1 White Paper A Doze Ways Isurers Ca Leverage Big Data for Busiess Vaue The amout of structured ad ustructured, itera ad extera data coursig ito every orgaizatio is voumious ad icreasig expoetiay. Data today comes from disparate sources that icude customer iteractios across chaes such as ca ceters, teematics devices, socia media, aget coversatios, smart phoes, emais, faxes, poice reports, day-to-day busiess activities, ad others. Garter s 2011 Top 10 ist of IT Ifrastructure ad Operatios Treds predicts a percet growth i data over the ext five years. Orgaizatios actuay process oy about 10 to 15 percet of the avaiabe data, amost a of it i structured form. Whie maagig this overwhemig data fow ca be chaegig, isurers ca reap very rea beefits ike icreased productivity, improved competitive advatage ad ehaced customer experiece by capturig, storig, aggregatig, ad evetuay aayzig the data. This vaue does ot come from simpy maagig big data, but rather, from haressig the actioabe isights from it. Isurers that ca gea objective-drive busiess vaue by appyig sciece to their data ad derivig isights wi maitai a competitive advatage ad stay ahead of the curve i this iformatio age.
2 About the Authors Ajay Bhargava, Director, Aaytics ad Big Data, TCS Ajay Bhargava has more tha 23 years of idustry, research, ad teachig experiece i areas reatig to Databases, Eterprise Data Maagemet, Data Warehousig, Busiess Iteigece, ad Advaced Aaytics. Over the years, he has provided busiess ad techoogy-orieted strategic, metorig, ad customer-cetric soutios to his ciets. Ajay heads TCS Aaytics ad Big Data Ceter of Exceece for its Isurace ad Heathcare customers. He pubishes artices, ad is a speaker ad paeist at various cofereces o Eterprise Data Maagemet, Busiess Iteigece, ad Advaced Aaytics. As Adjuct Facuty, he has aso taught at The Uiversity of Texas, Austi ad Coege of Egieerig Pue, Idia. Ajay hods a M.S. i Computer Sciece ad M.S. i Aerospace Egieerig from The Uiversity of Texas at Arigto. He obtaied his B.Tech. i Aeroautica Egieerig from Idia Istitute of Techoogy (I.I.T.), Mumbai,
3 Tabe of Cotets 1. Big Data, Defied 4 2. Haressig ad Harvestig Big Data 5 3. Tweve Ways to Create Vaue from Big Data 7 4. The Opportuity 9 5. Gettig Started Cocusio 11 3
4 Big Data, Defied Big Data creates ew opportuities for busiess stakehoders that were ot possibe with the aaysis of structured cotet i traditioa ways. Athough there is a ot of idustry hype surroudig Big Data, it ca be described usig the foowig five characteristics: Voume: Big Data refers to the eormous ad expoetiay growig amout of data foodig ito ad out of every eterprise. Exampes of Big Data reevat to isurace compaies ca be foud i a variety of sources icudig: The structured grauar ca detai records (CDR) i a ca ceter; Detaied sesor data from teematics devices; Extera iformatio icudig weather, geography ad peri, traffic, demographic ad psychographic behavior data; Ustructured data from socia media, adjustor otes, poice reports, ad medica records. There are currety more tha a 100 vedors ike Isurace Services Orgaizatio (ISO), Choicepoit, ad Lexus/Nexus providig extera data services to isurers. Variety: Proiferatig chaes have ed to burgeoig types of data. This presets isurace orgaizatios with the chaege of extractig isights from data that goes beyod the usua structured eviromet of data warehouses, ad is from disparate source systems that icude mobie, oie, aget-geerated, adjustor otes, medica reports, socia media, text, audio, video, og fies, ad more. Veocity: Isurace firms must be abe to access, process, ad aayze huge voumes of iformatio as quicky as possibe i order to make timey decisios. Isurers specificay eed to reduce atecy to: Optimize cross-seig ad up-seig i a ca ceter eviromet; Provide quick turaroud o eterprise itraet documets search to study the impact of differet evets; Reduce deivery time for busiess reports i a data warehousig eviromet. Veracity: The reiabiity ad cosistecy of the data its depedabiity ad quaity is a critica issue for isurers ookig to derive meaigfu isights. This hods true for both, Big Data ad sma data. I some cases, such as i voice to text coversios, we fid that eve ot-so-perfect data quaity ca resut i meaigfu isights, especiay if isurers are tryig to aayze macro-eve pheomeo, such as setimet aaysis. Vaue: Isurers that haress busiess objective-drive vaue isights wi come out ahead of the pack i this chaegig eviromet. However, i order for isurers to derive true vaue from Big Data, they must depoy ew busiess modes that eabe performig aaytics o the data faster ad more cost-efficiety. Vaue, therefore, is the most importat of the five Big Data characteristics. 4
5 Haressig ad Harvestig Big Data There are two fudameta aspects to Big Data. The first is haressig, which ivoves coectio, admiistratio ad maagemet of Big Data. The secod is harvestig, the skis ad techiques required to appy sciece to data i order to derive actioabe ad meaigfu isight from it. Haressig Big Data At the most basic eve, haressig is the amassig of Big Data; it reates to how isurers maage Big Data ad how they create a ecosystem that ca ot oy create Big Data but sustai it as we. Years ago, haressig data was much easier tha it is today; however, beefits of usig this data were more imited as we. Haressig Big Data today ivoves accessig a combiatio of additioa sources of data ike socia media as we as ewer techoogy that provides isurers access to data ad the abiity to aayze it. Garter estimates that betwee 80 ad 90 percet of a data produced is ustructured. Today, isurers ca tap ito a treasure trove of ustructured data of a varieties: text, audio, video, adjustor otes, cick streams, ad og fies, for istace, ad combie it with other structured types such as weather, traffic, peri, ad geographic data. Isurers ca o oger maage Big Data with traditioa techoogies. Istead, isurace orgaizatios must everage a whoe ew cass of patforms, ike the ope source Hadoop ecosystem ad its commercia variats offered by IBM, Coudera, Hortoworks, MapR, etc. Hadoop is a distributed fie system with the Map Reduce paradigm (A framework for processig paraeizabe probems across huge datasets usig a arge umber of computers. a) Map step - Master ode breakig ad aocatig the processig to be carried out by idividua odes, which i tur, process the task ad retur it back to the Master, ad b) Reduce step - the master ode coectig the aswers to a the sub-probems ad combiig them to form the output. Each of these steps ca be carried out i parae) ad techoogies buit o top of them. The Hadoop-based frameworks represet a paradigm shift i ot oy beig abe to hade differet kids of data, but aso providig speedy processig capabiities for huge voumes of data. Additioay, IT departmets that are typicay resposibe for admiisterig ad maagig the Big Data eviromet are adoptig programmig aguages such as R ad Pytho. Whie they origiated i the cotext of hadig Big Data at Yahoo ad Googe, these programmig aguages ca be used to hade may traditioa data processig tasks as we. Oe exampe is the use of the Hadoop patform as a ETL eaber for busiess agiity. Today, isurers are adoptig this use case, ofte as their first experiece i everagig Big Data to meet busiess service eve agreemets (SLAs). Eve though the traditioa data warehousig eviromet sti ivoves structured data, isurers that ivest i this patform kow they wi be abe to support ustructured data as we, ow ad i the future. Harvestig Big Data Ustructured data caot be cosumed i its raw form. It must be processed ito a cosumabe form before it ca be iterpreted or acted upo. Harvestig utiizes techoogy ad agorithms that eabe isurers to aayze, deiver actioabe isights ad derive rea vaue from Big Data. Skis such as statistica aaysis, data miig, ecoometrics, busiess aaytics, visuaizatio techiques, ad more are i high demad as they provide a soid foudatio for derivig usefu isights from the data. Uiversities have started tryig to fi the suppy demad gap by offerig various graduate programs i busiess aaytics to provide for the ext geeratioa skis eeded to mie actioabe isights. 5
6 To achieve Strategic Objectives Dictate Actios Isights ead to Busiess Requiremets Icudes Busiess Objectives, Expected Beefits, Use Cases ad KPIs Map to Aaytics Requiremets Icudes factor aaysis, tredig, statistica ad predictive modes to fufi Busiess Requiremets. FUTURE ORIENTED BI Requiremets Icudes reports/metrics/aaysis eeded to fufi Busiess Requiremets PAST ORIENTED Iterate Data & Process Requiremets Icudes Coceptua ad Dimesioa Data Mode, Subject Areas ad Busiess Processes eeded to fufi BI ad Aaytics Figure 1: Top-dow Approach to Creatig Actioabe Isights from Big Data Whie the abiity to successfuy haress ad harvest data is critica to a Big Data strategy, the harvestig aspect is where isurers derive the true vaue from their data, with the hep of aaytics. Defiig use cases ad hypotheses for Big Data harvestig becomes crucia whe foowig a focused top-dow approach to creatig actioabe isights (see Figure 1). Athough this is a focused approach, may times isurers eed to do perform exporatory data aaysis to idetify use cases utiizig Big Data i the first pace. This iitia bottom up approach becomes a prerequisite for determiig ad prioritizig use cases for which Big Data Proof of Cocepts (PoCs) shoud be pursued. Rea vaue is derived whe actioabe isights ca make a positive differece i achievig the orgaizatio s strategic objectives. Some of the other comparisos betwee haressig ad harvestig are show i Tabe 1. 6
7 Big Data Dimesio Haressig Harvestig Data Data - Nou Aaysis - Verb Focus Data Maagemet, Scaabiity, Itegratio, Performace Story Teig, Actioabe Isights, Askig the right Qs The "V"s Voume, Variety, Veocity Veracity, Vaue Process Architectures, Data Fows Busiess SMEs with idustry process kowedge Techoogy Data & Process Modes, DBMS, Hadoop ecosystem Use Cases, Hypothesis, Busiess Objectives Roe Programmers, Data Scietists, Data Stewards Statisticias, Busiess Aaysts, Data Scietists Expertise Hadoop, R, Scriptig Laguages, NoSQL, SQL Busiess Requiremets, What-If Qs, SQL, Visuaizatio Discipie Sciece, Egieerig, Mathematics, Statistics Art, Busiess, Statistics, Idustry specific Orgaizatio IT - CIO, CTO Busiess - CMO, CFO, CCO Time Spet 80% i Itegratio, Maiteace, Storage, Performace 80% i Aaysis, Actioabe Isights, Visuaizatio Vaue Ivestmet, Eaber, Admiistrator Creator, Competitive Differetiator, Cosumer Tabe 1: Uderstadig Big Data Haressig ad Harvestig Harvestig ad haressig activities are compemetary to oe aother, two sides of the Big Data coi. Big Data patforms do ot repace existig traditioa data maagemet ad aaytics patforms. Istead, they merey compemet, add, mature, ad improve upo the existig eviromet ad capabiities. Tweve Ways to Create Vaue from Big Data Accordig to McKisey & Co. (1), Big Data creates vaue i five differet ways: First, maagig Big Data ca icrease trasparecy, makig data more easiy accessibe to reevat stakehoders. Secod, as they create ad store more trasactioa data i digita form, orgaizatios ca coect accurate, detaied performace data i rea-time or ear rea-time, eabig experimetatio to idetify eeds ad improve performace. \ Third, Big Data gives orgaizatios the meas to improve customer segmetatio ad the, better deveop ad taior products, services, ad promotios to target each specific segmet. Fourth, a Big Data strategy ca icude sophisticated aaytics to provide actioabe isights that miimize risks ad improve decisio-makig. Ad fiay, Big Data ca be idispesibe for orgaizatios ookig to create ew busiess modes ad improve products ad services. 7
8 Leadig-edge isurers have started (or are paig) to expoit Big Data for at east a doze use cases, each of which adds vaue to their orgaizatio i oe or more of the five ways described above. These use cases are give beow. 1. Makig performace improvemets i existig data warehouse eviromets. IT has begu to adopt Hadoop-based architecture to speed up ETL i a data warehouse eviromet to meet reportig busiess SLAs. 2. Detectig fraud. Chief caims officers (CCOs) are adoptig a muti-chae approach to fraud detectio by ookig at structured data i their caims ad poicy data warehouses, ad combiig it with textua data i adjustor otes, poice reports, ad socia media. Specia Ivestigative Uits (SIUs) are very iterested i idetifyig suspicious caims or caims that have subrogatio or itigatio potetia. Text Aaytics ad Natura Laguage Processig (NLP) capabiities are eabig iovative soutios i caims fraud detectio, i additio to automated busiess rues, predictive aaytics, socia media aaytics, ad ik aaysis techiques. 3. Combiig customer chaes. Combiig direct customer coectios (emai, ca ceter, aget, porta, faxes, adjustor reports, etc.) with idirect customer coects such as socia media, bogs, og fies ad so o, provides a more hoistic, 360 degree view of each customer. This heps to create a persoaized, uified commuicatio respose, eabig Chief Marketig Officers (CMOs) to achieve better brad vaue ad gai competitive advatage whie directy impactig the bottom ie by reducig commuicatio waste. Aso, miimizig capita expediture by usig coud techoogy, aog with mobie visuaizatio techiques that hep executives access hoistic customer iformatio aywhere, eabig quick ad cost-effective decisio-makig. 4. Optimizig ca ceter workoad. Aayzig teecom data from the switches (CDRs) ad combiig it with caims data heps i uderstadig what activity was performed by whom ad how efficiety. This isight is used to provide traiig guideies for empoyees. Tempora ca patters aaysis o voumious ad raw teecom data ca hep assist i staffig optimizatio as we. 5. Usig teematics data to derive prescriptive ad predictive vaue. Isurace CIOs are currety ivestigatig how aaytics ca hep improve drivig behavior of motorists by sesig teematics data ad respodig i earrea time. I additio to prescriptive aaytics, that is, devices aertig upo risky behavior such as speedig or seat bet o-usage, they are aso iterested i predictig drivig behavior risks, aticipatig road deays, etc. 6. Leveragig cross-se ad up-se potetia. By aayzig text ad speech i a ear rea-time eviromet, orgaizatios are preseted with ew opportuities to covert the ca ceter from a cost ceter to a ivestmet ceter by providig cross-se ad up-se capabiities. 7. Improvig setimet aaysis to improve customer service. Isurers are usig NLP ad text aaytics for socia media, as we as speech aaytics for ca ceter coversatios to improve their setimet aaysis; this heps them meet customer service improvemet objectives better. 8. Utiizig socia media to itroduce ew products ad services. Isurace CMOs are movig away from capita-itesive teevisio ad iteret promotios to itroduce ew products ad services, ad target customers i specific regios. They are ow utiizig socia media as a cost-efficiet ad effective aterative, iovativey chagig the busiess mode. Isurers ca experimet with this approach for differet customer segmets, ad the upgrade their strategies to a atioa eve. 8
9 9. Cosig the oop betwee pricig risk ad caims. Uderwriters are studyig oss ad fraud propesity of existig caimats i order to better price risk for ew prospects, especiay i the property casuaty isurace busiess. This heps i miimizig risks ad, to a arge extet, price the risk appropriatey. 10. Leveragig extera data for more accurate pricig. Usig rea-time ocatio, traffic, ad weather data ca ead to more appropriate pricig o property casuaty isurace based o how ad where the isured customers actuay drive their cars. 11. Ehacig itraet search capabiities. May reisurers ad isurace agets are usig Big Data to improve speed ad search capabiities o their itraet, especiay for ustructured PDFs ad Word documets, which was ot possibe previousy. These are beig used by their fiacia divisios, as we as i ca ceter scearios to provide rea-time recommedatios. 12. Creatig comprehesive customer satisfactio surveys. Most isurace orgaizatios perform customer surveys usig a very sma customer sampe size. Big Data eabes isurers to survey their etire customer base, processig the survey resuts i a fast ad cost-effective way to pait a truer picture from the customer resposes. McKisey Report - 5 differet ways of VALUE creatio Use Cases Icrease trasparecy Improve performace, ear-rea time aaysis Improve customer segmetatio Provide actioabe isights Create ew busiess modes to improve products, 1 ETL Performace Improvemets X 2 Detectig Fraud X X X X X view of Customer X X 4 Ca Ceter Optimizatio X X 5 Teematics X X X X 6 Cross-Se ad Up-Se X X X X 7 Setimet Aaysis X 8 Socia media for ew products ad services X X X X 9 Cosig oop betwee pricig risk ad caims X X X 10 Extera data for pricig X X 11 Search o ustructured documets X X 12 Better customer surveys X X Tabe 2: The Big Data Use Case-Beefit Grid The tabe above shows how each of the doze use cases ca create vaue from Big Data. The Opportuity 2 Accordig to a Jue 2012 research from aayst firm Novarica, i geera, Big Data is ot yet a big priority i most isurace orgaizatios. Isurers are argey hampered by severey fragmeted data eviromets ad iformatio sios, as we as isufficiet ivestmet i toos ad techoogies to support a Big Data strategy. Most carriers are 9
10 sti maturig ad expadig their use of traditioa data aaytics ad predictive modes to optimize processes, reduce osses ad geeray improve their book of busiess. Isurers who are t exporig ad embracig Big Data, ad deveopig a Big Data strategy wi fid that they are osig their competitive advatage ad potetia to achieve efficiecies. They wi be uabe to gea actioabe isights from the moutais of data foodig ito their orgaizatios. Some of the key fidigs of the research with respect to Big Data adoptio ad opportuity were: Whie a vast majority of isurers are usig aaytics for actuaria (95%) ad pricig (83%) processes, fewer tha haf the isurers are usig aaytics to improve operatioa areas ike saes, marketig or optimized work assigmet for uderwriters or caims adjusters. Reativey few isurers are fuy immersed i a comprehesive Big Data strategy ad reapig its beefits; however, the good ews is that most isurers are paig their Big Data approach. Eve fewer isurers capture, persist, ad aayze Big Data withi their computig eviromet today, but those that do typicay everage traditioa computig, storage, database ad aaytics, i additio to ewer patforms such as the Hadoop ecosystem. Larger property casuaty isurers uiversay pa to embrace Big Data ad aaytics across a fiacia ad risk maagemet areas (as we as most operatioa areas). Oy about haf of the smaer isurers are paig the same actios. Gettig Started Big Data soutios ecompass a ew geeratio of software ad architectures desiged to ecoomicay extract vaue from eormous voumes ad variety of structured ad ustructured data by eabig rapid data capture, discovery, ad/or aaysis. Accordig to Novarica, the isurers who have created a cuture where busiess eaders trust aaytics ad act o the isights provided wi be best positioed to profit from the potetia vaue of Big Data. Isurers shoud take steps to create that cuture today if it does t aready exist i their compaies. The key is to start sma with a PoC. Foowig is a exampe of how isurers ca everage a Big Data patform ad some key cosideratios to keep i mid. I this exampe, IT is iterested i usig a Big Data eviromet to speed up og-ruig ETL processes i a traditioa data warehouse eviromet, because the traditioa processig is eadig them to miss reportig SLAs for busiess. Big Data Chaeges: At-A-Gace Isurers are faced with a umber of factors that combie to make Big Data a big chaege: The exposio of data ad proiferatio of chaes; A icreasigy competitive adscape, especiay i the P&C ad ife sectors; The fiacia tsuami of the past severa years, as we as the resutig icreasigy demadig reguatory requiremets i both North America ad Europe; A uusuay high umber of catastrophic osses caused by brush fires, hurricaes, earthquakes, ad other atura disasters i recet years; The costat stream of iovatios that have made it essetia for isurers to dea with Big Data at the same time they are maagig the chaeges of their existig sma data eviromets; Sioed data eviromets. 10
11 PoC Objective: Icrease Busiess Agiity Big: Busiess Use Case/Hypothesis Speed up ETL so IT ca meet reportig SLAs for busiess Sma: Ivestmet < 120K$ Big: Executive Support CxO eve Sma: Scope/Desig/Impemetatio Few ogest-ruig ETL scripts Big: Architecture (Data Patform) Hadoop eco-system - scaabe for growth Sma: Team 5 FTE Big: Coaboratio - IT & Busiess Needed for Haressig AND Harvestig Sma: Duratio < 12 caedar weeks Big: Busiess Vaue Busiess is abe to take timey decisios/actios Sma: Icremeta Success Provide fudig for ext phase Tabe 3: Sampe PoC for Big Data Adoptio It is importat for isurers to deveop a good busiess use case for meetig the strategic objectives of that ie of busiess. I additio, soid backig from a CxO/VP eve executive is extremey importat ot oy for fudig, but to evageize ad commuicate the objectives ad eed for adoptio of Big Data to the arger orgaizatio, icudig parters ad vedors. Athough the scope ad ivestmet i terms of peope (approximatey five fu time empoyees), toos (for exampe, ope source Hadoop ecosystem), techoogies ad ifrastructure (for exampe, commodity hardware or coud) might be sma, the architecture shoud keep the og term view i mid. For the effective haressig ad harvestig of Big Data, cose coaboratio betwee IT ad busiess is imperative to iterativey experimet ad drive actioabe isights. Isurers ca the use this icremeta success to get icreased fudig for ext phases ad/or use cases. Cocusio As isurers idetify ad uderstad the scearios for appyig Big Data withi their busiesses, they wi eed to tweak their existig processes to be abe to igest the data variety, esure data veracity, icreasig voume or growig eed of rea-time veocity, of data to derive objective-drive actioabe vaue. Isurace orgaizatios that are abe to deveop a aaytics-drive cuture, ad that ear how to haress the power of Big Data ad harvest the vauabe iformatio ad isight Big Data provides ca create competitive advatage ad positivey impact their brad as we as their top ad bottom ie. Refereces  McKisey Goba Istitute report, Big Data: the Next Frotier for Iovatio, Competitio ad Productivity, May  Novarica, Isurace Techoogy Research Couci, Aaytics ad Big Data at Isurers: Curret State ad Expectatios, Jue
12 About TCS Isurace TCS is a word eadig Busiess ad IT cosutig compay, providig soutios to over 100 Goba Isurers for over three decades. The experiece gaied by TCS i Soutio Buidig for the Isurace idustry, has bee ecapsuated ad istitutioaized i various Isurace Soutio Ceters that we have setup across the word for deiverig busiess vaue to its customers. Our expertise i the Isurace sector covers a wide spectrum of busiess that icudes: Life, Auities, Pesios Property ad Casuaty Heath Isurace Reisurace We have aways respoded to ciet requiremets i a positive maer with kee focus o deiverig busiess vaue. We have deivered severa chaegig soutios to Isurace Compaies i the foowig areas: Busiess Soutios ad Cosutig IT Outsourcig Eterprise Appicatios Techoogy Soutios Assurace Services Products ad Asset Based Soutios Busiess Process Maagemet Isurace Uit has bee efficiety everaged for the deveopmet of products, compoets ad assets, which serve as soutio acceerators i the areas of Product Deveopmet, Marketig ad Distributio, Poicy Admiistratio, Caims Maagemet, Reisurace, Biig ad Accoutig. Cotact For more iformatio about TCS Isurace services, cotact or visit Subscribe to TCS White Papers TCS.com RSS: Feedburer: About Tata Cosutacy Services Ltd (TCS) Tata Cosutacy Services is a IT services, cosutig ad busiess soutios orgaizatio that deivers rea resuts to goba busiess, esurig a eve of certaity o other firm ca match. TCS offers a cosutig-ed, itegrated portfoio of IT ad IT-eabed ifrastructure, egieerig ad TM assurace services. This is deivered through its uique Goba Network Deivery Mode, recogized as the bechmark of exceece i software deveopmet. A part of the Tata Group, Idia s argest idustria cogomerate, TCS has a goba footprit ad is isted o the Natioa Stock Exchage ad Bombay Stock Exchage i Idia. For more iformatio, visit us at IT Services Busiess Soutios Cosutig A cotet / iformatio preset here is the excusive property of Tata Cosutacy Services Limited (TCS). The cotet / iformatio cotaied here is correct at the time of pubishig. No materia from here may be copied, modified, reproduced, repubished, upoaded, trasmitted, posted or distributed i ay form without prior writte permissio from TCS. Uauthorized use of the cotet / iformatio appearig here may vioate copyright, trademark ad other appicabe aws, ad coud resut i crimia or civi peaties. Copyright 2013 Tata Cosutacy Services Limited TCS Desig Services I M I 06 I 13
White Paper Predictive Aaytics for Iteiget Campaig Executio Orgaizatios i today s word aways try to brig i efficiecy ad rigor i every aspect of their fuctioig. Levers used coud be adoptio of best practices,
The First GRI G4 Certified Traiig o Sustaiabiity Reportig 06-08 May 2014 0830 1700 KUALA LUMPUR Veue TBA We are a registered Orgaizatioa Stakehoder of the Goba Reportig Iitiative (GRI) ad support the missio
IT Support IT Support Premier Choice Iteret has bee providig reliable, proactive & affordable IT Support solutios to compaies based i Lodo ad the South East of Eglad sice 2002. Our goal is to provide our
ANALYTICS Isights that drive your busiess Eterprises are trasformig their busiesses by supplemetig their databases with real ad up-to-date customer data. Aalytics, as a catalyst, refies raw data ad aligs
Creatig Tomorrow s Cotact Ceter Today Cotact ceters that wat to be relevat i the era of social media eed to trasform from slow-movig, reactive orgaizatios ito real-time ad eve proactive departmets that
White paper Microsoft SharePoit Upgrade Kowhow Do it right the first time The objective of this paper o Microsoft SharePoit 2010 upgrade kowhow ad best practices is to provide IT cosutats a overview of
A Poit of View The Importace of Chage Maagemet i Applicatio Maaged Services Outsourcig Itroductio Sice its arrival i the early 1960s, IT outsourcig has evolved sigificatly. Now ofte kow as maaged services,
SOCIAL MEDIA Keep the coversatios goig Social media is where most of the world is. It is therefore a ope source of cosumer data, a chael of commuicatio ad a platform for establishig relatioships with customers.
White Paper Six Optimizatio Opportuities i Multichael Retailig Multichael retailers are facig challeges i adoptig e-commerce stadards ad so are strugglig to stay i touch with the chagig behavior of cosumers.
White Paper O-Premise CRM to Salesforce Migratio - Beefits, Challeges ad Best Practices With the advet of cloud computig, orgaizatios are lookig to move their Customer Relatioship Maagemet (CRM) applicatios
White Paper From Customer Satisfactio to Customer Advocacy Impact of First Time Resolutio (FTR) o Customer Satisfactio ad Sales Performace Baks ad Fiacial Istitutios are ivestig heavily i customer-cetric
Busiess Applicatio Services Busiess Applicatios that provide value to your eterprise. Sesiple s expertise ca help orgaizatio decode the performace issues ad trasform them ito valuable beefits that meet
White Paper Effective Data Deduplicatio Implemetatio Eterprises with IT ifrastructure are lookig at reducig their carbo foot prit ad ifrastructure maagemet cost by slimmig dow their data ceters. I cotrast,
Optimize your Network I the Courier, Express ad Parcel market ADDING CREDIBILITY Meetig today s challeges ad tomorrow s demads Aswers to your key etwork challeges ORTEC kows the highly competitive Courier,
White Paper A Approach to Fusio CRM Adoptio May eterprise customers are ivestig time ad effort to evaluate how ext-geeratio Oracle eterprise applicatios will chage iteractios with iteral ad exteral stakeholders.
ion Welless Solutio Overview As the competitio i the welless idustry grows more itese, players feel the eed to set i place effective systems to attract, service, ad retai customers. The focus today, is
White Paper Beefits of CRM Goig Social The era of the passive customer is goe ad a ew cocept, that of the social customer has evolved. The customer of today is vocal expressig his thoughts about the products
White Paper BPM Capabilities i CRM Ladscape Customer Relatioship Maagemet (CRM) is all about maagig the relatioships you have with your customers. It s a overall strategy to help you lear about your customers
Busiess Process Services White Paper Smart Ways to Implemet Smart Meters: Usig Aalytics for Actioable Isights ad Optimal Rollout About the Authors Sumit Joshi Sumit is part of the Aalytics ad Isights team
A Poit of View Eablig Optimized Network Operatios The Evictio Mechaism Approach to Maagig Data Flows based o Importace Itroductio The explosive growth i the umber of users alog with differet types of etwork
Wells Fargo Isurace Services Claim Cosultig Capabilities Claim Cosultig Claims are a uwelcome part of America busiess. I a recet survey coducted by Fulbright & Jaworski L.L.P., large U.S. compaies face
ODBC Gettig Started With Sage Timberlie Office ODBC NOTICE This documet ad the Sage Timberlie Office software may be used oly i accordace with the accompayig Sage Timberlie Office Ed User Licese Agreemet.
Platform Solutio White Paper Trasactio Based Pricig i BPO: I Tue with Chagig Times About the Author(s) Raj Agrawal Curret Desigatio Raj heads the Platform Solutios Uit at TCS. I his career spaig over 19
A Dozen Ways Insurers Can Leverage Big Data to Extract Business Value The voluminous amount of structured and unstructured, internal and external data coursing into every organization is increasing exponentially.
CotactPro Desktop for Multi-Media Cotact Ceter CCT CotactPro (CP) is the perfect solutio for the aget desktop i a Avaya multimedia call ceter eviromet. CotactPro empowers agets to efficietly serve customers
Maual VMware Lesso 1: Uderstadig the VMware Product Lie I this lesso, you will first lear what virtualizatio is. Next, you ll explore the products offered by VMware that provide virtualizatio services.
A Poit of View Trasformatio of Storage Techology Idustry: Digital Treds ad their Impact The Evolvig Storage Idustry Ladscape With limitless possibilities throw ope by the Digital Five Forces Big Data ad
Cogizat White paper Deaig with Big Data: Paig for ad Survivig the Petabyte Age Executive Summary 1 The cocept of big data is gaiig attetio across idustries ad the gobe, thaks to the growth i socia media
Commercial Real Estate Wome Network About CREW Network Fouded i 1989, CREW Network is the idustry s premier busiess etworkig orgaizatio dedicated to ifluecig the success of the commercial real estate idustry
White Paper Big Data Adoptio A Iterative Approach to Haress the Power of Big Data The emergece of every ew techology brigs its ow share of Wow! ad Aha! factors. While these factors add value to the techology
Professioal Networkig 1. Lear from people who ve bee where you are. Oe of your best resources for etworkig is alumi from your school. They ve take the classes you have take, they have bee o the job market
HiTech White Paper Adoptig a Effective Strategy for Seamless Adoptio of Cloud Itegratio About the Author Vekata Nagedra Vekata Nagedra M. is a EAI ad Service Orieted Architecture (SOA) solutio architect
Grow your busiess with savigs ad debt maagemet solutios A few great reasos to provide bak ad trust products to your cliets You have the expertise to help your cliets get the best rates ad most competitive
CCH Accoutats Starter Pack We may be a bit smaller, but fudametally we re o differet to ay other accoutig practice. Util ow, smaller firms have faced a stark choice: Buy cheaply, kowig that the practice
Digital Eterprise White Paper Makig a differece with a multichael Cotet Marketig strategy About the Author Medha Shrivastava Medha Shrivastava has over 10 years of experiece i digital cotet productio ad
Telecom White Paper Actioable Itelligece i the SDN Ecosystem: Optimizig Network Traffic through FRSA About the Authors Sumit Kapoor Sumit is a solutio architect i the telecom busiess uit at Tata Cosultacy
1/5 The Frech Govermet has three objectives : > improve Frace s fiscal competitiveess > cosolidate R&D activities > make Frace a attractive coutry for iovatio Tax icetives have become a key elemet of public
WHERE CHANGE IS POSSIBLE gree workspaces AT TIDES, WE HAVE BEEN WORKING WITH PEOPLE LIKE YOU FOR MORE THAN 30 YEARS TO MAKE THE WORLD A BETTER PLACE. Our missio is to parter with philathropists, foudatios,
CREATIVE MARKETING PROJECT 2016 The Creative Marketig Project is a chapter project that develops i chapter members a aalytical ad creative approach to the marketig process, actively egages chapter members
CCH CRM cliet relatios facig today s challeges As a accoutacy practice, maagig relatioships with our cliets has to be at the heart of everythig we do. That s why our CRM system ca t be a bolt-o extra it
Bakig & Fiacial Services White Paper Maagig Eterprise Fiacial Risk Usig Big Data Techologies About the Author Alok Bisai Alok Bisai is a Solutio Architect with the Tata Cosultacy Services (TCS) BFS Risk
Public Procuremet Practice STANDARD The decisio to lease or purchase should be cosidered o a case-by case evaluatio of comparative costs ad other factors. 1 Procuremet should coduct a cost/ beefit aalysis
Makig traiig work for your busiess Itegratig core skills of laguage, literacy ad umeracy ito geeral workplace traiig makes sese. The iformatio i this pamphlet will help you pla for ad build a successful
Supply Chai Maagemet LOA Uiversity October 9, 205 Distributio D Distributio Authorized to Departmet of Defese ad U.S. DoD Cotractors Oly Aim High Fly - Fight - Wi Who am I? Dr. William A Cuigham PhD Ecoomics
Flood Emergecy Respose Pla This reprit is made available for iformatioal purposes oly i support of the isurace relatioship betwee FM Global ad its cliets. This iformatio does ot chage or supplemet policy
, pp.180-184 http://dx.doi.org/10.14257/astl.2014.53.39 Evaluatig Model for B2C E- commerce Eterprise Developmet Based o DEA Weli Geg, Jig Ta Computer ad iformatio egieerig Istitute, Harbi Uiversity of
Isurace White Paper Uleashig Legacy Moderizatio Complexities A Busiess Drive Metrics based Egieered ad Agile Approach About the Authors Nethaji Chapala Cosultig Parter, Trasformatio Group, Isurace ad Healthcare
Itegrated Productio ad Ivetory Cotrol System MRP ad MRP II Framework of Maufacturig System Ivetory cotrol, productio schedulig, capacity plaig ad fiacial ad busiess decisios i a productio system are iterrelated.
Office of the Privacy Commissioer of Caada PIPEDA Privacy Guide for Small Busiesses: The Basics Privacy is the best policy Hadlig privacy cocers correctly ca help improve your orgaizatio s reputatio. Whe
BaaERP 5.0c Maufacturig Egieerig Data Maagemet Module Procedure UP128A US Documetiformatio Documet Documet code : UP128A US Documet group : User Documetatio Documet title : Egieerig Data Maagemet Applicatio/Package
ItelliSOURCE Comverge s eterprise software platform provides the foudatio for deployig itegrated demad maagemet programs. ItelliSOURCE Demad maagemet programs such as demad respose, eergy efficiecy, ad
2014 Meu of Agecy Support Services 10 TOP OF MIND TOUCH POINTS Table of Cotets Turig a moolie customer ito a multi-lie customer icreases retetio by 7x! ORGANIC GROWTH Policy Reewal Appoitmet Calls.4 Life
White Paper Evirometal Compliace Maagemet Systems Compliace towards Evirometal Regulatios like Restrictio of Hazardous Substaces (RoHS), Registratio, Evaluatio, Authorizatio ad Restrictio of Chemical substaces
A Guide to Better Postal Services Procuremet A GUIDE TO better POSTAL SERVICES PROCUREMENT itroductio The NAO has published a report aimed at improvig the procuremet of postal services i the public sector
Loyalty as a lever i ehacig customer experiece i bakig Itroductio I today s globalized ecoomy, baks are uder immese pressure due to evolvig regulatory requiremets, decreasig margis, ad uprecedeted competitio.
A Poit of View Drivig Superior Outcomes: Makig Performace Egieerig a Itegral Part of Busiess Operatios Abstract The core of performace egieerig is geared towards a meticulous desig of techology solutios
Radio Dispatch Systems ZETRON DISPATCH SOLUTIONS: AT THE CENTER OF YOUR CRITICAL OPERATIONS Your dispatch system is the ceterpoit through which your key operatios are coordiated ad cotrolled. That s why
Mobility Maage Agility with Our Techology Smart mobile strategies are redefiig busiess performace today. Mobility as a eabler is oe of our key busiess objectives. As a radical orgaizatio, we defie comprehesive
Ideate, Ic. Traiig News 2014v1 Ideate, Ic. Traiig Solutios to Give you the Leadig Edge New Packages For All Your Traiig Needs! Bill Johso Seior MEP - Applicatio Specialist Revit MEP Fudametals Ad More!
Maual ONT (642-8) 1-800-418-6789 Domai 1 - Describe Cisco VoIP Implemetatios Advatages of VoIP Over Traditioal Switches Voice over IP etworks have may advatages over traditioal circuit switched voice etworks.
Maual CCNA Domai 1 Compoets of the Cisco Uified Commuicatios Architecture Uified Commuicatios (UC) Eviromet Cisco has itroduced what they call the Uified Commuicatios Eviromet which is used to separate
Documet Cotrol Solutios State of the art software The beefits of Assai Assai Software Services provides leadig edge Documet Cotrol ad Maagemet System software for oil ad gas, egieerig ad costructio. AssaiDCMS
The ERP Card-Solutio Xpoetial - It's about Itegratio The power, cotrol ad efficiecy of ERP combied with the ease-of-use ad fiacial beefits of a P-Card. TM poetial The ERP-Card Solutio P-Cards ad ERP For
OfficePACS Digital Imagig About Stryker Stryker is a multi-billio dollar compay specializig i orthopaedics We are oe of the largest compaies i the worldwide orthopaedic market We are a Fortue 500 & BusiessWeek
White Paper Leveragig CMMI framework for Egieerig Services Today, most OEMs adopt global product developmet leveragig global parters to respod to demads of global markets faster ad to realize competitive
Smart Coected Products & The Iteret of Thigs Who we are Taget delivers Talet Globally. Established for 40 years we specialise i delivery of iovative & tailored talet solutios to customers aroud the world.
White Paper Mobile Applicatio Testig Device ad platform diversity, short release cycles, lack of mature testig tools ad the variety of etwork coectivity optios result i frequet cost overrus ad missed deadlies
Poit of View Five Effective Testig Practices to Assure Meaigful of Electroic Health Records Abstract Meaigful ' has bee the buzzword i the US healthcare commuity as every care provider is gearig up for
1 CCH Practice Maagemet practice maagemet facig today s challeges Every year it seems we face more regulatios, growig cliet expectatios ad lower margis o our compliace work. It s a tough time for a accoutig
Big Data. Better progoses ad quicker decisios. With Big Data, you make decisios o the basis of mass data. Everyoe is curretly talkig about the aalysis of large amouts of data, the Big Data. It gives compaies
Eable Compliace, Quality, ad Efficiecy i Your Safety Operatios with Oracle Argus A Complete Solutio for Cliical ad Post-Marketig Safety A costatly evolvig regulatory climate worldwide, the critical focus
A Poit of View Make Your Dive ito Big Data Rewardig with a Effective Quality Assurace ad Testig Strategy Data has always bee a itegral part of busiess. Techology trasformatio has further reiforced this
Digital Eterprise Uit White Paper Leveragig Best Practices ad Recommedatios for Optimal Performace Tuig of IBM Campaig About the Author Harshal Tejale Harshal Tejale is a Assistat Cosultat at Tata Cosultacy
A Leader i Employee Beefits Solutios Retiree Life Solutios Prudetial Group Isurace The Prudetial Isurace Compay of America 0237531 Results-Drive Solutios From a Name You Kow ad Trust Sice 1875, the Prudetial
Adoptio Date: 4 March 2004 Effective Date: 1 Jue 2004 Retroactive Applicatio: No Public Commet Period: Aug Nov 2002 INVESTMENT PERFORMANCE COUNCIL (IPC) Preface Guidace Statemet o Calculatio Methodology
reportig solutios Create ad cotrol olie customized score reports to measure studet progress ad to determie ways to improve istructio. isight Customized Reportig empowers you to make data-drive decisios.
Maufacturig White Paper Adoptig e-commerce: A Overview for Idustrial Maufacturers About the Authors Avai Vadodaria Assistat Cosultat Avai has over ie years of experiece i fuctioal ad techical developmet