Big Data & Media Analytics

ETS understands that Social media analytics is a powerful tool for uncovering customer sentiment dispersed across countless online sources.

Our Social Media Analytics Solutions (TESMAS) is based on Open Source product suites and will help Etisalat CCC to:

  • Capture customer data from social media to understand customer opinion & reaction to products and services offered by Etisalat.
  • Identify trends which Etisalat can utilize in marketing campaigns. It will also help Etisalat monitor the sentiments expressed by its customers in the social media and take appropriate actions.
  • Strengthen customer relationships by engaging more personally
  • Identify the primary influencers within specific social network channels
  • Complement creation of campaigns and promotions that resonate with social media participants

TESMAS listens to the hundreds of thousands of conversations that happen in Twitter and to the various postings left by Etisalat customer on Facebook. The messages are streamed by the second into an in-memory database. The data thus received goes through the following process,

  • Analyze messages in both English & Arabic
  • Identify, categorize and depict sentiments into negative, positive and neutral
  • Notify the messages to CCC agents
  • Facilitate Etisalat CCC agents to converse with Etisalat customers via social media
  • Maintain conversation threads for later analysis
  • Provides competitive analysis