A service oriented approach to Business Intelligence in Telecoms industry

This paper presents an investigation into the integration and analysis of data from CRM and CDR of Telecoms operators using SO approach to assist the organization in making real-time and accurate decision about the customer tariff plan to ensure customer satisfaction which in return can lead to increase in profit. The development of Service Oriented Business Intelligence (SOBI) architecture based on an analysis of existing architectures/models and customer requirements that were captured through questionnaires. The architecture integrates integrate data from heterogeneous data sources of the organization. A SOBI prototype system that simulates the basic operation of a typical Telecoms organization has been developed and evaluated. (C) 2012 Elsevier Ltd. All rights reserved.