Opportunity for service providers to improve business outcomes of order-to-activation process by harnessing BI and analytics
Amdocs, provider of customer experience systems and services, has announced the findings of a global survey which highlights the unchartered potential of adopting business intelligence (BI) and analytics tools within one of the most critical business processes, the order-to-activation (O2A) process.
The independent research, conducted by Ovum on behalf of Amdocs, found a wide gap between what service providers believe they can achieve by utilizing data collected during the O2A process, and the actual capabilities they have in place to leverage this data for predicting and proactively preventing ordering issues in order to ensure a flawless customer experience.
“Data collected during the O2A process enables operators to identify root causes that can serve not only to improve the process itself, but also to improve key business outcomes, such as profitability and the customer experience,” said Clare McCarthy, Lead Analyst Telco operations & IT at Ovum. “To realize these benefits, service providers need to apply robust BI and analytics predictive and prevention tools in order to know what to look for, and correctly predict and prevent order fallout.”
“We are seeing service providers shifting from traditional strategies focused on improving operational parameters within the O2A process, such as order handling time, to predictive models aimed at proactively preventing issues,” said Rebecca Prudhomme, Amdocs vice president for product and solutions marketing. “Such prediction and prevention capabilities, as offered by the Amdocs O2A managed services solution, will become increasingly important as players continue to merge into bigger and more complex multi-play operations, while looking to offer the best customer experience.”
