Unlock the Value in Customer and Network Data: Harnessing ...Call center minutes saved daily Improve network analytics, call center efficiency •Optimize subscriber and network data

© 2018 TM Forum | 1

Director Communications Industry Solutions, Oracle

Andrea Canessa

Unlock the Value in Customer and Network Data: Harnessing Advanced Analytics and AI for Decision Support

Product Marketing Director, Oracle

Jamal El Faiz

© 2018 TM Forum | 2Slide 2

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |

Data Driven Transformation is Strategic to Communications

DrivingInnovation

MaximizingProfitability Operational

Efficiency

ServiceExcellence

VALUE

RISK

CUSTOMER DATA(end user)

FUTURE

PAST

NOW

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 4

Forthnet combines the data from fixed telephony, broadband and pay TV services to:

• Improve the data quality

• Holistic view of the customer

• Improve targeting

• Reduce Churn


Etisalat improves marketing campaigns and data exploitation by 97%

▪ Nigerian Mobile Operator Customer base of 19 million subscribers

▪ Stimulate new revenues through sophisticated targeting

▪ Improve data quality and data definition with SID model

▪ New solution cuts the Data loading now every 5 -10 minutes, compared to 68 hours previously for a day’s worth of CDRsRetrieval of data improved by 97%


Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

7Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |

4 hour Reduction in analysis time to

detect fraudulent activity

Deliver real-time offers and prevent fraud

• Manage over 35 million customers and 1.5 billion events daily

• Deliver location-based offers and services to subscribers

• Detect fraudulent pre-paid calling card transactions

• Deployed Oracle Exadata, Oracle Advanced Analytics ,Oracle Data Integrator, Oracle Stream Explorer





35,000Call center minutes saved daily

Improve network analytics, call center efficiency

• Optimize subscriber and network data handling

• Strengthen analytics and reporting

• Improve customer-care agent reponse times

• Deployed Oracle Big Data Appliance and ISV partner mCentric’s application.

“There is no other platform that offers such performance.” – Jameel Mohammed, Group Chief Operating Officer, Globacom Limited

40x Faster

network event analysis

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 9

Customer Segmentation

Over 3.2 PB of customer data

Drive company’s strategic planning

Deployed Oracle Exadata, Big Data Appliance


“...we can offer more integrated, targeted solutions to millions of customers.”

Carolina Bouvard Nuño, BI and Transformation Director

Reduction in time to use new data90%


Customer Satisfaction Management

30%NPS Improvement

4% Reduction in wasted engineer visits

• Improve customer satisfaction and service quality and reduce customer churn and costs

• Understand customer behavior by combining data from multiple structured and unstructured sources for analysis

• Identify customer perspectives, behavior and needs for improved customer engagement

“There was no other tool on the market that combined an integrated front-end with flexible data store, text enrichment, and sentiment analysis.” Claire Hyland, Head of Information Strategy, Virgin Media

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 11

Optimize Network & Operations

1,000+Databases and workloads to be moved to Oracle Cloud

70,000Field technicians managed by Oracle Service Cloud

• Optimize operations and increase productivity

• Improve customer service

• Reduce IT costs and gain new flexibility

• Move 75% of workloads to cloud by 2020

“We believe that the future of the network is to be data-powered, to be software-centric, and to be fast and responsive,” said John Donovan, Chief Strategy Officer with AT&T Technology and Operations. “[…] This collaboration with Oracle accelerates our network transformation and migration to the cloud to expand efficiency, performance, and reduce cost while improving overall customer service.”


Start with a Business Problem Statement

“If I had an hour to solve a problem I'd spend 55 minutes thinking about the problem and 5 minutes thinking about solutions.”

― Albert Einstein

Clearly Define Problem


Advanced Analytics & ML —Best Practices

1. Start with a Business Problem Statement

2. Define it as precisely as possible…60% of the time

3. Assemble the “Right Data” for the Problem

4. Create New Derived Variables

5. Use ML to build models

6. Train the Model on selected data

7. Automate and Deploy Enterprise-wide using AI

Nothing is Different; Everything is Different


More Data Variety—Better ML and Predictive Models

• Increasing sources of relevant data can boost model accuracy

Naïve Guess or Random

100%

0% Population Size

Res

po

nd

ers

Phase 1: 3 data sources Model with 20 variables

Phase 2 : 5 data sources added Model with 75 variables

Model with 250 variables from 25 data sources

Model with “Big Data” and hundreds -- thousands of input variables including:• Demographic data• Purchase POS transactional

data• “Unstructured data”, text &

comments• Spatial location data• Long term vs. recent

historical behavior• Web visits• Sensor data• etc.

100%

375 variables


© 2018 TM Forum | 15





Eco-Friendly Scooter

• Enable completely electric, rechargeable, and connected to the Internet of Things

Centralized View • Need to integrate monitoring and

recharging data to collect, visualize, analyze and predict usage

Solution• Oracle Cloud Platform—IoT, Java, Database

Rapid Development • 2 Weeks from design to deployment

• and ready to scale globally


Contextualized Customer Interaction

Customer Behavior Intelligence

Massive Interaction Automation

Increase Revenue and Customer Loyalty

Improve Customer ExperienceEase Space Interaction and Scale

Oracle Digital Spaces MonetizationA modern, cloud based offering, deployed modularly

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |

CUSTOMER PERSPECTIVE

We will utilize geo-location and behavioural-based targeting for in-terminal offers, tracking of real-time customer service and the provision of key customer information improving the customer journey and improving operational efficiency.Roger Westerbeek, Group Head of CRM & Loyalty at Manchester Airport

An Airport Experience at Manchester

18

52 million passengersMove through its five airports each year.

Measure both passenger footfall

and dwell time

Deliver mobile offers and

promotions, increase traveler satisfaction, retail

sales and in-terminal visibility

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted

Incremental revenue that is 100% margin

Why monetize your data?

SafeEasy Flexible


The Oracle Data Marketplace

20

Oracle Data Cloud

operates the world’s

largest data marketplace

with 90+ branded data

providers and 50,000+

audience categories.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 21Confidential – Oracle Internal/Restricted/Highly Restricted


CUSTOMER DATA

DEVICE DATA

NETWORKDATA

3rd PARTYDATA

Telco Digital Transformation has Four Dimensions

DigitalService

ProviderData is at the Core of Each Dimension


Innovation

23Confidential – Oracle Internal/Restricted/Highly Restricted


Datais fueled by

Innovation

24Confidential – Oracle Internal/Restricted/Highly Restricted

© 2018 TM Forum | 25© 2018 TM Forum | 25

Q&A



The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Unlock the Value in Customer and Network Data: Harnessing ...Call center minutes saved daily Improve network analytics, call center efficiency •Optimize subscriber and network data