Agilent Technologies’ Wireless Data Analytics Help Mobile Operators Act Early to Prevent Churn, Improve Return on Investment
End-to-End System Delivers Superior User Experience by Leveraging Teradata’s Warehousing, Providing Unique Visibility into Mobile Broadband Services
BARCELONA, Spain, 2009 Mobile World Congress, Hall 1, Stand D45, Feb. 16, 2009
Agilent Technologies Inc. (NYSE: A) today announced the availability of its Wireless Data Analytics for 3G networks, an innovative solution that enables wireless operators to quickly and automatically receive wide-ranging analytics on customer behavior and experience, mobile services, and handset and network performance. This allows wireless companies to make proactive decisions that prevent customer churn, grow revenues, cut operating costs, invest capital and effectively target scarce resources to rapidly fix network problems. The system will be demonstrated here at Mobile World Congress as a prime example of Agilent’s “Measurement Solutions for a Mobile World.”
Agilent offers more analytics than its competitors, and has adopted an industry-unique data warehousing strategy based on its partnership with Teradata. The essence of Agilent’s Wireless Data Analytics is the ability to quickly extract actionable information from billions of signaling records captured by the industry-leading acceSS7 monitoring system. Given the sheer number of records, operators can no longer rely on the data silos used by competitive solutions.
Agilent’s analytics allows multiple departments within a wireless company - service assurance personnel, customer relationship management (CRM), account managers, finance and risk staff, network planners, over-the-air activators - to obtain analytics in an intuitive format. The analytics are sent automatically by e-mail on any individually specified schedule - hourly, daily, weekly - without the recipients needing to know how to use the system. The solution can link analytics that contain a mobile subscriber ID to Agilent’s Session Trace troubleshooting solution to fix problems without having to use a separate system and usually before customers are affected.
“It is not an accident that operators no longer rely exclusively on troubleshooting solutions to keep their customers happy,” said Todd Biddle, vice president and general manager of Agilent’s Network Solutions Division. “They now demand comprehensive analytics. Analytics are proactive, and given the stiff competition and the ease with which complex networks can break down, fast action and strategic planning are indispensible. Our system makes that possible. Agilent analytics are an integral part of our end-to-end solution where users can move nimbly between alarms, analytics and troubleshooting.”
The solution’s key benefits include:
* Retention of high-value customers - The system can quickly identify and analyze service-delivery issues affecting critical customer groups such as large corporations that generate significant revenue.
* Reduced losses from misconfigured handsets - Mobile operators lose an enormous amount of revenues from misconfigured handsets that prevent customers from accessing lucrative data services and contribute to customer churn. Agilent’s analytics enable operators to identify these handsets and reconfigure them using their over-the-air configuration system.
* Effective use of service support staff - Some service problems cost operators more than others; for example, problems with data services or services to high-value customers. Agilent’s analytics allow operators to focus expert technical staff - particularly expensive and scarce Tier 3 engineers - on the most important issues, minimizing revenue loss and preventing churn of important customers.
Agilent’s Wireless Data Analytics also enables effective service level agreement (SLA) management, handset performance ranking, and visibility into a network’s efficiency at supporting browsing, e-mail, file transfers, connections to social networking sites, and other activities. The solution provides capabilities that all operators will need to effectively compete in the future.
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