taking Unfair Advantage: Another Pricing Constraint
	6. Pricing Computation for Wireline Network Peering
V. The Importance of Profitability Assessment
	1. Why Profitability is Not Easy to Calculate
	2. Profitability Measured at Acquisition, Origination, and On-Going
	3. Types of Data Used to Measure Profitability
	4. The Treatment of Unprofitable Customers
	5. How to Assess the Financial Impact of Customers
	6. Operations Costs and Profitability Management.
W. Margin Analysis
	1. What’s Driving Margin Analysis
	2. The Benefits of Margin Analysis
	3. Why Margin Analysis Data is Hard to Achieve
	4. Why Excel is a Less than Optimal Margin Analysis Tool
	5. Margin Assurance Solution at CenturyLink/Qwest
	6. Profit Analysis on a Budget: cVidya’s Add-On Margin Analysis System
X. The Analytics-Enabled Billing/CRM
	1. The Power of an Integrated Back Office with Analytics Hooks
	2. Managing Pusher Offers to Customers
	3. What’s Meant by a Convergent Billing Systems?
	4. Adaptability: Don’t Let a Siloed Back Office Slows You Down
	5. The Value of a Fine-Grained View of Customers
	6. Personalizing -- The Value of Giving Users What They Want
Y. Contextual & Life Cycle Marketing
	1. Contextual Marketing: Delivering Highly Personal Offers
	2. Data Exploration & Analysis in Contextual Marketing
	3. Multi-Factor Experimental Designs
	4. Advanced Machine Learning in Contextual Marketing
	5. Revenue Lift and Recharge Stimulation
	6. Contextual Marketing-- The Awaken Strategy
	7. Customer Life Cycle Marketing
	8. Combining Marketing Services with Analytics
	9. The Challenge of Marketing Campaign Logistics
Z. Predictive Analytics
	1. What is Predictive Analytics?
	2. Proactively Acting on Signals that Customer is Likely to Churn
	3. The Power of CDR Usage Analysis in Prediction
	4. Predictive Analytics: Cox Communications Case Study
ZA. Marketing to Prepaid Subscribers
	1. The Challenge of Marketing to Prepaid Customers
	2. Globys’ Strategy for Marketing to Prepaid
	3. Topping Up a Cell Phone -- a Comptel Use Case
	4. Other Challenges Handling Prepaid Customers
	5. Will Prepaid Gain Traction in Developed Countries?
AA. Social Network Analytics
	1. Social Network Analysis vs. Predictive Analysis
	2. Why Social Network Analytics has Nothing to Do with Facebook
	3. Who are the Biggest Influencers in a Group?
	4. Net Promoter Score vs. SNA
	5. What Carriers are Ideal Customers for SNA?
	6. What Carriers Won’t Get Their Money’s Worth from SNA
	7. Micro-Communities SNA
AB. Revenue Assurance
	1. Revenue Assurance: It’s More than Finding Revenue Leaks
	2. The Rise of Business Assurance
	3. The Demand for Highly-Skilled Business Assurance Experts
	4. Aligning Assurance with the Business
	5. RA Maturity: Why Customer Responsiveness is Key
AC. Wholesale Assurance and Carrier Management
	1. The Data Integrity Challenge of Wholesale Trading.
	2. The Future Complexity of Wholesale
AD. Fraud Management
	1. Fraudster Strategies Have Evolved
	2. Big Data Finds the Outliers
	3. Fraud Management for Enterprises and Wholesale Partners
AE. The Promise of Data Monetization
AF. Usage Tracking and Classification
	1. How comScore Built Up its Mobile Usage Dictionaries
	2. The Data Dictionaries: Web, Device, Application, and Protocol
	3. Why Classifications Can’t be Managed by Carriers on Their Own
	4. Applying the Classifications to Mobile Market Research
	5. Understanding Mobile Users at a Much Deeper Level
AG. Real-Time Partnering with Third Party Companies
	1. Data Monetization: The Creative Ways Data is Being Exploited in China
	2. Delivering Google-Like Relevant Offers to Consumers
	3. Data Monetization through Shopping Mall and Telco Alliances
	4. Canadian Operator Delivers Real-Time Sales Leads to Retail Clients
	5. Convincing Commuters to Visit a Store Off the Highway
	6. Managing the Privacy of Data Used for Monetization
AH. Brand & Advertising Analysis
	1. Real-Time Advertising Analysis for Third Parties
AI. Churn Management & Retention
	1. Customer Churn and Its Impact on Operators
	2. Goals of a Churn Reduction Program
	3. The Root Causes of Churn
	4. SAS Institute’s Method of Churn Analysis
	5. Tracfone Churn Reduction
	6. Fair Isaac’s Champion/Challenger Campaign Technique
	7. Portrait Software’s Uplift Campaign
	8. Forensic Data Analysis
	9. Proactive Campaigns
	10. Increasing Customer Care Interaction Times
	11. Personalization & Customer Segmentation
	12. From Buying Behavior To Understanding Why a Customer Buys
AJ. Analytics in Customer Care & Sales
	1. Real-Time Intelligence for Customer Care & Sales -
	2. Three Kinds of Customer Care Delivery via Analytics
	3. Predictive Data for Mobile Store Placement
	4. Enterprise Business Targeting
	5. Managing Partner Relationships with Real-Time Insight
	6. Fairpoint: Sales to Order to Cash Analytics Case
	7. Neustar’s Analytics Solution: Element One
	8. Neustar’s E-Commerce Services for Third Party Firms
AK. BT Group Customer Satisfaction Improvement Case
	1. Telecom Profile
	2. Problem to Solve
	3. Implementation
AL. Sprint NEXTEL’s Churn Management Program
	1. Telecom Profile
	2. Problem to Solve
	3. Implementation
	4. Structure of the Analytics Program
	5. Adjusting Billing Cycles for Small Business Accounts
	6. Taking Advantage of Number Portability
	7. Challenges Overcome
	8. Marketing’s Traditional Approach to Promotion
	9. The Problem of Handset Giveaways
	10. Vendor Contribution
	11. Benefits
AM. Customer Experience Excellence at Oi in Brazil
	1. Brazil and its Telecom Market
	2. Oi in the Brazilian Market
	3. Oi’s Customer Service Philosophy
	4. Oi’s Customer Care Infrastructure
	5. Transformation of Customer Care
	6. The Plan of Attack: VIP Treatment and Classes of Service
	7. Other Transformation Actions
	8. Transformation Results
	9. Key Takeaway Points
AO. T-Mobile Customer Care Excellence
	1. T-Mobile’s Recognition in Customer Satisfaction
	2. Using an Integrated Approach
	3. Balancing Customer and Operator Needs
	4. The Evolution of Quality Programs
	5. Operational Metrics
	6. Summary of Key Points
AP. Customer Care & Revenue Maximization: AT&T Consulting
	1. First Call Resolution
	2. Call Center Key Performance Indicators
	3. Agent Desktop Technology Priorities
	4. The Effect of Social Media Can it be Leveraged?
	5. Finding the Right Channels of Customer Contact
	6. The Use of Remote- or Home-Based Agents
	7. The “Plan Before you Execute” Imperative
AQ. Verizon: IVR, Process Change, and Web Customer Care
	1. Why Superior IVR Systems are so Important
	2. Improving Customer Support Processes through IVR
	3. The Importance of Web Transactions to Customer Experience Excellence
AR. TRI's Research Objectives and Methodology
	1. Research Objective
	2. Research Methodology
	3. Reaching a Wide Range of Players
	4. Method of Gathering Data, Conducting Interviews, and Doing Estimates
	5. Method of Classifying Analytics Revenue and Market Size
AS. Market Factors Driving and Slowing Telco Big Data & Analytics
	1. Market Growers Factors working to boost market growth
	2. Market Squeezers Factors working against analytics growth
AT. Market Forecast Analysis & Vendor Share
	1. Telecom Market Analytics The Global Market
	2. Marketing Analytics
	3. Network & Customer Experience Analytics
	4. Sales, Customer Care & Business Operations Analytics
	5. Data Monetization via 3rd Parties Analytics
	6. Business Assurance
	7. Enterprise Search Analytics
	8. Analytics Maintenance Software
AU. Analytics & Stages of a Telecom Service’s Life Cycle
AV. Vendor Strategies
	1. Maintaining a Continuous Marketing Program
	2. How Important is the Software Algorithm Really?
	3. How Much Better is Your Solution than Excel?
	4. Keeping Analytics Programs Moving Forward
	5. Maintaining a Flexible Business Model
	6. Flexibility in Product and Pricing
	7. Exploiting Your Niche
	8. A Business Case and Good Project Management
	9. Be Prepared on the Data Privacy Side
	10. Interfacing with the Customer: Consultative Delivery
	11. An Attractive Market for all Sizes of Vendors
	12. Innovation = Long Term Profits
	13. Selling Analytics to Many User Groups
	14. Mixing Consulting and Technical Expertise
	15. Mixing Consulting and Technical Expertise
	16. Business Positioning: The Fusion of Software, Content & Collaboration
AW. Carrier Strategies
	1. Analytics Challenge: Changing the Organization Mindset
	2. Managing Your “Managed Services” Provider
	3. B/OSS Software: When to Buy and When to Build
	4. Should You Build an In-House Analytics System on Your Own?
	5. What Makes a True Vendor/Carrier Partnership?
	6. What Makes for Good B/OSS Software Customer Service?
	7. How B/OSS Vendors & Customers can Build a Strong Relationship
	8. Transformation Advice for a Mid-Sized Wireless Operator
	9. Best Practices in Managing Big Data Projects from TEOCO
AX. Vendor Profiles
	Total of 40 Vendor Profiles as described on the vendor profile page