The old way: Unusable provisioning and call data.

Traditionally telecommunications providers have walls between network operations, marketing and customer support. Provisioning information, call detail records and other data about customer usage and network behavior are locked in operational support systems. Marketing works from limited summarized and filtered information available through rigid decision support systems. Customer support needs to escalate every customer issue that requires data about provisioning status. With the explosion of new services, this status quo is no longer acceptable. Mobile number portability (MNP) change requests, specialized messaging services and other high volume service changes results in an overwhelming number of escalated support questions with crushing cost implications. Marketing needs greater flexibility in analyzing usage patterns to optimize an increasingly complex array of services with differing cost, delivery and pricing models.

The new way: IT Search empowers support and marketing.

Splunk indexes all of the operational data across converged services from call records to application usage to provisioning events in real time. Non-technical users from customer support to marketing can search this data instantaneously from an intuitive web interface. Marketing can summarize search results as reports and charts and create custom dashboards to keep watch over business activity.