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One of the many challenges telecom companies face is providing a better customer experience in a highly competitive market. In a recent Gartner survey, 73% of consumers said they would expand their purchases with a vendor by 10% or more if the customer experience was superior. A better customer experience not only provides more upsell and cross-sell opportunities, but also significantly reduces customer churn. Forrester Research estimates that potential revenue benefits top $1.6 billion for wireless service providers who improve customer experience.
Current data infrastructures do not support real-time processing of subscriber data streams. Traditional databases are too slow to ingest streams of data, much less analyze the behavior of millions of users on a per-event and per-person basis. Making timely and relevant offers, personalizing the customer experience, and providing current usage data to customers is of the utmost importance.
VoltDB provides real-time analysis of subscriber data based on event triggers such as the end of a call, use of the mobile device in a particular location, or a user hitting a data usage threshold. These insights are then used to initiate real-time campaigns and communications, delivered while the customer’s device is still in hand. Timely and relevant offers, improved service response, and proactive updates on billing/usage result in a superior customer experience.
Real-time subscriber management and personalization increase subscriber satisfaction, reduce churn and increase loyalty. Providers who manage customer relationships in real time can improve retention and build ARPU.
Telecommunication companies (telcos) rely on Operations Support Systems (OSS) to support management functions such as network inventory, service provisioning, and network configuration and fault management. In addition, Business Support Systems (BSS) provide applications that support customer-facing activities such as billing, order management, CRM, and call center automation. BSS systems also may include trouble ticketing and service assurance apps.
The deluge of data from mobile, connected devices must be managed in real-time, enabling providers to act instantly to create new services and applications; improve quality of service; meet SLAs; and fulfill customer expectations. Traditional databases are too slow to ingest streams of data, analyze the data in real time, and make per-event decisions on the analyzed stream. Competing approaches, including stream processing and complex event processing, rely on batch processing, and lack the ability to perform real-time analytics with per-event decisions.
Tier 1 Telco software solutions are in a service provider’s call path. Software providers require latencies for transactions to be sub 50ms, so performance and scalability are major requirements. VoltDB is the only solution capable of ingesting, analyzing and acting on real-time data from BSS and OSS systems streaming massive volumes of data through the network; use that data to track activity such as network usage for many millions of users simultaneously; and perform real-time actions such as billing and managing connection quality.
Providers of OSS/BSS solutions can use VoltDB to perform streaming analytics on vast flows of data and enable the automated, real-time decisions required of OSS/BSS applications. VoltDB’s cloud-deployable, transactional database scales out to handle high-volume data streams, enabling telco software companies and communications service providers (CSPs) to take action on streams of data in real time.
Telecommunications companies (telcos) impose strict guidelines for network efficiency and rely on OSS and BSS software to minimize operational and administrative expenses, reduce the time and cost of bringing new services to market, and handle policy management, billing management, and bill mediation.
When a call is placed in the network, it must meet a strict SLA requirement (in most cases 50ms or less, 99.999% of the time) to authenticate the call and complete the billing cycle. If a call authorization request does not receive a timely response, a call is usually connected to maintain customer satisfaction without actually billing the customer. This significantly impacts revenue. Another undesirable option is to refuse to connect the customer, which results in a de facto network outage.
VoltDB provides streaming analytics and real-time, per-event decision making. Unlike traditional RDBMSs, each VoltDB execution engine is single-threaded and contains a queue of transaction requests, which it executes sequentially—and exclusively—against its data. Elimination of stalls and associated locking and latching overhead allows VoltDB SQL operations to complete in milliseconds.
VoltDB can help telcos meet latency requirements and SLAs while also simplifying deployments with its ACID consistency and built-in high availability. When a call is requested, it does not lock and delay response, nor does it create duplicate queries for billing authentication. This reduces server and memory requirements and delivers real-time responses to call requests while meeting strict SLAs 99.999% of the time.
Competition is forcing higher levels of service and user experience to attract, retain and monetize new subscribers. As mobile devices proliferate, communication service providers are upgrading their offerings to provide a unified and personalized user experience across devices to differentiate and build new revenue streams.
Managing user sessions in real time to ensure a personalized, continuous experience requires fast processing of user data from the network. Service providers need the ability to monitor and analyze user session data of millions of users in real time on a per-event, per-person basis.
VoltDB’s streaming analytics and per-event processing enable instant, data-driven decisions in milliseconds. Service providers can identify individual users from the device ID and connect that data to in-progress session data, providing a seamless user experience across a customer's first and second screens. Event data ranges from a request for a media inventory search to actual media segment request. With VoltDB, this data leads to identification of the context necessary for each event or data point to provide a continuous experience for the customer across multiple devices.
Delivering a real-time, personalized user experience to every subscriber on any device increases subscriber satisfaction, reduces churn and increases loyalty. In addition, the ability to perform real-time user targeting allows service providers to build new service offerings and promotions to increase revenue.
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