Streaming Analytics: How to Delight Customers and Increase Revenues

Transcription

1 Streaming Analytics: How to Delight Customers and Increase Revenues Dale Skeen, CTO & Co-Founder December 10, VITRIA TECHNOLOGY, INC. All rights reserved.

2 Key Tech Trends VIP Customer Experience Big Data Streaming Analytics Predictive

3 What does Streaming Analytics Mean? Continuous, Real-time In memory Event-driven Stream-processing Incremental evaluation Continuous, Instantaneous In-memory (by design)

4 What does Streaming Analytics Mean? Traditional, On-Demand Continuous, Real-time In memory Request-driven Data processing Bulk evaluation One-time, Latency Disk-based (usually) Event-driven Stream-processing Incremental evaluation Continuous, Instantaneous In-memory (by design)

5 What does Streaming Analytics Mean? Traditional, On-Demand Continuous, Real-time In memory Request-driven Data processing Bulk Investigative evaluation One-time, Retrospective Latency Disk-based Reactive (usually) Retrospective Investigative Reactive Event-driven Stream-processing Incremental evaluation Continuous, Instantaneous In-memory (by design) Prospective Predictive Proactive

6 Vitria Operational Intelligence Platform Powered by Streaming Analytics Real-Time VISIBILITY Real-time Information in context Rich Visualization Streaming ANALYTICS Correlate diverse sources Detect Patterns & Trends Analyze and Predict Immediate ACTION Automated Processes & Guided Workflows Location and Situational Awareness HTML5, Mobile Stream Processing, In-memory Intelligent BPM

7 Enriching Real-time Customer Experience #1: Real-time VIP Customer Experience Monitoring Detect events that impact VIP customers - e.g. dropped calls Prioritize their problem resolution #2: Real-time, Predictive 1-1 Marketing Based on where the customer has been, where he is now, and where you predict he s going More than 20 problems identified for OI and Streaming Analytics Largest Carrier in UK 40 Million Customers in Europe Subsidiary of Telefonica 7th Largest Telco WW >320 Million Customers Big Data in Motion: 250,000 events/sec. ~10 billion events/day 2 TB per day

8 Network Visibility vs. Customer Insight: How to ensure the best service for VIP Customers? Telco Network Operations 200,000 devices 250,000 status events per second ~ 10 Billion events per day No Notion of Customer Source: O

9 O2 Requirements How to ensure the best service for VIP Customers? Cellular Network 250,000 events per second Volume of Data Velocity of Data Continuous Monitoring for anomalous events (Dropped calls) CRM Correlate among disparate sources CRM, network data, device DB, Continuous Real-time Analytics # VIPs affected per cell tower Automated Actions Immediate action based on analytics < 1 sec

10 Real-time Insight in Context Heat map of problem cell sites based on VIP customers Bar chart of most affected cell sites List of affected VIP customers Drill-down to track individual quality of service

11 Real-time, Situational 1:1 Marketing 10 million passengers/year travel on Eurostar trains via the Channel Tunnel between UK and Europe. Many are O2 customers. Most turn off data roaming just before leaving the UK. Eurostar Opportunity: Text them a great data roaming offer just before leaving UK. Problem: Javelin Trains share UK routes Challenge: Local Javelin trains share same routes Highways next to train routes & stations

12 O2 Requirements Real-time, Situational 1:1 Marketing Cellular Network 250,000 events per second Volume of Data Velocity of Data CRM Correlate among disparate sources CRM, Route Correlate location with train route Geospatial (location) context Track & trace passenger over time Ensure that this is a train passenger Correlate with train schedule Only track Eurostar passengers Automate actions Text the roaming offer In-Time between Ashford & Chunnel

13 Improving Supply Chain Visibility #1: Gain Complete Visibility into Supply Chain Processes Track purchase orders across multiple siloed ERP and other IT systems from suppliers to distribution centers to store locations #2: Prevent Stock-outs through Continuous Monitoring Track shipment delays, shortages, and overages Alert to delays in high priority, seasonal products Decrease costly emergency replenishment processes #3: Reduce Potential Customer Dissatisfaction and Churn Global Restaurant Chain >10,000 locations >50 countries 100s of fresh ingredients 1000s of order variations

14 Supply Chain Visibility: How it Works Multiple ERPs & IT Systems Logistics 1,000s events/sec... Operational Intelligence Step 1: Discovery Capture Supply Chain Activities Correlate with Business Data Discover Process Patterns Happy paths, frequent paths, outliers Define Metrics and Analytics KPIs, SLAs, Judgments Discovered Process Model Suppliers

15 Supply Chain Visibility: How it Works Multiple ERPs & IT Systems Logistics Suppliers 1,000s events/sec... Operational Intelligence Step 1: Discovery Capture Supply Chain Activities Correlate with Business Data Discover Process Patterns Happy paths, frequent paths, outliers Define Metrics and Analytics KPIs, SLAs, Judgments Step 2: Real-Time Monitoring Track and Trace Correlate activity to patterns Identify anomalies and problems early Continuously Analyze KPIs, SLAs, Judgments, Pathways Discovered Process Model Real-time Tracking & Analysis

16 PO to Shipment Process Global Visibility Track supply chain activity based on the discovered process models. Analyze progress of orders based on their own KPIs. Detect problems early and act in time

17 Summary: Vitria Operational Intelligence Helps Enrich Customer Experience & Drive Revenues Big Data Best Service Streaming Predictive Analytics 1-1 Marketing Predictive Analytics Right Product

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