On August 6, Banerjee wrote about the increasing importance of business intelligence systems in telecom service provider analytics strategies. (See Intelligence & Analytics.)
One other important BI use case revolves around the ability to deal with unstructured data. The ability to correlate unstructured responses to questions – as well as analyze call-center interactions and other input sources, such as blogs, forums, email, social networking sites, chat, call center transcripts, and customer feedback forums – helps operators to enrich their understanding of their customers' perception of their services. BI solutions based on various inputs work through pattern recognition, extraction, and various other techniques, adding value to the carrier's BI strategy.
Then, today, Japanese giant KDDI Corp. announced it is to use business intelligence systems from SAS Institute Inc. "to determine the links between customer attributes and data regarding influences, relationships, and detailed behavior in customer communities, which has never before been visible. This will enable KDDI to gain new insights and advance the level of its customer analysis." (See KDDI Uses SAS Analytics.)
KDDI isn't the only Asia/Pacific carrier to have turned to SAS for its analytics software -- Globe Telecom Inc. in the Philippines is also a SAS customer.
— Ray Le Maistre, International Managing Editor, Light Reading