Big data provenance and analytics in telecom contact centers

Abstract

Cloud computing and big data are the two important technology innovations which have the potential to restructure the value chain of telecom service providers. Apart from total cost saving, there are many operational and business objectives while adopting cloud computing technology into the telecom domain. Telecom service providers typically have terabytes of operational data available. When effectively analyzed, this information can help them to maintain consistent and appropriate service delivery across the seasonal peaks and valleys. Big data analytics offer telecom operators a real opportunity to gain a broad image of their day to day operations, customers, and more over organizations and innovative efforts to be taken. In this research paper we identify and list the key factors affecting the operational performance of a telecom contact center and the potential role of big data analytics and provenance in overcoming the performance bottlenecks. We present a case study evaluating how telecom companies can employ big data analytics in inbound and outbound contact centers for enhancement of operational performance. Results indicate that, despite of many challenges including lack of well-defined big data processing strategies, potential security threats and the need for workforce re-skilling, the use of opportunities of Big Data analytics in telecom domain is unprecedented.