Non-Verbal Speech Analytics: Monitoring Voice Calls in Real-Time for Customer Care, Sales, Retention & Onboarding

November 2017

Non-Verbal Speech Analytics: Monitoring Voice Calls in Real-Time for Customer Care, Sales, Retention & Onboarding

interview with Yoav Degani

Non-verbal speech analysis studies the emotional context of voice qualities like intonation, tone, emphasis and rhythm.  A pioneer in voice analytics explains how its technology benefits customer care, sales, retention and onboarding.

Will Real-Time Decisioning Save Big Data Analytics from Overblown Hype?

April 2015

Will Real-Time Decisioning Save Big Data Analytics from Overblown Hype?

interview with Tom Erskine

Telecom analytics is more than just collecting and analyzing data.  It’s also about taking action — correct action — often in real-time and across a complex provisioning environment.  In this interview you’ll hear how next best actions are creating value in retention and upselling through a more flexible, business-process driven approach.

The Customer Engagement Era: How Personalization & Backend Integration Leads to a Richer Mobile Biz

June 2014

The Customer Engagement Era: How Personalization & Backend Integration Leads to a Richer Mobile Biz

interview with Rita Tochner

How does a mobile operator move its subscribers to higher levels of spending and profit?  Fierce competition, social media scrutiny, and the high cost of new networks all conspire against these goals.  In this interview, however, you’ll learn how engaging better with customers, getting more personal, and being more sensitive to their individual needs is the path forward.

B/OSS Mathematics: The Quest to Analyze Business Problems & Drive Operating Decisions

May 2013

B/OSS Mathematics: The Quest to Analyze Business Problems & Drive Operating Decisions

interview with Matti Aksela

Analytics is the glory of mathematics brought to practical use.  And in telecom, analytics has merely stratched the surface of its full potential.  In this article, you’ll learn how machine learning is being combined with the power of CDR number crunching to optimize mobile top-ups, control churn — and in the future, help telecoms make critical network and operating decisions.

A Mobile Marketer Service: Bridging Personalization & B/OSS Flowthrough

May 2013

A Mobile Marketer Service: Bridging Personalization & B/OSS Flowthrough

interview with Efrat Nakibly

Marketing analytics is a prescriptive program for driving  actions such as sending a timely promotion to a mobile subscriber.  But completeness demands that you also be able to provision that treatment, qualify the promotion, and keep billing fully in the loop.  This article shows how a managed services program can deliver such an end-to-end process and manage customer life cycles on a one-to-one basis.

Science of Analytics: Bringing Prepaid Top Ups & Revenue Maximization under the Microscope

May 2013

Science of Analytics: Bringing Prepaid Top Ups & Revenue Maximization under the Microscope

interview with Derek Edwards

Prepaid subscribers are the customers that carriers know the least about.  The operator is not interacting with prepaid customers on a monthly basis.  You’re not sending a bill, nor do you have detailed profiles on these customers, especially in the developing world where customers are buying SIMs at a grocery store.  This interview explains how contextual marketing meets the unique analytics challenge of prepaid customers.

Profitable 3G: China’s Mobile Operators Monetize Networks with Retailers & Partners

April 2013

Profitable 3G: China’s Mobile Operators Monetize Networks with Retailers & Partners

interview with Kevin Xu

Mobile operators are at the center of explosive growth in wireless services.  But to exploit this opportunity requires IT ingenuity and a broader view on how the mobile user can be served.  In this article you’ll learn the innovative techniques Chinese operators use to monetize 3G networks via analytics and partnerships with retailers, social networks, and advertisers.

Customer Analytics: Making the Strategic Leap From Hindsight to Foresight

April 2013

Customer Analytics: Making the Strategic Leap From Hindsight to Foresight

interview with Frank Bernhard

Are your company’s analytics programs scattered?  Is there a strategy in place for customer analytics?  This interview with a leading telecom analytics consultant explains why strategy and planning around the analytics function is crucial to getting your money’s worth.  Topics discussed include: hindsight vs. foresight; an advanced analytics program; and the interface sophistication required to support high end vs. low end analytics users.

Analytics Meditations: The Power of Low-Cost Hardware and the Social Network Within

March 2013

Analytics Meditations: The Power of Low-Cost Hardware and the Social Network Within

interview with Ken King

Analytics didn‘t arrive yesterday.  Data warehousing and BI have been in the telecom vocabulary for twenty-five or more years.  In this interview, you’ll gain a perspective on why “big data” changes the game and why social network (or social circles) analysis promises the next level of insights.  Other interesting topics include: segmenting the analytics market, engaging with carrier clients, and upgrading from older- to newer-style methodologies.

Shared Data Plans: The Challenge of Managing a Family of Pricing, Revenue Assurance, Fraud, and Network Policy Issues

June 2012

Shared Data Plans: The Challenge of Managing a Family of Pricing, Revenue Assurance, Fraud, and Network Policy Issues

by Amit Daniel

Verizon Wireless‘ recent announcement of its move to shared data plans for families shook the mobile industry.  In this column, cVidya’s Amit Daniel shines a spotlight on the knowhow and analytics tools that operators now deperately need to offer the right  shared data price plans, ensure bandwidth throttling is handled correctly, and address new fraud concerns.

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