Digital transformation represents a comprehensive approach of modernizing fixed and wireless networks, enabling operators to readily introduce advanced services and streamlining business processes. The advent of disruptive technologies, messaging services and products has eliminated many of the traditional distinctions between wireless, cable, internet and local and long-distance communication services.
Some key market trends are:
Telecom service providers operate in a highly competitive market that requires bringing innovative services to market faster while reducing cost and complexities. Analytics and virtualization are the top innovation drivers; connectivity and insights continue to be at the epicenter for growth, innovation, and disruption for virtually any industry.
CSPs are embracing digital initiatives that are reshaping the operating models through deep transformation of infrastructure, process, skills, culture and leadership to deliver truly digital experiences to their customer. Technologies like 5G and IOT will continue to shape up as major disruptors that would make it imperative for CSPs to seek insights that enhance the convergence across their network, business support systems and operations.
Operational Analytics and Business Insights
The key element of every business is operations and operational analytics focuses on improving existing operations through insights. Making the right decision requires timely information and having deep insight into the entire process flow. Operational analytics helps turn huge volume of data into understandable, actionable insights for more effective and efficient problem resolution. Operational analytics helps detect early patterns of data that predict issues before they arise and proactively address them for improving the overall experience in business.
The insights gained through analytics can be leveraged to address the revenue and cost side of the business by identifying the areas of opportunity and improvement. The best insights are actionable and prescriptive, and can be used for immediate action that will address the key performance parameter of the business.
Analytics is one of the key enablers of digital transformation and data analytics is critical for continuous improvements, balanced utilization and in identifying new opportunities. Accomplishing business insights through operaltional analytics involves the following:
Transaction monitoring, also known as business transaction management, is the supervision of critical business applications and services by auditing the individual transactions that flow across the application infrastructure. The telecom industry has a large customer base and the needs of the customers are constantly evolving.
Transaction management requires IT organizations to address key challenges, such as tracking transaction status & health, reporting on business metrics embedded in transaction content, and managing transaction errors.
Business KPIs & BLA enable an organization to measure and monitor its performance on a strategic and operational level. The KPIs are also known as the "lead indicators" as they help indicate the happenings in advance. Based on the strategic goals of a company, target values for KPIs are set. Comparing actual KPI values to these targets identifies shortcomings immediately and shows improvement potentials for business processes at the same time. This is vital for every company.
Business Intelligence is focused on reporting and querying and advanced analytics is about optimizing, correlating, and predicting the next best action or the next most likely action. Due to heavy competition, the industry is highly dynamic and challenging. In such a scenario, each decision taken becomes more crucial. So it is very important for the CSP to take decisions based on extensive data analytics to ensure efficient and effective use of business resources.
Fully exploiting data and analytics requires three mutually supportive capabilities:
Our solution for operational analytics and business insights is designed to achieve convergence of business and IT goals. Wipro’s Digital Operations Cockpit’s Business Transaction Management (BTM) efficiently helps organizations resolve the above challenges by providing them an in-depth capability in key areas such as transaction visibility, business KPI (Key Performance Indicators) monitoring and proactive exception management. Business managers -- through their business operations teams -- can monitor all critical transactions which have revenue impact.
Fig 1 – Single view of customer services
Using Wipro Holmes’ analytics capabilities & available data in Hadoop Database Lake, Holmes automation studio platform provides advanced intelligence in monitoring, troubleshooting, auto ticket logging, business transaction monitoring, proactive ticket handling, log analysis & self-heal capabilities.
Our solution is built on the principles of Simplification, Flexibility, Agility, Scalability, Performance and Zero-touch. Our Architecture framework allows for Real Time integration of streaming data to enable near real time Analytics and Insights. This helps us identify Business and Operation issues before they impact the customer.
Wipro’s Digital Operations Cockpit leverages the event and system logs to build in the Analytics, to perform Root Cause Analysis, predict the most likely issue trigger point, as well as plan for the system surge during peak based on established pattern.
Intuitive and business-aligned dashboards help in visually analyzing the data. Users can create and distribute an interactive and shareable dashboard, which depicts trends, variations, and density of data in the form of graphs and charts. The software allows data blending and real-time collaboration so that users can consume data via the web or a mobile app.
Fig 2 - Data operations dashboard
Kishore Janardhan Hegde
General Manager, Communications, Wipro Limited.
Kishore heads the nex-gen service solutions as a practice. He has around 24 years of experience working with various service providers across global delivery and solutions. He is primarily working on building IPs, leveraging Wipro’s champion IP Holmes, and building solutions using IPs across Wipro.
Managing Consultant, Communications, Wipro Limited.
Ahilaa is part of the nex-gen service solutions CoE. She has around 19 years of experience working with various customers and solutions.