Data & Analytics
Telecom Operator: Real-Time Analytics
Reimagine Legacy. Redefine Future.
The Client
A leading Middle East telecom company with 40M+ subscribers and multi-country operations.
The operator lacked real-time analytics capability to segment users and provide targeted offers. Customer churn was high, and ARPU was declining.
Reimagine Legacy. Redefine Future.
The Challenges
Key Highlights
- Deployed Azure OpenAI Service with GPT-based models for real-time sentiment analysis of customer feedback across email, chat, and social platforms.
- Implemented a personalization engine that leveraged AI-driven recommendations for promotions and loyalty rewards.
- Integrated an intelligent Power Virtual Agents chatbot into the company’s mobile app and website for 24/7 multilingual customer support.
- Rolled out predictive analytics dashboards in Power BI to forecast churn and measure campaign ROI.
Key Highlights
- Implemented Azure Synapse + Event Hubs for streaming analytics.
- Built churn prediction models using Databricks ML.
- Enabled real-time segmentation and campaign optimization.
- Rolled out Power BI dashboards for executive insights.
Impact
Business Morals
Business Morals
Delivered
- Reduced churn by 12%.
- ARPU increased by 15%.
- Campaign ROI doubled in the first year.
- Improved strategic decision-making for leadership.
Business Morals Delivered
- Customer retention rates improved by 18% within the first year.
- Call center workloads decreased by 35%, allowing agents to focus on complex cases.
- Campaign conversions rose by 22% due to targeted offers powered by AI.
- The client positioned itself as an AI-first retailer, enhancing brand perception in competitive markets.