Harnessing network data to innovate customer experience and fight fraud

Bouygues Telecom is a universal communications provider offering its technology services to over 27 million customers each day. It is one of the largest telecommunications companies in France, with its 4G network covering 99% of the French population and its 5G grid spanning over 14,000 French communities. 

Consolidating huge volumes of network and customer data

Bouygues Telecom is a technological pioneer in the telecom sector, with its customers often enjoying access to groundbreaking new services before anyone else. For example, it was the first provider to offer customers unlimited mobile plans in the 1990s.

Core to the company’s success is its leveraging of analytical data, including a wealth of customer and network data. Bouygues Telecom wanted to consolidate this data into a modern architecture, making it more accessible for business teams so they could further optimize customer experiences, facilitate financial control, and detect fraudulent activity more quickly. Bouygues Telecom chose Cloudera as its modern data platform due to its ability to manage large volumes of data, as well as its open-source technologies, stability, and reliability. 

“Our integration of analytical data throughout the business is a key component that sets us apart and creates more value for our customers. Cloudera has enabled us to continue getting value out of the information we hold, while complying with data privacy rules,” states Alexandre Penfornis, Data Architect Manager at Bouygues Telecom.

Machine learning at scale

Adopting Cloudera has enabled Bouygues Telecom to process significant amounts of data and make it easily discoverable. With a centralized repository and machine learning capabilities business teams no longer spend excessive amounts of time searching for and accessing the data they need, bringing huge operational efficiencies. This supports Bouygues Telecom’s data-centric operating model, where real-time information is used to continuously improve customer satisfaction.

“Thanks to Cloudera’s comprehensive access to data and open-source framework, we can provide our specialist teams with a platform to develop innovative use cases and benefit from machine learning at scale,” Alexandre Penfornis, Data Architect Manager at Bouygues Telecom.

Personalized recommendations give a competitive edge

The modern data platform powered by Cloudera is enabling Bouygues Telecom to create new use cases for data faster. For example, Bouygues Telecom can better understand customers’ preferences so it can create personalized offers that are better suited to customer expectations. Additionally, the increased scale and speed of data processing allows teams to detect anomalous activity in real time, significantly improving the detection of fraud.

“Cloudera is allowing us to overcome business challenges relative to market competitiveness, as well as issues of compliance linked to sensitive data,” concludes Alexander Penfornis.