IBM, IT giant launched two analytics-focused research projects that will help telecom operators and e-retailers ameliorate customer service and truthfulness as well as boost new-customer attainment. The two technologies will enable telecom operators analyze usage patterns of their subscribers and accordingly design subscription plans.
Social Network Analysis technology is being developed by scientists at IBM Research – India. It will enable the telecom operators to study the calling patterns of the subscribers and develop more attractive and useful subscriber plans..
According to IBM, with more customer-friendly plans, the companies will be able to reduce customer turnover and increase satisfaction. This type of penetration will enable service providers to improve the overall mobile Telco experience.
Dr. Guruduth Banavar, Director of IBM Research – India and the global head of IBM Research’s Mobile Web initiative, said, “IBM’s Social Network Analysis and Customer Analyst technologies will provide telecom companies and retailers with significant insights about their consumers.”
“Mobile telephony is growing tremendously all over the world, especially in developing nations. The market is immensely competitive and companies are looking for tailored products to retain and attract customers and therefore, business intelligence through customer behavior analysis is critical,” “The Indian branch of IBM leads the company’s global mobile web initiatives and has been working on this technology for about past two years.”
The other technology, IBM customer analyst, is under development by IBM’s lab in Israel. The technology focuses on understanding Internet users, particularly mobile telephone subscribers.
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