Big data analytics has been a frequent topic in several discussions about trends in the telecommunications business. While vendors make an effort to sell their latest solutions, carriers haven’t spent much energy on making it happen.
“Big data has been hype for many years, but now it’s definitely a reality,” said Matt Roberts, director at Amdocs, in a video interview with RCR Wireless News, during Amdocs’ LatAm Business Summit, held in Cancun.
In his opinion, there have been misperceptions about big data analytics, including what the concept means to resellers and how to monetize customer data. “But now service providers are embracing big data for three reasons: to improve efficiency and reduce costs; to improve the customer experience; and to improve their marketing,” he said.
Roberts also commented on the difficulty for IT departments to implant big data solutions. He provided a perspective about what’s coming next and said that the lack of data scientists is not a big concern any longer.
Customer experience – In addition to the big data solutions, carriers should also rely on customer experience to increase clients’ loyalty and to ensure they are satisfied with the service provided. “Carriers are losing a very important opportunity with their customers, which is providing them with a better customer experience,” Manuel Zepeda, president for Amdocs Latin America, said.
Zepeda commented that the one driver that prompts people to stay with their carrier is not the network, the bill or the brand: it’s the experience they have. He also gave an advanced look at how Amdocs is expanding its footprint in the Latin America region.
(RCR News)
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