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Telecom verified Verified Outcome TRL 9

Customer 360 Data Mesh

domain Client: A major US telecommunications provider handshake Provider: Internal / Cloud schedule Deploy: Q3 2021 (Evolution)
91 Impact
Enterprise Ready
Evidence Score: 4/10
Strength: Medium

Executive Summary

ANALYST: COI RESEARCH

The operator shifted from a centralized data warehouse to a domain-oriented mesh to better serve its 'Un-carrier' strategy. Domains like 'Customer Care', 'Network', and 'Retail' own their data pipelines. This empowered the Customer Care domain to build a real-time 'Customer 360' data product that feeds the agent dashboard, reducing call handling times.

rate_review Analyst Verdict

"Operationalizing the 360 view. Everyone wants a Customer 360, but central teams rarely deliver it well because they don't understand the context. By letting the Care domain own the product, they built a tool that actually solves agent problems."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

Agents had to toggle between 15 screens to help a customer. The data warehouse was too slow (T+1 day) to reflect recent events (e.g., a dropped call 5 minutes ago). Innovation was stifled by the central data team's backlog.

psychology The Solution

Adopted a Data Mesh. The Network domain publishes real-time call quality events. The Care domain consumes this and combines it with billing data to create a 'Customer Context' product. This product feeds the agent desktop in real-time.

settings_suggest Technical & Deployment Specs

Integrations
Amdocs, Salesforce
Deployment Model
Hybrid Cloud
Data Classification
Customer PII / CPNI
Estimated TCO / ROI
Medium
POC Summary (2020-01-01 to 2021-01-01)

"N/A"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Data Governance Medium Federated governance council.
Integration Costs Medium Standardized API contracts.

trending_up Impact Trajectory

Audited value realization curve

Real-time data availability for agents Verified Outcome
Primary KPIReduction in AHT
Audit CycleDecoupling of domain deployment cycles

policy Compliance & Gov

  • Standards: CPNI
  • Maturity (TRL): 9
  • Evidence Score: 4/10
  • Data Class: Customer PII / CPNI

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 1
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Technical Audit
PDF • Audited
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Security Architecture

The "Blind Verification" Protocol

How we verified these outcomes for A major US telecommunications provider without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-909
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-909

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