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Leading Cable TV and Telecom Provider Enhances Customer Experience with A Customer 360 View, Using StreamAnalytix

Cable TV service providers across the world are facing immense competition for customer retention and new customer acquisition, not only from traditional players, but also from a new breed of digital players. https://www.streamanalytix.com

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Leading Cable TV and Telecom Provider Enhances Customer Experience with A Customer 360 View, Using StreamAnalytix

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  1. Leading Cable TV and TelecomProvider Enhances Customer Experiencewith aCustomer360ViewUsing StreamAnalytix Today, the cable TV and telecom industry is in a phase of rapid disruption. In this much-saturated market, cable TV serviceprovidersacrosstheworldarefacingimmensecompetitionforcustomerretentionandnewcustomeracquisi- tion. This competition comes not only from traditional players, but from a new breed of digital players like Netflix, Amazon Prime, Roku, andmore. Thesedigitalplayerscollectvastamountsofcustomerdataandareusingpredictiveanalyticsandmachinelearningto deliverhighlypersonalized,contextual,andcontent-driveninteractions.Conventionalcablecompaniesarefeelingthe pressuretomakeuseofsimilartechnologiesandtoolstostaycompetitiveandknowwhattheircustomerstrulywant.

  2. About theCustomer ThecustomerisacableTVandtelecomproviderthatoperatesinovernineUSstatesandservesnearly5million customers. StreamAnalytixenabledthisleadingcableTVandtelecomproviderintheUSto enhance its customer experience by providing a 360-degree view of its customers for micro segmentation and targeting, running dynamic marketing campaigns, proactive error resolution, and contextualized customer service in real-time. Challenges Asteadydeclineindemandand high churnrates With intense competition from the new age streaming services, the cable TV giant was scrambling to increase the stickiness of their subscription services. Theyneeded the ability to offer real-time, context-based, marketing to personalize services andoffers on-the-go. Lack of proactive and contextualized customerservice The data analytics wererestricted toahistoricalanalysisofalimited set of monthlycalls. The absence of real-time dashboardsandlackofcustomer data enrichment prohibited contextualization. Therefore, agents were unable to offer proactive support or take advantage of the upsell/crosssell opportunity. Thetechnologystackwasnot equipped to analyze large volumes of disparate data in real-time Largevolumesofdatawasbeing created from disparate sources such asset-top boxes, marketing campaigns, error reports, and customer service calls and requests. The existing technology stack lacked the ability to ingest process,andanalyzethisdatain real-time. The StreamAnalytixAdvantage StreamAnalytixprovidedaunifiedplatformfortheclient’sendtoenddataprocessingneeds.Theplatformoffers real-time data ingestion, data transformation, data enrichment, advanced analytics, machine learningand data visualization.Alongwithaneasy-to-usevisualUIthatacceleratestime-to-marketforvarioustailored, enterprise-scale,context-drivenapplicationsacrosscustomertouchpoints. www.streamanalytix.com

  3. Ingestion and pre-processing of large volumes of real-time datafrom multiplesources • StreamAnalytixmakesiteasytoingestandprocesslargevolumesofunstructureddataasitarrives.Theplatform rapidly aggregates data from disparate real-time data sources, and quickly identifies correlations. The following sourcesandtypesofdataarecapturedandmonitored: • Clickstreamdatafromset-top-boxes(STBs) • Thenumberofcustomersengagedwithdifferentproductofferingssuchasbroadcastnetworks, • ideo-on-demand (VOD), and DVRPlayback. • Total viewership for each serviceoffering • Viewingduration • Errorreports • ThenumberofuserscurrentlyfacingbroadcastingerrorssuchasREBOOTVODPlayback,andrecording errors, distributed bygeolocation • Contact centerlogs • Calllogs,callduration,abandonmentrates,agentperformancereports,andcustomersatisfactionscores • Campaigntrafficdatafromacrosschannels • Adviews,click-throughrates,ordersplaced,offerstaken,andupsell/cross-selldata In-memory data enrichment for contextualizing interactions across touchpoints As data arrives, the platform further enriches real-time actions with historical customer data and trends such as nameandage,geolocation,existingenrolledservices,billingrecordsandtransactionsdata,historicalinteractions and buyingbehavior. With thiscontextualization,theoperatorcaninstantlydeliverthemostrelevantandeffectiveexperiencewhilethe customerisstillinthemoment. Self-learning models for customer 360 on real-timedata StreamAnalytix makes it easy to build, train and deploy self-learning algorithms based on digital customer touch points. The system then automates decisions and initiates actions in real-time. These models are built using historicaldataandthenappliedtoreal-timedatatocontinouslyrefreshpredictivemodelsforacustomer360degree view. These models allowed the provider to move away from traditional CRM powered customer views. Now, richer customerdatasetscanbeleveragedtoproviderelevant,inthemoment,customerexperiences,enablingusecases suchasupsellandcrosssell,callcenteranalytics,andcontenttargetingrecommendationengines. www.streamanalytix.com

  4. Results Actionable insight from contact center monitoring inreal-time StreamAnalytix enables monitoring and tracking of agent calls in real-time through call analytics, dashboards, and alerts.In-progresscallsaremonitoredautomatically for definedlanguage,escalationattempts,churnlanguage,etc. Immediate alerts can be raised for customer service issues, and agents are provided with guidance for the next best action. Agent MonitoringDashboard 04/01/201711:16:00 04/21/201711:16:00 GO 41896 Chats 46776 Today’sVisits Abandonment37.82% Geographical distribution bySatisfaction Satisfaction > 0 to3 4 to7 8 to10 Most UsedWords > > IncludeFilter excludeFilter Bottom20 > Cancel, close account, terminate, dissatisfied, unhappy, overcharged, manager,escalate www.streamanalytix.com

  5. Real-time visualization and detection of serviceerrors Streaming event data from error reports are analyzed in real-time to detect how many customers are facing errors (suchasreboot,VOD playback,DVRrecordingandplaybackerrors).Thereportsaredistributedbystate,count,and service,includingalistoftoperrormessagesandmore. Theresultsdisplayoncustomdashboardsthatcontinuallyupdateinreal-time. REPAIR DATA Time Range1h > Tracking of service usage and engagementlevels StreamAnalytixenablesreal-timetrackingofserviceusageandcustomerengagementlevels.Forinstance,real-time customdashboardsdisplaydatapointssuchasthetopnetworkbycustomercount,viewershipcount,andviewing duration.Resultscanbefurtherfilteredbyfocusareaslikegeolocation,customersegments,timeofday(toidentify prime time), andmore. Forinstance,theapplicationcanidentifywhenasubscriberhasnearlyfinishedwatchinganondemandvideothey arewatching;andsubsequentlyofferpersonalizedrecommendationsfornewcontent. Network EngagementTrend Customercount SingleChannel HBO > > > Date Range12h 12 10 8 6 4 2 0 0 8:00am 11:00am 1:00pm 4:00pm 7:00pm 10:00pm 12:00am www.streamanalytix.com

  6. Micro customer segmentation for relevant ouers and personalizedexperience StreamAnalytix enabled a single, current marketing view of the customer merged with historical buying behavior. Theplatformprovidesasnapshotofengagementlevelsbyvariouscustomermicro-segments.allowingvendorsto roll out personalized, contextual offers in real-time, targeting this micro-segmentation. Also, a single view of all running campaigns enables performance monitoring, allowing a view into campaign views, click rate, and orders placed. OMNICHANNELSEGMENT Bottom20 Segment Success Channel > > Date Range 12h Unknown(742) Y3: Young startups(167) M3: Offline seniors(147) M2: Mature mid-techs (774) F2: Suburban spenders(473) F1: Early-adopting elite(147) M1: Wireless white-collars(537) Y1: Young and wireless (156) Y2: Emerging techies(134) © 2018 Impetus Technologies,Inc. All rights reserved. Product and company namesmentionedhereinmaybetrademarks of their respectivecompanies. StreamAnalytix is an enterprise grade, visual, big data analytics platform for unified streamingand batch data processing based on best-of-breed open source technologies. It supports the end-to-end functionality of data ingestion, enrichment, machinelearning,actiontriggers,andvisualization.StreamAnalytixoffersanintuitive drag-and-drop visual interface to build and operationalize big data applications five totentimesfaster,acrossindustries,dataformats,andusecases. Visit www.streamanalytix.com or write to us atinquiry@streamanalytix.com

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