Communications Solutions

A deeper understanding of the total customer experience. Happier, more loyal customers. And higher ARPU. SAS delivers proven solutions for:

• Understanding and influencing the customer journey throughout the relationship. Quantify customer lifetime value, and orchestrate omnichannel communications that are consistent, contextual and meaningful.
• Predicting and preventing churn. Analyze structured and unstructured data to gain deeper customer and service performance insights. Spot behavioral trends and churn triggers – whether network, product, service or pricing related – and take pre-emptive action. And identify operational changes that could lower your cost to serve while improving service quality.
• Real-time next-best action. Automate and optimize customer interactions based on up-to-the-moment, streaming data on account history, product usage, data plans, network experiences, personal preferences, sentiment, location and more.
• Improve net promoter scores. Broaden analytics and customer relationship marketing beyond sales to include service and advocacy programs. Boost customer engagement by putting analytics at the heart of the customer conversation.

Craft contextual customer interactions based on insights gleaned from big data analytics. Predict, prioritize and pre-empt customer issues that may lead to dissatisfaction and churn. And develop new revenue-generating business models. With SAS you can:

• Successfully navigate the omnichannel world. Generate higher response rates and greater ROI by delivering a consistent, relevant customer experience across all channels. A single interface gives you access to capabilities for multichannel interaction management and execution combined with interaction optimization.
• Target social influencers. Use advanced analytics to create more detailed, comprehensive segmentation models. Identify and track relationships between customers, and target those with the most influence.
• Identify which customers are most – and least – profitable. Accurately calculate the cost and profitability of activities tied to campaigns, as well as customers, channels and products.
• Uncover issues and trends, and identify root causes. Apply data mining, text mining and forecasting techniques to CDRs/IPDRs, network, trouble ticket and performance data so you can expose and address problems before they lead to churn or promoter score degradation.
• Monetize aggregated streams of customer information. Deliver real-time location-based personalized services using real-time decision engines and event stream processing. Combine location-specific data with customer behavior insights to enrich the customer experience and drive market growth.
  

Better decisions. Greater insights into the Internet of Things (IoT). And new opportunities for improving lives and growing your business every day. With SAS you get:

• The ability to turn data into dollars. Take a data-driven approach to creating new business models and digital services, building profitable partnerships in a complex value chain, and delivering on customer satisfaction.
• Secure, optimized networks. Heighten the intelligence of your existing security infrastructure to find hidden patterns and relationships suggesting malicious activity. Detect attackers’ reconnaissance activities in real time. And make better cyberrisk and network capacity decisions.
• New IoT intelligence from big data analytics. Our standardized, scalable architecture lets you seamlessly capture and analyze data streaming in from billions of devices and sensors so you can understand how to leverage the Internet of Things, enrich your customers' experiences, and grow your business.
  

Harness your IoT big data. Use that data to generate new revenue streams and gain greater customer insights. And keep your network data secure. With SAS you can:

• Use data while it is still in motion. Our event stream processing engine lets you analyze streaming data from a multitude of devices and sources to detect patterns and anomalies while they are occurring so you can influence event outcomes.
• Get ahead of emerging cybersecurity threats. Detect risks in real-time by using cybersecurity analytics to find hidden patterns and relationships that indicate malicious activity. Focus security operations center (SOC) investigations on real problems, and rescue security analysts drowning in data, false positives and duplicate alerts.
• Optimize network planning and perform radio analytics for IoT growth. In-memory data visualization and forecasting capabilities enable you to plan and make spectrum investment decisions to optimize networks, load balance, capacity management and more.
  
• Establish a common language and architecture for your growing IoT data. Our integrated data management framework includes solutions for Hadoop, advanced analytics and data visualization to keep you on top of the growing IoT marketplace.
  

Optimize network performance. Improve quality and service levels. And create a more pleasing customer experience across your network infrastructure. We offer network analytics solutions for:

• Digital network transformation. Use advanced analytic and optimization models to support NFV, SDN, ZOOM and digital transformation to maximize network operations management and support expansion into new product and service offerings. Incorporate financial metrics to strategically plan and tactically support conversion to a hybrid-digital or complete digital network operation.
  
• Network capacity planning. Apply statistical forecasting and advanced analytics to detailed network data for more accurate capacity planning.
• Service assurance and optimization. Predict service interruptions before they happen, pinpoint their root causes, and identify optimal traffic load processing across cells and nodes.
• Better targeting and care of high-value customers. Analyze customer consumption and profitability data to determine customer value. Then focus your network performance management and targeted marketing efforts on delivering the right offers and services to the right customers in the right locations.
  

Forecast, plan and manage network traffic with greater precision. Optimize CAPEX and OPEX. And establish flexible, scalable network analytics that can evolve and grow along with your network. With SAS you can:

• Predict and prevent network issues before they affect your customers. Spend less time finding network issues and more time generating value from your network data by using advanced analytics.
• Optimize network investments. Make fact-based investment decisions based on precise analytic forecasts that use detailed data – from cells, nodes, products, customers and financial metrics – to effectively plan and optimize network upgrades and/or expansions.
  
• Know what your customers experience throughout your network. Arm service and care professionals with network performance and issue resolution information to support better decision making that improves customer satisfaction and increases customer lifetime value.
• Identify customer consumption patterns across network elements. Boost utilization across elements by optimizing network capacity and providing high-value customers with enhanced service offerings, high-capacity availability, and precisely targeted marketing messages.

Intelligent content recommendations. Effective advertising. Personalized product and service offerings. All based on actual knowledge of what content customers are consuming, for how long, and on which devices. SAS delivers:

• Panoramic insight into customer viewing experiences. Access, integrate and examine all types of customer and audience data – including set top box, VOD, DVR, account, third-party and social media data – across every platform.
• Big data analytics, any data insights. Create meaningful visuals, and perform customer and audience analytics using any data source. Analyze petabytes of data to determine the root causes of issues involving video data quality, network performance and fraud.
• Large-scale, automated analytics. Model virtually any type of behavior. Incorporate past and future events into your forecasting and optimization processes. And generate accurate viewership forecasts, optimize your ad inventory and pricing, and deliver targeted advertising to the right customer segments.

Get a true picture of your customers as they consume content from device to device. Make better decisions about content delivery. And fine-tune programming decisions. With SAS you can:

• Analyze content consumption and risk for churn based on a complete view of data. Get a realistic view of customer behavior by combining data from all sources. Then apply big data analytics to drive operational improvements, content recommendations and more effective bundling strategies.
• Use advanced analytics to gain incremental ad dollars. Generate on-demand ad packages to help ad planners better meet buying requirements for desired audiences. Produce accurate viewership forecasts and improve advertising ROI with optimized inventory and rate card pricing.
• Identify root causes of poor video quality. Quickly understand numerous variables, and identify those that correlate to performance degradation, with a self-service analytics portal that lets you predict and pinpoint issues down to geographic, hardware and software levels.
• Personalize the customer experience. Find patterns in structured and unstructured customer data (e.g., social media) so you can quickly get a pulse on customer viewing and content preferences, and track this downstream to the customer service level and NPS.

Timely insights from a big data strategy built on SAS and Hadoop. Faster results than ever before. And the ability to extract real value from all your data. SAS delivers big data analytics solutions for:

• Customer experience management. Craft contextual interactions throughout the customer journey. Measure and optimize the customer experience in both the digital and physical worlds. And link customer-driven strategies to your business goals.
• The Internet of Things (IoT). Stream, analyze and monetize IoT data from sensors, mobile devices, network elements, home appliances, agricultural machinery, utilities, cities, etc.
• Network analytics. Improve network quality by easily identifying problems, quickly troubleshooting and fixing network issues fast.
• Audience analytics. Identify customer segments at high risk for churn, increase advertising ROI, and improve the customer viewership experience.

Tap into the potential hidden in your big data assets – including customer, IoT, network and marketing data. Gain new insights fast. And unite all types of diverse data. With SAS you can:

• Get fast answers to your toughest business questions. In-memory analytics enables concurrent, multiuser access to all your data – big and small – for extremely fast analytics operations. The software is optimized for distributed in-memory processing and can easily handle the huge data volumes associated with things like location-based services.
• Ensure the consistency of all your data. In-database analytics eliminates unnecessary data movement steps and uses a massively parallel processing (MPP) database architecture to execute data management and analytics tasks inside the database.
• Meet peak demands. Our grid computing capabilities help eliminate your IT constraints. As a result, you can create a managed, shared environment for processing huge volumes of data and analytics programs, and accommodate growing, increasingly diverse user workloads. Flexible architecture options mean that your toughest business requirements will be met – both today and tomorrow.
• Combine the benefits of Hadoop with the business analytics power of SAS. Transform big data into big knowledge with seamless, transparent access to your Hadoop environment so you can gain insights and discover new trends.
• Analyze high-velocity big data while it’s in motion. With event stream processing, you'll know – in real time – what requires immediate action and what can be ignored so you won’t miss opportunities or red flags.