A framework and toolkit to evaluate the value of service request in telecommunication

Abstract

Optimized resources allocation is a practical way for service provider responds to customer's service request with limited resources, the base of which is the business value to service request. In this paper, we analyze the cases of value-added services in telecommunication industry, and propose a comprehensive framework to calculate value of service request, which includes service value, customer historical value, current ordering based customer lifetime value and potential customer lifetime value for up-sale and cross-sale. Existing approaches are studied and adopted into calculation of service value and customer value respectively under telecom value-added services scenario. Besides, a novel telecom social network based model is proposed for the calculation of potential customer lifetime value. This paper also introduces the implementation of a toolkit for proposed framework to evaluate the value of service request. ©2008 IEEE.