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Contents
Competition Analysis System CAS At a Glance Typical business scenarios served, optimized and/or automated through CAS Intelligent Adaptive Customer Handling CAS Impact & Benefits Assessing Customers Negotiating with Customers Recommendation Engine Business Applications Product Architecture Key Components Segment Designer Discount Manager Analytics Studio Social Network Analysis The Tariff Advisor Simulation & What-If Analytics & Modeling Services About datamine 3 4 7 9 10 13 14 17 18 20 23 24 25 26 27 28 29 31 32

A major advance of the typical telecom IT infrastructure providing invaluable information at any level, from representatives to senior staff

CAS

Competition Analysis System

An interactive environment for customer analysis, tariff development, CRM strategies and more

CAS enables modern telecoms organization to:

Monitor & Analyze Competition

Compare the complete market (competitor tariffs) against your actual usage data
Empower Product Development

Create & Manage tariffs. Evaluate on actual usage data. Build Business cases
Optimize & Automate Tariff Recommendations

Load-balance tariff offerings depending on customer value. Measure & Analyze results
Perform Efficient Tariff Negotiations @ POS

Provide agents a negotiation framework for a stepwise, cost-controlled offering scenario

Execute Aggressive Customer Acquisition Campaigns

Provide agents a statistics-driven negotiation framework for candidate customers

Deliver Online Personalized Recommendations

Your customers browse personalized tariff offerings online and/or through smart phones
Gather Customer Feedback

Systematically collect, analyze and report offering-related customer feedback

CAS mid-term benefits

Empowered Competitiveness Higher levels of Customer Satisfaction & Loyalty Increased Sales & Customer Acquisition Rates Enhanced Decision Support Framework
Competition Analysis System

CAS At a Glance
A powerful customer analytics framework, specialized for telecom operators
Datamines Competition Analysis System (CAS) is a sophisticated platform enabling tariff modeling, advanced customer insight, interactive tariff recommendation logic design and more. Based on a highly engineered data processing and visualization platform, CAS empowers processes in the domains of Analytical CRM, customer handling, product development and data-driven decision making in general. CAS can be best conceived as: An interactive tariff development & evaluation framework ... enabling quick definition of new tariffs, validation and analysis against actual usage A powerful Customer Interaction framework ... automating and optimizing tariff recommendations, according to strict business rules A sophisticated Customer Analytics platform ... enabling customer, billing & usage analysis along with tariff suitability measures Either designing your customer retention strategy, developing a new pricing policy, assessing tariff performance against competition or building business cases to support candidate products, CAS will give you robust answers, ideas and hints through a single click sequence.

Virtual markets: competitors, tariffs, traffic & customer data in a fully controlled, powerful and user-friendly environment

CAS

Agents Deal Negotiation Framework, set of tariffs with loss/gain figures, priorities and hints, for optimal, interactive negotiation with the customer

Top management Decision support information, KPIs, customer base dynamics, tariff performance

Product development managers What if scenarios, candidate tariffs assessments, traffic profile analysis, tariff transition patterns

Potential customer Accurate Recommendations based on traffic patterns/bill presented by the candidate customer

CAS

Customer base managers Segmentation analysis, definition of policies & corporate strategies

Existing customer Personalized tariff offerings, suitably balancing costs with expected gain

Campaign managers Accurate target Groups, enriched with optimization information

www.datamine.gr Competition Analysis System

CAS

Typical business scenarios served, optimized and/or automated through CAS

CAS answers critical business questions, involving both day-to-day issues and corporate-level decision-making
Handle inbound tariff related customer requests through any channel, with managed costs and standard communication framework: negotiate with the customer depending on customer value, specific corporate goals, tariff promotion logic Design powerful outbound campaigns offering a better tariff proposal for each eligible customer through personalized messaging and accurate savings estimations Monitor the market, perform competition assessment studies, evaluate competitor offerings against actual customer data (single customer, sample or the entire customer base) Perform customer base analysis with tariff suitability perspective: derive distance metrics for each customer within the exact eligible tariff space. Share tariff analytics across the enterprise through sophisticated reporting Model tariff analytics and suitability metrics against loyalty/ churn, customer satisfaction. Feed corporate information systems with customer analytics and traffic patterns Support product development activities through interactive business scenarios development, what-if studies, financial impact analysis

Competition Analysis System

customer insights profitability analytics competitiveness loyalty decisions predictions strategies

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Tariff assessment

Tariff modeling & optimization

Customer handling strategies

Competitive advantages

CAS

Intelligent Adaptive Customer Handling

Sophisticated tariff modeling, customer negotiation tools, analytics: the roadmap to competitiveness

Tariff modeler & billing

Markets, product catalogues, billing analytics
CAS hosts in its powerful database complete telecommunication markets (operators, tariffs, networks and network elements). The underlying, high performance CAS Billing Engine generates tariff comparative data against any actual customer for any set of tariffs in fractions of seconds, providing an outstanding user experience in tariff development, assessment and competition browsing.

Customer negotiator framework

Advanced tools dealing with customers real time
Agents can now efficiently deal, through enabled channels, with any existing customer within the negotiation space generated by CAS: this is a safe (cost- controlled) space, as the outcome of corporate policies and active business rules executed for each specific customer. Loss estimations/ gain for each allowed proposal strengthens agents position and ensures corporate strategy. Closing the loop, customer feedback can be easily captured into CAS.

Recommendation engine
Automatic, fully managed tariff proposal system
A self-service component of CAS, launched through your corporate-site\myAccount section or via smart phone mini-application. Upon login, your customer receives proposals, triggers or tariff related messages, all satisfying certain business rules, cost or other constraints. Your customers enjoy highly-targeted, personalised offerings, while you retain full control over any associated costs, goals, priorities and corporate strategies.

Pricing insight & analytics

Sophisticated tariff performance assessment
CAS offers Business analysts a wide range of advanced analytics on tariff performance both for existing tariffs or hypothetical ones. Simulation components allow the development of hypothetical scenarios for candidate tariffs and their impact in your customer base or financial performance. Monitoring and analysis provides access to actual tariff performance figures versus critical metrics such as churn rates, revenue and profitability.

Customer & analytics

Powerful components for managing customer base
Customer base analysis tools, segment creation and management components, profiling & reporting, all available to the business user with a click of a button. Hundreds of attributes on customer, subscriber, invoice or traffic level can be easily combined in an interactive fashion, in order to build advanced, accurate target group structures, enabling segmentation or decisioning (proposal eligibility) schemes.

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CAS Impact & Benefits

CAS has a major impact on critical customer-related processes and decision-making practices within the modern telecom operator: activities referring to customer lifetime value, loyalty/ churn management, customer satisfaction and other CRM-related initiatives significantly benefit from direct or indirect integration with CAS, its functionality and regular output such as enhanced KPIs, improved applications like micro-segmentation, predictive models, churn analysis and similar.

Market Overview & Analytics

Tariff comparison, analytics & performance data, market overview and positioning against competitors, all available immediately after installation

Business Cases
New capabilities on the compilation of what-ifs, business case/studies, decision support on products, strategies, offerings, customized discounts

Loyal, Satisfied Customers

hrough interactive, sophisticated customer handling strategies, with optimized offering based on customers profile, optimal timing, corporate targets and priorities

Installation (t0)

t0 + 6 months

Analytics & BI
Significant enhancement of the typical telecom Business Intelligence infrastructure. Tariff Analytics, performance indicators, advanced traffic pattern analysis have redefined the use of analytics within the corporation

Better Tariffs, Market Positioning

Through efficient, interactive product development processes along with advanced customer targeting. Innovative tariffs, with measurable performance leading to better market positioning and competitiveness

CAS

Next Best Activity, Best Tariff Advise and customer lifecycle modeling - are all excellent examples of CAS positive impact in understanding the market, your offering, competitors as well as each single customer. Systematic tariff plan suitability and performance figures along with Social Network metrics, Customers Network Value and Traffic Patterns establishes a major, enterprise-wide, information enrichment process.
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Customer Base Growth

Customer Handling Strategies

Competitiveness Customer Satisfaction

Optimized Offerings, Revenue Control

CRM Effectiveness

Customer Intelligence

Churn Management

Market Intelligence

Competition Analysis System

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Understand your customers; Understand your customers; analyze your own pricing models analyze your own pricing against competition competition models against

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Assessing Customers
Innovative customer assessment tools through powerful analytics components
Rich interactive user interfaces along with powerful analytical options enable instant, multidimensional analysis of tariffs against any single subscriber. With a click of a button you get tabular data or interactive visualizers on: Tariff suitability for the subscriber The best owned or market offering for the customer The recommended (via business rules) tariff transition for the customer (along with impact figures) The distribution of all eligible tariffs against their monetary distance from current A wide range of configurable statistics including ARPU, AMOU, SNA metrics, Tariff assessment results, expected figures, all versus baselines, segment memberships and trends

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Negotiating with Customers

Optimized customer handling, effective customer acquisition

CAS enables efficient, optimized in-store customer negotiation: your agent submits subscribers MSISDN and receives a personalized negotiation space, enriched with cost/ benefit information, traffic patterns, hints and supportive information. Subscribers response can be captured during the negotiation process, leading to a rich, invaluable corporate-subscriber interaction history.

Customers request Any type of related request such as tariff inquiry, bill complaint, tariff change advice, portability

Forward to CAS Agent simply submits the MSISDN or other customer identifier, along with a classification of customers request

Existing customer Optimal proposal The most appropriate proposal for the specific customer, according to active business policies, suitably communicated and supported

Agent Set of suitable proposals CAS applies all the complex business rules on customers financial, traffic and re-rating information and compiles a set of proposals, providing certain benefits to the customer, while balancing corporate costs

CAS

CAS


For potential customers, where no traffic information/ invoice history is accessible, CAS utilizes a powerful billing approximation engine: a pattern-based estimator of tariff proposals for a candidate customer. The only input in this case is the traffic pattern as provided by the candidate customer, verbally or through demonstration of a copy of a recent invoice from current operator.
Potential customers inquiry Candidate customer submits a recent bill or describes his/her owned traffic pattern Forward to CAS Agent simply submits traffic statistics, as found on customers bill, along with a classification of customers request

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Aggressive campaigns, strong quantitative arguments, outstanding customer acquisition rates

Potential customer Present proposal, negotiate The most appropriate tariff proposal for the candidate customer, according to active business policies, suitably packed and communicated. Interaction with the negotiation set, for a different proposal according to customers feedback

Agent Get negotiation set CAS applies all the complex business rules on customers traffic pattern and generates a set of proposals, providing certain benefits to the customer, while meeting sales priorities

CAS

Competition Analysis System

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accurate answers to challenging business questions through simple, interactive scenarios against terabytes of complex data

CAS CAS

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Recommendation Engine
Enable automatic, personalized, fully managed tariff proposals for qualifying customers
A self-service component of CAS, launched through your corporate web-site under \My Account section or via smart phone mini-application. Upon login, your customer receives proposals, triggers or tariff related messages, all satisfying certain business rules and constraints. Your customers enjoy highly-targeted, personalised offerings, while you retain full control over any associated costs, goals and corporate strategies. The logic behind this automated proposal is fully managed by business rules and constraints ensuring minimization of any involved costs, and also a progressive nature in communicating the proposed tariffs to the customer. The presentation type/style, feedback capabilities and attached actions are all managed through CAS recommendation engine. Analytics, reporting and performance assessment closes the loop for this intelligent customer communication component.
Existing customer Navigate recommendations Customer can explore recommendations, review, dismiss or rate specific items, trigger tariff change procedure or ask for more information

Customer login info Customer logins to myAccount section of your corporate web portal. The system retrieves customer profile and related information

HTTP://
Your Portal / myAccount

Get recommendations CAS applies all the complex business rules on customers traffic pattern and generates a set of well prepared proposals, in the form of promotional messages, hyperlinks , mini-adds, or in a structured, bill-like presentation of the alternatives

Request recommendations Login event triggers automatic customer assessment through CAS Tariff Recommendation Engine, which applies all available corporate policies, and serves your customer with a set of highly personalized, well studied tariff proposals

CAS

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Business Applications
CAS generates multiple, measurable results in several dimensions. The value of information generated, brings a major impact on both micro and macro decision making processes of the modern telecom: optimum customer handling, increased customer satisfaction level, competitive market positioning along with controlled costs.

Antiattrition +
Save processes significantly benefit from CAS comparative information: cancellation/port-out requests, tariff plan change inquiries or even bill-related complaints, are best handled by a CAS-connected agent: CAS decision support components combine analytical tariff model comparison output with standard customers data (traffic profiling, trends, demographics, segmentation and more), execute the predefined business logic and finally generate the Tariff Negotiation frame: this is a safe space providing agents the flexibility to propose alternatives to customers according to corporate policies and business constraints.

Data modeling +
CAS supports the need to study the customer base with the tariff suitability/ performance perspective through two major options: (A) use CAS reporting tools, parameterize, fine-tune and export sample of customers or segments for further modeling and (B) export raw customer data (best-tariff set of metrics) for a specified customer subset and load to existing analysis applications available (such as data mining or reporting tools) in order to take advantage of additional customer attributes and metadata.

Sales support
The system can facilitate the design of specific scenarios based on actual or simulated traffic data, for sales activities. Particularly useful for corporate (business) account presales or retention activities: sales professionals demonstrate the performance of the selected tariff models, against a complex, well-studied, realistic (actual or artificial) traffic dataset that clearly promotes the advantages of these tariffs.

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Tariff development
CAS supports the definition of candidate tariff models (either from scratch or as a variation of an existingproduction model) and the repetitive execution against either virtual CDR packages or against any specific segment of customers found in the customer base. This functionality can significantly improve product development processes. In certain cases the system can reveal market opportunities for innovative models through systematic what-if analysis.

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Product Architecture
CAS has been designed with a modular, component-based approach, in order to meet high performance, scalability and portability requirements. CAS.Studio follows the smart client architecture which combines advantages such as full web connectivity and rich, windows graphical user interfaces. CAS.Advisor is packed as a web application available through intranet, for massive use through POS. CAS Rating and Billing engine provides outstanding flexibility and performance: sophisticated in-memory processing models enable interactive billing scenarios and tariff comparison data. CAS core Billing Engine components support: Scaling on both period and within call aggregations Bundle packages in several units of measurement Bundle carry-over and shared bundles Dual billing alignment mode (billing/calendar period arrangement) Selected numbers concept, with automatic estimation of customers choices By-Reference tariff definition, version control, full tariff lifecycle tracking Embedded random sampling algorithms enabling full, random, ad-hoc or segment-driven billing The Chooser Concept, depicting the cheapest tariff from a predefined set, for each customer, for every given month

A subset of CAS.WS Communication layer is marked as public available throughout the enterprise for custom application development. This provides a great flexibility in answering special application integration needs, client application development or support of quality assurance procedures. CAS ETL layer consists of a set of robust components capable of systematically gathering, loading and processing large volumes of customer related data. With the fully customizable External Adaptor, CAS can handle any input scenario (historical files, deltas, database integration, FTP-based file gathering) with embedded, advanced data validation logic. Specialized reporting and alerting components ensure sufficient administrative information flow. Integration components and specialized interfaces ensure effective communication with external systems (such as CRM, the Billing system or the data warehouse) either to collect information or to publish execution results.

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CAS Presentation CAS Studio
Tariff admin, Policies, Reporting for experienced power users, Business analysts, Product managers

CAS Advisor (R)

Rating-Based Tariff Advisor for existing customers. Based on exact rating and billing processing

CAS Advisor (P)

Profile-based Tariff advisor for existing or new customers (on computed/ declared traffic pattern)

Custom Apps
Mobile apps Portal My Account Intranet apps

CAS WS

Core Web services

Public Web services

CAS Server Components

CAS Core components

Business Case Builder

Traffic Simulation Engine

Analytics Studio Discount Management

Online Recommendation SNA - Social Network Analysis

CAS Connector

CAS ETL Corporate Data sources CAS Data Management External Adaptor CAS DB

Transformation Manager

CAS.Synchro

Core module Optional module External element Data storage

CAS Adaptor

CAS Staging DB

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A powerful platform providing ad-hoc and systematic billing execution: continuous evaluation of business scenarios on pricing policies and their impact to the customer base

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Key Components
CAS architecture enables a component-based synthesis of the solution matching your exact business needs. Flexible APIs and integration points ensure rapid deployment and further application development

Market Manager
One of the core modules, Market Manager provides advanced functionality for creating, managing, monitoring and analyzing markets.

Traffic Generator
The CDR generator wizard provides advanced simulation capabilities for generating packages of CDRs according to user-defined shape. The system allows naming, storing and administering the CDR set, as well as analyzing its synthesis through specialized reports. This provides significant flexibility to the analyst by making it possible to prepare certain sets of named and fully understandable CDR packages to be used as a standard input for quick tariff assessment.

Import & Export Wizards

Easy to use, wizard-like components for flexible data import or export (customers, segments, contracts, traffic and more), featuring embedded random sampling tools for further managing volume of data to process.

Tariff Plan Configurator

Sensitivity analysis, parameterization and benchmarking of tariff models, for testing and product development purposes: provided a fixed, well defined, traffic data set, Tariff Plan Configurator enables estimating the change in volume and revenue figures followed by a change in parameters of the tariff plan.

Analyzer Standard Reporting

Specialized, predefined reporting including powerful reports such as the Market summary (a quick evaluation of all operators and tariff plans within the selected market and based on the predefined traffic data set), the Tariff performance per segment (standardized Tariff analysis applied against specific, predefined segments of customers) and the Tariff transition impact (Transition matrix per segment of customers, presenting the total cost (benefit) for the company (customer)). CAS provides standard export utilities (MS Office, PDF, XML) for all the reports.

Tariff Manager
Provides sophisticated tariff plan administration tools, including tariff loader, tariff builder, tariff validator, specialized viewers and analyzers. It is based on data-driven intelligent Graphical User Interfaces enabling non-specialist to easily create and use complex tariff plans (ensuring consistency through automatic, statistics-based users entry validation). Tariff workflow enforces certain business rules towards the release of a tariff to POS level. Provided an active subscription to datamines tariff provisioning service, CAS Tariff Connector enables online, systematic and unattended tariff database synchronization (through web connectivity).

Rating Engine
CAS high-performance, in-memory Rating Engine supports both interactive and batch rating and billing. This is a fully parameterized engine with several options regarding I/O available to any valid tariff plan (actual or hypothetical one) against any traffic data set (actual or simulated).

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Segment Designer
Segmentation scheme development, automatic profiling, export mechanisms featuring random sampling techniques
Innovative tools for creating, maintaining and analyzing customer segments, policies (business rule packages) and decisioning configuration. Segment Designer makes segment-related processes efficient and more interactive. Simplifies the complexity of rule definition through a powerful graphical user interface offering instant generation of statistics and previews of customers-members of the segment, immediate segment profile analysis, along with user-defined random sampling on the resulting customer set. A new, marketing-friendly approach for the campaign target group definition process.

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Discount Manager
Offer personalized discounts, monitor and analyze impact
CAS enables interactive discount scheme definition, analysis and management. Business users can create flexible discount schemes, evaluate costs and expected outcomes under certain hypotheses, and assign each scheme to a specific customer, group of customers, segment or tariff. Specialized performance assessment reports along with KPIs for analyzing the impact of discount models regarding customer base health, are embedded in this component.

www.datamine.gr Competition Analysis System

loyalty and customer satisfaction through intelligent, highly personalized discount models

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Analytics Studio
A sophisticated, interactive reporting environment featuring modern Business Intelligence tools
Enables powerful, historical analysis of your customer base against any commercially available tariff offered in the market. Specialized metrics such as distance from the next or best eligible tariff for each specific subscriber enable definition of intelligent pricing & customer handling strategies. Advanced multidimensional reporting against tariff performance data - a sophisticated data analysis and presentation layer, offering access to cubes, dashboards and data mining modeling outcome. Advanced CDR modeling (featuring traffic patterns, price analytics) can be offered as additional, tailor-made packages, focusing in churn modeling/ prediction, campaign optimization, customer satisfaction and propensity to buy modeling. External Business Intelligence applications benefit through CAS.OLAP data objects. The integrated customer data marts and/or data warehouses can be systematically enriched with a new range of tariff performance metrics (tariff suitability, distance from optimal, usage patterns) as well as existing reporting, analysis, and decisioning processes. Senior business users can define new views or perspectives on the customer base related KPIs, introducing aspects such as price-sensitivity, price awareness, competitive ranking.

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Social Network Analysis - SNA layer

Identify, visualize and use physical customer interconnections in your commercial strategies
This advanced module consists of datamines algorithms and data manipulation components enabling the identification of structural patterns based on the systematic communication among customers clusters of customers within the customer base (naturally defined based on interaction patterns). CAS SNA allows spotting customers with increased network value, identification of the network importance of each single customer, formulation of sub-networks, cliques based on usage patterns, estimation of the network impact of customer loss etc. Important use cases of this advanced analytical customer information can be designed in domains such as CRM, Anti-Attrition, Campaign management, customer base insight, Fraud detection, Bad debt management, product development. The output of SNA engine is directly available to CAS components, thus boosting customer analysis & handling capabilities (for instance use Segment Designer for SNA-related customer filtering and segment/policy definition).

Customer 001

Customer 002

Customer 003 Customer 005

Customer 004

Customer 011 Customer 012

Customer 015 Customer 014 Customer 016

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The Tariff Advisor

Enable customer touch points with intelligent tariff recommendations
Web enabled applications available through the intranet for POS/ Agents, dealing with owned (existing) customers. This component serves agents with a tariff negotiation framework for existing customers according to active corporate policies. CAS Tariff Advisor (R) This is a subset of CAS customer assessment functionality, targeting a wider audience with less experience in tariff modeling and related processes. This utility hides process complexity, and presents in a user-friendly, direct and robust way all the necessary information on customers tariff suitability and related proposals as generated through the released business policies. This is a highly customizable component. CAS Tariff Advisor (P) This is a variation of the above, differentiated on the rating/ billing approach: this version performs an approximation of the billing outcome, based not on CDRs but on subscribers traffic pattern. The traffic pattern can be derived from actual CDRs (in the case of an existing customer) or submitted through the application (from the agent according to the information submitted from the prospect customer). This could also be integrated into the web portal, for customer self-experimentation with alternative tariffs. This is a highly customizable component. Online Recommendation engine (web) Advanced component enabling integration with corporate portal, under myAccount section.

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Simulation & What-If

Define complex comparison scenarios, business cases and perform interactive sensitivity analysis through CAS Business Case Builder
Wizard-like processes enable the definition of realistic business scenarios through a set of simple steps: Define Customer Sets for analysis: Business users may define complex set of customers (including balanced random samples against existing segmentation schemes), save, share and administer groups for repeating analysis or reference/ baseline Perform Customer Set Profiling through standardized analysis templates Define assumptions to be used for analysis and impact estimation (such as transition rates towards certain tariffs, churn rates or expected traffic impact) Define the output to be generated (selected metrics per customer/ tariff/ policy applied) Analyze or export customer-level comparison results for further external processing Schedule execution of certain analysis packs as repeating tasks and receive notification when completed Use the Traffic Simulation Engine to generate user-shaped sets of CDRs following customizable patterns Traffic Simulation Engine enables compilation of user-shaped sets of artificial CDRs, following customizable patterns. Advanced tools enable sensitivity analysis against tariff configuration scenarios, impact estimations in terms of revenue, churn and other predefined key performance indicators.

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predictive models, sophisticated statistical and data mining services, generating business knowledge and actionable results

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Analytics & Modeling Services

Data modeling, data analysis, data mining services
Extending CAS through additional analytical /modeling services. The typical output provided by CAS may be used for enriching processes such as data mining model development, analytical reporting, statistical analysis or any other data-intensive activity. Specifically for churn prediction and analysis, CAS metrics such as distance from optimum tariff or positioning from competitor are expected to create significant difference as independent variables in any well-defined model on churn.

Advanced business intelligence services

Specialized data integration, reporting or Business Intelligence components are offered as packages of customization/ extension services. Our domain experts collect analyze and model your business requirements leading to specialized component customization or development of your own instance.

Tariff provisioning services

This is a subscription service, based on automatic market monitoring - public domain information. CAS agents collect, standardize, validate market and tariff information, which is then instantly available to the subscribed CAS instance.

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About datamine
Founded in January 2005, datamine decision support systems ltd specializes in information technologies utilizing analytical components and data-intensive models. Datamines expertise supports the full cycle of data-demanding projects, from data analysis and quality assurance to Business Intelligence and Management Information Systems. Datamine demonstrates numerous success stories featuring innovative analytical solutions for the Banking and Telecom sectors. Datamine is based in Athens, Greece.

we are committed in designing intelligent software dealing with challenging business scenarios. We use technology as the means to deliver innovative solutions to enterprise decision makers and strategists. CAS is a characteristic product of this corporate culture
George Krasadakis, Head of engineering and product development

CAS

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