Digital Software & Solutions Group

Customer Intelligence & Insights for Communications

Leverage advanced analytics to deliver a superior customer experience with TCS Customer Intelligence & Insights for Communications.

Communication service providers (CSPs) are facing exceedingly challenging times with eroding revenues, growing competition from non-traditional service providers and increasing customer expectations.

TCS’ Customer Intelligence & Insights (CI&I) Solution for Communications enables CSPs reorient their enterprise to better serve the increasingly empowered ‘chief executive customer’ while boosting operational efficiencies.

The TCS Advantage

Tailored for CSPs, Customer Intelligence and Insights is a fully integrated, out-of-the-box solution that provides the capabilities needed to drive customer intimacy. 

Customer analytics models for fixed, wireless and content services give CSPs the insights needed to understand and predict customer behaviors and preferences and deliver superior customer experiences, while the modular, yet, integrated functionality lowers the cost of ownership.

What TCS Provides

The CI&I Solution for Communications is made up of modules that can be purchased separately, or as a comprehensive solution. 

Data Induction Platform: The Data Induction Platform collects structured and unstructured data from various sources including network, social, billing data and more.

Analysis modules: The following modules supply the analytics needed to identify trends and useful information for decision making:

  • Data analysis/discovery
  • Data Mining
  • Statistical Modeling
  • Big Data
  • Real-time Data Processing

Insights modules: The following modules yield the insights needed to better understand and serve each customer:

  • Reporting Engine
  • Process Analytics
  • Operational Analytics
  • Lead Scoring/Segmentation
  • Network Analytics
  • Ad-hoc Reporting
  • Customer Analytics
  • Web Analytics
  • Social Analytics
  • Content Analytics  

Action modules: The following modules provide personalized recommendations to deliver relevant and tailored communications services and promotions:

  • Delivery Engine
  • Personalization Engine
  • Campaign Management
  • Loyalty Management
  • Content Management
  • Recommendation Engine
  • SEO/SEM
  • Personalized Search
  • Workflow Engine
  • Gamification

Business Value 

With a new and profound understanding of each customer, CSPs can get closer to every customer to enable the following:

  • Improve the customer experience and brand engagement
  • Attract new customers
  • Maximize each customer’s lifetime value
  • Reduce customer churn
  • Lower operational costs

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