How should carriers engage customers using an analytics platform? RCR Wireless News interviewed Nice Systems director of innovation and solutions, Matthew Storm, to find out. Earlier this year, Nice Systems announced a new customer engagement analytics platform that allows organizations to capture and analyze big data generated by cross-channel customer engagement, and map the entire customer journey.
“Every telco wants to expand wallet share. They want more from their customers,” Storm said. “38% of CMOs said they have some sort of big data plan, but they are not sure how to deal with it. Typically, dealing with big data is taking the right information, making a personalized offer and using all these data so that interaction has the most value.”
According to Storm, it starts with collecting the right information. But how should telcos choose which data to collect? “They should start with the information that they use on the regular basis,” Storm said. “Sometimes transactional data and interactional data combined together.”
Earlier this week Nice Systems announced it would acquire Causata, a provider of real-time big data analytics technology. With this move, the company aims to provide greater insights of customers’ Internet activities, and then apply those insights in real time, across other touch points, such as through a contact center.
More news from the telecom analytics market:
- SAP partners are expected to earn $220 billion from using SAP’s big data and analytics solutions.
- Cisco and NetApp’s converged data center joint venture expanded its FlexPod portfolio for big data.
The telecom analytics series provides weekly insights on trends, new products and other topics that touch on the advantages and monetization opportunities of analytics tools for telecom operators, including big data, business intelligence, customer experience analysis and management, business analytics and network analytics.
