Field Services efficiency within Telecom Network enabled by Analytics

Abstract

As the gamut of activities within the area of Field Services increases, it is increasingly becoming an important aspect of differentiation within Telecom operators and Network Providers. Today organizations have come to realize that customer satisfaction and enhanced subscriber experience is driven by an intelligent and optimized Field Service operation, rather than it being designated as a cost bucket with a traditional focus on increasing productivity. Thus, the focus on field service has extended to newer aspects of improved forecasting, identifying the root causes of network failure and proper scheduling and dispatching of personnel to get maximum efficiency. In this regard, analytics, specifically aspects of advanced analytics have become an important tool within the Field Services organization to help becoming more effective in addressing present-day challenges. Any impactful analytical solution would not be effective without a strong work around Root Cause Analysis, Forecasting of Trouble Tickets, and Capacity Planning with the help of workforce management of field force personnel. Advanced analytics is increasingly processing a wide range of data both internal and external that helps in applying these techniques to get meaningful insights. Our talk today will cover how these techniques will help organizations in identifying the value drivers impacting every issue. In conclusion an end-to-end solution around Field Services will be presented which will highlight the various ways advanced analytics can help operators make smarter interventions within their overall processes to enhance customer experience while retaining an optimized offering.