Solutions for Telecommunications

​To maintain profitability, telecom​munications (telco) ​and broadcast network providers or carrier services providers (CSPs) must offset the massive costs of their communications infrastructures by maximizing network utilization, delivering the highest value service mix, and retaining satisfied customers.

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Enterprise Analytics
Headquarters

Churn Analysis

With a 360-degree view of customers in real time, identify those most valuable and those likely to churn.

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Enterprise Mobility
Headquarters

Customer Insights

Data discovery applications provide insight to help better serve customers and drive revenue.

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Enterprise IoT
Headquarters

Employee/Visitor Digital ID Badge

Deploy smartphone-based digital ID badges to help secure logical and physical systems.

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Enterprise Analytics
Headquarters

Facilities Utilization

Empower telecom operations managers to analyze workspace resources for asset optimization.

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Enterprise IoT
Headquarters

Asset Utilization

Leverage access intelligence using Usher dashboards to help optimize software assets to avoid waste.

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Enterprise Analytics
LNI and Data Warehouse

Capacity Planning

Leverage granular performance data to help optimize capacity planning and service deployment decisions.

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Enterprise Analytics
LNI and Data Warehouse

Network Analysis

Leverage big data applications to monitor and manage networks in real-time.

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Enterprise Mobility
LNI and Data Warehouse

Service Assurance

Put powerful service-enablement tools directly in the hands of field technicians.

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Enterprise Mobility
Customer facing Services

Telecom Store Productivity

Deliver real-time data and KPIs straight to the sales floor.

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Enterprise IoT
Customer facing Services

Customer Loyalty Card

Reward customers while transforming and personalizing their user experience across channels.

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Enterprise IoT
Customer facing Services

Call Center Verification

Usher’s remote identity authentication capabilities help prevent identity theft and reduce call center costs.

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Enterprise Mobility
Field Service Operations

Field Automation

Real-time visibility into key locations plus the ability to communicate in the field.

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Enterprise IoT
Field Service Operations

Staff Safety and Emergency Responce

Gain visibility into staff location to instantly communicate in the event of an emergency.

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Enterprise IoT
Field Service Operations

Field Operations Manager

Provide field operations managers with real-time visibility into workforce productivity and resource utilization.

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Enterprise Analytics Solution

Churn Analysis

The Challenge

Customer churn is the single largest revenue risk in telecommunications. Given the industry’s competitive landscape and the growing number of mobile subscribers, customer service departments for providers are expected to offer exceptional service. Telecoms are likely to quickly lose unsatisfied customers to a competitor.

The Solution

The MicroStrategy platform provides for seamless integration among multiple systems, both internal and external. In combining disparate systems, providers can gain a deeper understanding of their customers and can take proactive steps to refine marketing campaigns, resolve service issues, and mitigate churn. At the individual level, companies have the ability to access a 360-degree view of each customer. They benefit from real-time insight on exactly how customers are consuming which services. On an aggregate level, companies have the ability to analyze their big data without difficulty – sifting through large volumes to help determine superior strategies to attract and retain targeted customers. In analyzing marketing and sales strategies, organizations can develop an optimized mix of services to attract and retain customers, thereby increasing KPIs of Average Revenue Per User (ARPU) and Customer Lifetime Value (CLV).

Churn Analysis
Enterprise Mobility Solution

Customer Insights

The Challenge

Telecommunications customers are highly informed about products and services, so it’s only fitting that telecom companies should be as informed about their customers. Without a 360-degree view of those using the network, companies are failing to understand the unique customer preferences that can either drive revenue or lead to churn.

The Solution

Using MicroStrategy 10, companies can analyze real-time data from multiple touchpoints across their network. With a 360-degree view of customers, telecom companies have the ability to make more precise and data-driven decisions. With drag and drop functionality, users can explore customer profile data such as gender, age, and purchase history. With insight gained from the data discovery process, companies can then create targeted marketing campaigns, tailor store displays to clientele, and design a more personalized shopping experience for customers – both online and of. To track progress, companies can easily generate and share detailed reports and dashboards. And by integrating customized visualizations into dashboards, companies can identify customer trends and take timely action to capitalize on this information.

Customer Insights
Enterprise IoT Solution

Employee/Visitor Digital ID Badge

The Challenge

Managing employee and vendor access to telecommunications systems, ofces, and facilities is a challenge. Traditional forms of identifcation including access cards, passwords, and hardware tokens are relied on to govern access, but these authentication systems are far from ideal. They are cumbersome to personalize, issue, manage, and revoke. They risk security breaches, and they lack an audit trail to ensure compliance.

The Solution

MicroStrategy provides a comprehensive solution to manage employee and vendor identity: Usher. This solution enables telecom organizations to seamlessly and digitally control access to physical locations (offices, warehouses, and factories) as well as digital information (internal systems). Using this smartphone-based application, users can unlock doors and gates simply by walking up to them or tapping a digital key on their smartphone. Usher provides telecom organizations with highly configurable and convenient multifactor authentication including push notifications, biometrics, one-time passwords, face-to-face validation, and Bluetooth proximity. It’s compatible with existing facilities’ systems and integrates with mobile applications using APIs.

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Enterprise Analytics Solution

Facilities Utilization

The Challenge

Operations and facilities managers at telecom organizations are continually looking for ways to reconfigure workflow to increase efficiency and optimize investments in assets.

The Solution

Telecom organizations use MicroStrategy dashboards to effectively monitor, analyze, and manage workspace and resource utilization. Interactive data discovery applications enable telecom operations managers to track the utilization of cubes, offices, and parking spaces within enterprises. With comprehensive insight into what assets are used, decision-makers can view peak, average, and total usage of assets. The dashboard can also show the total number of phone lines that are not being used, so that managers can cut costs and control unnecessary expenses. These dashboards can be automatically updated and tied to corporate employee directories to help ensure consistent updates delivering current information.

Facilities Utilization
Enterprise IoT Solution

Asset Utilization

The Challenge

Enterprise managers face increasing demands for more effective asset utilization such as software licenses to optimize investments and avoid waste while increasing productivity across the enterprise.

The Solution

Telecoms can use Usher dashboards to analyze and monitor utilization of software licenses by desktop. Usher dashboard can be automatically updated and integrated with corporate employee directories. They provide users with a 360-degree view to easily track underutilized enterprise licenses to identify areas of overspending and waste. Cost savings could prove to be significant considering that the average cost of waste per enterprise desktop software license is $259.(1); the average number of enterprise SaaS applications is 16(2) for large enterprises with 2,000 desktops; and a total of 28%(3) of enterprise software is unused or rarely used. Given these statistics, the estimated savings for an enterprise of this size totals $8,288,000. This amount is calculated by multiplying (16 apps per desktop) x (2,000 desktops per enterprise) x ($259 cost of waste/desktop).

Asset Utilization
Enterprise Analytics Solution

Capacity Planning

The Challenge

Telecommunications equipment cannot be stored in inventory or back-ordered – having the proper capacity to meet demand is critical to success. This requires well-designed planning and a sound expansion strategy. While existing infrastructure is adequate to deliver voice and text applications, demand for broadband and streaming services is accelerating. The internet has created a huge, volatile demand for new capacity, making network planning even more of a challenge.

The Solution

With an in-depth understanding of granular performance data on the network, MicroStrategy enables telecoms to optimize their capacity planning and service deployment decisions. Advanced analytics and forecasting tools can be used to gain a comprehensive view of the network as it is, and as it is projected to be in the short-run. With this detailed level of understanding, network upgrades, capacity planning, and service deployments can be managed with a higher degree of precision.

Capacity Planning
Enterprise Analytics Solution

Network Analysis

The Challenge

To effectively manage network performance, a telecom company must have real-time visibility into key data to proactively handle outages and/or quality issues before it disrupts service. This data includes insights into coverage, bandwidth, dropped calls, product adoption, and time-of-day analysis.

The Solution

With the proven ability to work with complex datasets, MicroStrategy is suited for the rigors of large network analysis. MicroStrategy helps maximize network efciency to increase retention, improve service levels, reduce costs, and optimize network performance. By providing a plethora of real-time information in a central location, MicroStrategy dashboards inform users with pertinent data on network reliability, dropped calls, customer behaviors, operational performance metrics, bandwidth, product adoption, time-of-day analysis, and activation/ deactivation process performance data.

Network Analysis
Enterprise Mobility Solution

Service Assurance

The Challenge

Telecoms are challenged to ensure that services offered over their networks always meet a minimum standard of quality for customers. To maintain this standard, field technicians require real-time visibility into KPIs such as usage, capacity, and service quality metrics. It’s critical that they leverage these metrics to ensure network stability and maintain an optimal customer experience.

The Solution

MicroStrategy enables telecoms to deliver real-time KPIs across multiple network levels and delivery systems. Field technicians can receive instant alerts if service levels drop below designated thresholds. And by leveraging predictive analytics, fled techs can identify likely performance issues and take proactive measures before they occur. The proven ability to work with complex datasets makes MicroStrategy suited for the complexities involved in managing a telecommunications network. MicroStrategy can help wireless carriers measure and maximize network efficiency to boost service assurance and the overall customer experience.

Service Assurance
Enterprise Mobility Solution

Telecom Store Productivity

The Challenge

Only 19% of retailers report using up-todate technology for real-time monitoring of store KPIs.* In such a competitive marketplace, store managers may be missing out on potential sales due to lack of timely, pertinent information.

The Solution

MicroStrategy helps telecom retail store managers quickly access real-time sales, inventory, and customer information. This information empowers them to analyze buying trends, evaluate promotional campaigns, and benchmark store performance against peer locations. These apps provide managers with a comprehensive overview -- providing access to information on trainings, corporate communications, visual update documents, sales best practices, and more. Data-driven ‘smart alerts’ help ensure that store personnel are focused on addressing high-priority issues such as out-of-stock merchandise or workflow bottlenecks. Transactional functionality enables app users to take immediate action based on the insight they receive directly from the selling floor. These comprehensive, user-friendly apps empower managers to make better decisions, improve productivity, and increase their focus on serving customers, coaching associates, and driving sales.

Telecom Store Productivity
Enterprise IoT Solution

Customer Loyalty Card

The Challenge

The more devoted customers are to a particular brand, the more they come to expect a higher level of service. Telecoms are challenged to capitalize on this opportunity and reward/engage their most loyal customers before they are lost to the competition. In an industry prone to high churn, fostering a sense of company loyalty can have a real impact on the bottom line.

The Solution

MicroStrategy’s Usher provides telecoms with a unified, singular view of each customer’s identity – integrating data from sales, service, and marketing channels. With this ability, telecom retailers can prioritize services, putting the most important customers at the front of the line. Rental car agencies are an excellent example of this concept, offering “premier gold” level service for their most valued customers. These individuals do not have to wait in line – they receive complimentary vehicle upgrades and special discounts. Usher’s analytics capabilities, armed with a pre-integrated identity schema, makes it simple for telecoms to build dashboards to gain insight into user preferences from anywhere, in real time. By leveraging Bluetooth technology, Usher enables sales associates to deliver an even more personalized user experience when engaging with valued, loyal customers to provide a customized VIP in-store experience.

Customer Loyalty Card
Enterprise IoT Solution

Call Center Verification

The Challenge

It’s critical for telecom call centers to validate an incoming customer’s identity as accurately and rapidly as possible. This works to minimize time and costs while improving the caller experience. Just a few security related questions can add precious seconds or even minutes to the average handling time of each call – an unnecessary and avoidable expense for call center operations.

The Solution

MicroStrategy’s Usher provides telecoms with highly configurable and convenient multifactor authentication that can be deployed in a call center environment. Call center employees can authenticate a customer’s identity over the phone using one-time Usher codes or push notifications via the smartphone app. By reducing time spent on the identification process, call centers can shave precious seconds of, and depending on a call center’s annual volume, this cost savings measure can easily add up.

Call Center Verification
Enterprise Mobility Solution

Field Automation

The Challenge

Telecom field technicians are responsible for maintaining documentation on site status, work orders, and incident reports. Without the data generated by this documentation, analysis and future assessment would be exceptionally challenging. In addition to the need to capture this information, techs require the ability to effectively communicate with others in the field to resolve complicated issues or repairs. But sometimes communicating via phone, text, or email is challenging in the fled.

The Solution

MicroStrategy helps organizations equip technicians in the field with apps that help automate the troubleshooting and repair process. By providing technicians with essential data on a customer’s account — their current equipment, latest software versions, crash reports, past service issues, contract status, and more—providers can streamline and improve service visits. In addition, applications can deliver step-by-step repair guidance or remotely reset software and equipment, helping to reduce resolution times and boost customer satisfaction. They can also provide two-way communication with other field technicians in the area, should a repair require a degree of collaboration.

Field Automation
Enterprise IoT Solution

Staff Safety and Emergency Responce

The Challenge

In the event of an emergency of any kind, it is critical for an organization to have visibility into the location and safety of its employees. With a dispersed workforce across a region, and multiple facility locations and technicians on the road, telecoms are faced with challenges to effectively locate and communicate with employees no matter their locale.

The Solution

Usher Professional gives telecom managers at industrial warehouses, factories, offices, and other facilities the ability to take fast, targeted action during emergencies. If offices are evacuated, the entire workforce can instantly receive push notification alerts. People who are still inside an evacuated building can be quickly identified, located, and rescued. Regardless of the type of incident, Usher’s instant visibility into the employee location helps increase the effectiveness of emergency response teams.

Staff Safety and Emergency Responce
Enterprise IoT Solution

Field Operations Manager

The Challenge

With a dispersed workforce across a region, telecommunications organizations are challenged to identify in real time exactly how field service technicians are conducting company business.

The Solution

MicroStrategy enables field operations managers to obtain instant visibility into work locations, employee activities, resource utilization, and digital systems accessed to obtain a more complete view of field operations. With a comprehensive understanding of transpiring operations, managers can receive dynamic service requests, communicate effectively with techs in the field, and reduce issue resolution times – helping to optimize productivity and reduce expenses.

Field Operations Manager

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