In order to stand out from the competition and retain their subscribers, telecommunications operators are now required to know and measure the customer experience, i.e. how subscribers experience the network and their various interactions with the operator (via the contact centre, chat, email, website, social networks, etc.).

Big Data – a vehicle to improve the customer experience

In order to assess this customer experience, an operator must collect a mass of information from various sources, throughout each subscriber’s full life cycle: his/her acquisition, management, complaints, network quality, billing, requests for extra options or services, etc.

After a few weeks or months, this range of parameters will represent several TB of data to be stored. Data storage is essential to analyse changes in the information.

With conventional database systems, the storage of this information will be very costly, and it is still impossible to manage unstructured data. That is why Big Data technologies are essential to manage such large volumes of date – whether structured or unstructured – at a lower cost.

Combining advanced business expertise with well-proven technical skills

Thanks to its perfect knowledge of multi-vendor network solutions (Ericsson, ZTE, Nokia, etc.), as well as HLR/SDM tools, VAS systems and network telecom protocols, Gfi offers comprehensive expertise in the customer experience and Big Data. As such, we can help you to define the architecture and to implement your Analytics and Big Data (Hadoop) systems through our expertise in issues affecting the sector.

In addition, drawing on our extensive understanding of the business processes involved in customer experience management, we can suggest a technical and business-oriented approach including: creating, implementing and maintaining operator systems for CRM, billing, fraud, operators’ offer catalogues, service management and fixed-network or mobile telecommunications management (OSS). This comprehensive offer includes integration using the operator’s existing tools and applications.

20 years of industry experience

Our 20 years of experience in the telecom industry, combined with our IT expertise, means we can address all your Big Data and Analytics issues. Lastly, drawing on our knowledge of all business processes, we can take into account all aspects of the customer experience.

 

Download the Big Data and customer experience offer, and discover all the features:

  • Guidance or consulting to analyse the various existing or future sources of data
  • Analysis of use cases identified by the operator
  • Support in defining the governance of processes to be implemented, and support in applying this governance at the operational level to make all participants focus on the project objectives
  • Identifying the challenges, players and their roles, processes and interactions with players
  • Implementing the Big Data base, including the collection andviewing of structured and unstructured data
  • Consulting to refine the use cases and supplement the indicators provided by the solution: QoE, Qos
  • Consulting to assist the operator in detecting new use cases

Linked articles

Inetum supports French student solidarity fund and will pursue its commitment to the new generation by recruiting 400 students and young graduates in 2021
Inetum supports French student solidarity fund and will pursue its commitment to the new…

For several years already Inetum (formely Gfi) has been mobilized to employ young people. The group has now announced that it will be recruiting 400 students and young graduates in 2021. At the same time, the IT services company is maintaining partnerships developed around the country with universities and grandes écoles in the scope of its Campus by Inetum programme. The group will also support Fonds de Solidarité Des Etudiants (FSDE), a solidarity initiative from students to collect donations from companies and individuals and hand these out to students who have the most need thereof, to help them study and live in decent conditions.

Jean-François Penciolelli joins Inetum as Executive Vice-President and Head of Public Sector and Healthcare.
Jean-François Penciolelli joins Inetum as Executive Vice-President and Head of Public Sector and …

Jean-François Penciolelli, expert in IT management, sales development and strategic consulting for over 25 years, has been appointed as Executive Vice-President and Head of the Public Sector and Healthcare Division at Inetum. This appointment affirms the IT services company’s intention to develop and consolidate its existing business in the public sector and healthcare amidst the Covid-19 pandemic that has accelerated teleworking practices and paperless services to citizens.

Employees and managers agree on the need to accelerate the digitalisation of their companies, but differ on the goals
Employees and managers agree on the need to accelerate the digitalisation of their companies,…

The survey reveals that even if digital transformation is already under way and seen as fundamental to the upheavals caused by the health crisis, it is not yet a reality in all organisations. However, it is seen as a motivating perspective, a necessary adjustment, and a source of benefits for all stakeholders, including employees. While the health crisis is reshuffling the cards in many sectors, bringing to the fore those that have managed to get digitalised early and adapt fast, it is time for organisations to look at the opportunities and obstacles that this digital acceleration brings. For Inetum, it shows the urgency of harnessing digital flow to make it a real driver of the impact that organisations can have on the economy and on society.

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