executive dashboard

Telecom Business Intelligence

Detailed operational and business information based on TM Forum's agile frameworks to fast-track operational performance.

Telecom BI Application provides a predefined semantic layer for Business Intelligence tool MicroStrategy (OEM), as well as a sample set of pre-built reports and dashboards for each of the supported business areas. Customers can leverage the pre-built dashboards as is, or as guides to develop their own customized reports/dashboards. Because metrics capabilities are built into the system, Telecom BI reports can provide greater business insights than ever before. Reports are accessible from easy-to-use, role-specific dashboards via any standard Web browser.

Telecom BI application is built following an industry best practices layered architecture. It is also aligned to the latest communications industry standards, enabling the consolidation of data across a service provider's operation into a single unified database, supporting both network and customer data.


Benefits:

  • Pre-built solution: Designed for faster deployment at a lower cost, lower risk, and with better business results
  • Visibility:
    • Great visibility and insight
    • Precise information in all aspects of your business
  • Ongoing improvements: Measures the performance throughout the organization
  • KPIs allow operators to:
    • Visibility on user behavior patterns and identification on incorrect performance behavior
    • Improves quality assurance, customer experience and reduces churn rate
  • Map Performance against corporate Plan: Compares company performance against your plan’s expectations, in real-time
  • Easy to extend and customize: Robust, customizable enterprise analytics solution enables application extension without programming

Features:

  • Supports multiple data sources
  • Quick reaction to environment
  • Multiple network and operational support
  • Real-Time Business Intelligence
  • Residential and corporate market
  • Comprehensive metadata for BI reporting
  • Scheduled alerts
  • Prebuilt data warehouse
  • Prebuilt dashboards
  • Drill down capabilities
  • Timely metrics (based on TM Forum)
  • Revenue leakage prevention
  • Easy-to-read charts, graphs, and tables

Main functionalities

General:

  • View of churn rate, consumer experience and operational efficiency
  • Advanced analysis and predictions specific to the industry
  • Data integration from any source across the enterprise
  • Prebuilt data warehouse
  • Prebuilt business and operational dashboards provide timely metrics based on business metrics (TM Forum), reports, and proactive alerts
  • Easy to expand and customize
  • Great visibility and depth for all aspects of business

Operational Efficiency: 

Complete analysis of every step in the back-office fulfillment and assurance processes, from Order to Activate, enabling CSP to quickly respond and resolve customer issues before they become problems.

KPIs included:

  • Mean time order to activation
  • Order to activation time by major process
  • # Orders
  • % orders requiring rework by cause type
  • # Installations Committed
  • # of problems reported by customers during the measurement period
  • % of orders pending
  • % of orders pending by cause type
  • % of orders completed
  • % of orders rejected
  • # of reported incidents resolved

Customer Experience:

Indicators from customer-facing side of the business and a complete view of quality of service delivered to customers.

KPIs included:

  • Mean Duration To Fulfill Service Order
  • Mean Time Difference Between Customer Requested Delivery Date and Planned Date
  • % Orders Delivered By Committed Date
  • Mean Duration To Fulfill Service Order
  • % Of Service Activation Failures
  • % Early Life Failure
  • % Of Problems Reported By Customers
  • Mean Time Between Failures (MTBF)
  • Mean Time To Repair (MTTR)
  • % Of SLA Violations
  • # Orders Failed Within 28 Days

Field Service Performance:

Tracking KPIs, will help to managers to improve capacity plan, assign task process, optimize field workforce operational efficiency, reduce cost, and risk.

KPIs Included:

  • Number of work orders assigned per day
  • Amount of tasks by task types
  • % Emergency overrides
  • # Cancelations
  • Travel time indicators
  • Turnaround time
  • Capacity by work types
  • % of appointment met
  • % of missed appointments
  • Mean time to delivery
  • Geographic indicators

Call Center Performance:

Detect errors and take actions in order to improve customer services and the customer experience.

  • Number of new tickets
  • % resolved tickets
  • Average resolution time
  • Response time by first reply
  • Average wait time
  • First time resolution Call

Data Warehouse:

  • Our optimized database design and layered architecture follows data warehousing industry best practices, TM Forum Information Framework and TM Forum Business Metrics recommendations.
  • Data is consolidated across a service provider's operation into a single unified database, supporting both OSS and BSS data.
  • Intraway BI application automatically populates the OLAP cubes and star schema models at the DW based on data existing in the data Integration layer.

Architecture:

Telecom BI application is built following an industry best practices layered architecture. It is also aligned to the latest communications industry standards, enabling the consolidation of data across a service provider's operation into a single unified database, supporting both network and customer data.

Data Integration

From the various business and operational support systems, transactional level details are fed to the Intraway Data Integration Layer  to manage data from any source application at its lowest level of granularity.  Intraway Data Integration offers broad connectivity to a variety of diverse data sources including structured, unstructured and semi-structured data sources with faster performance.

Business Metrics Mapping:

Telecom BI Process Mapping

 

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