The Customer Experience Case: The Needle in the Haystack
Telecommunications are growing, with mobile broadband doing it particularly well. However budgets are tight and the competition from Internet players is fierce. Mobile operators need to cope with a massive amount of data to provide exceptional services and keep their end Subscribers. In this context, Subscribers demand useful care services in real time. Nowadays our complaints as mobile phone users go beyond network coverage issues, we demand video resolutions according to our device capabilities with unlimited data plans. This means processing a lot of volume not only for a single Subscriber but all the Subscribers, since anybody could file a complaint at any moment. Distributed event processing design principles are key to provide the required scalability and accomplish the task, processing the whole haystack while indexing the needles with the flexibility required to perform Big Data Analytics and Machine Learning, yet providing the required real time performance to attend a Customer in less than 5 seconds.
Sergi Zapater is Chief Operations Officer at Zhilabs and one of the brains behind FlowSight technology. Sergi has 20 years of experience in software development for the telecommunications sector with former design, consultancy and testing contribution to Ericsson, Netspira Networks and HP. He’s got a MSc in Computer Science and he’s contributed to several software patents during his career. Since 2008, Sergi co-founded Zhilabs to provide Customer Experience Analytics to the Telecommunications service providers.