SAP and DigitalRoute Join Forces to Enrich Customer Experience for Telcos

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WALLDORF — SAP AG today announced a significant expansion of its relationship with DigitalRoute, a leading provider of new approaches to Big Data management. The targeted result is an enhanced solution that shall bring together data from both operational and business support systems (OSS and BSS), providing unique insights that are expected to help communications service providers (CSPs) navigate toward monetizing their Big Data in today’s stormy market conditions.

Historically, it has been difficult for CSPs to create a bridge between data stored in OSS and BSS systems and, as a result, they have relied on incomplete information when engaging with customers. Connecting these two key data stores makes it possible to give carriers a more complete view of customers’ experiences and interactions, and could be the basis of insight that helps to reduce churn, create more successful service offerings and drive deeper customer satisfaction. This is particularly important in today’s market, which is characterized by increased margin pressures, new categories of competition and rapidly changing consumer expectations and needs. Faced with these pressures, CSPs are focusing on customer experience and loyalty in order to secure future margins and maintain profitability.

By working together to create this enhanced offering, SAP and DigitalRoute are uniquely positioned to deliver the holistic view and rapid insights that telecoms operators need. The SAP Convergent Mediation application by DigitalRoute collects and processes data from operational and business solutions, which can be used to power analytics based on the SAP HANA platform in conjunction with the SAP InfiniteInsight solution and the SAP Customer Usage Analytics analytic application. Merging Big Data derived from both network and business sources in real time, SAP and DigitalRoute plan to offer a solution that directly enables the CSP to address challenges like churn management, real-time IT and OSS-based Policy Control (PCRF), network experience management and more — all in a real-time and predictive way. This is intended to enable a CSP to quickly enrich and maximize a customer’s experience.

“Real-time insights based on Big Data drawn from operational and business sources gives telcos a platform and toolbox to drive enhanced customer experience,” said Johan Bergh, CEO, DigitalRoute. “This quickly supports minimizing churn and enabling new services to reach market far more accurately matched to the customer’s interests than could be accomplished before. This also clearly shows that the partnership between SAP and DigitalRoute delivers real value beyond not only BSS but, now, across all aspects of the communications industry. I believe that the Big Data movement in telco will look to SAP and DigitalRoute to lead the way.”

“SAP and DigitalRoute’s combined expertise in the OSS and BSS domains is unrivalled,” said Howard Stevens, global general manager, Telecommunications Business Unit, SAP. “This partnership will enable us to help our customers engage more meaningfully with their customers, providing 360-degree customer insight that is real-time, actionable and even predictive.”

For more information, including news issued from Mobile World Congress 2014, being held February 24-27 in Barcelona, Spain, visit the SAP Newsroom. Follow SAP on Twitter at @sapnews.

Media Contacts:
Kate McNeel, SAP, +1 (484) 624-2256,, CST
Keith Brody, Digital Route, +44-1280-822885,, GMT