In today’s connected online world, to optimize a customer oriented business requires real time contextual customer knowledge across all business channels and relevant social and competitive forces. This knowledge must be used to control the intended outcome of each business transaction. In complex, heavily customer-centric businesses such as Telecommunications, Health Care, and Financial Services, the optimal business must understand how each action of the business and the individual customer relates to the profitability of the business and customer satisfaction. This is possible if systems holistically see what is going on in real time, determine the meaning of these activities, and in-stream decide and take the optimal action which maximizes profit and customer stickiness. Every business function should be coordinated and driven through a complete awareness of the business theatre.

The systems to accomplish this are proactive, they are predictive, they are personalized, and they learn to optimize their behavior for each individual customer. Today, Telecommunications and other large businesses can require the real time harmonization of 10 billion activities a day. We show a means to accomplish this with real time 24/7 semantic technology, capable of directly driving the largest businesses in the world. The results if this type of system can be amazing, including massive cost reductions in customer care, write-offs, retention, and improvements in customer satisfaction, up selling, and resource utilization. Bottom line profitability is improved, top line expansion is realized. Perhaps more important, the agility to accommodate business change and to differentiate is unprecedented.

About the Presenters

Craig D. Hanson, Amdocs

Craig Hanson came to Amdocs with the acquisition of DST Innovis in July of 2005. Mr. Hanson joined DST Innovis in 1987 and has held a variety of positions. Mr. Hanson is currently responsible for vision, architecture and implementation of new products in Amdocs.  His current focus is Intelligent decision engines leveraging semantic technology to create smart applications.

Considered a computer industry expert in software architecture and system scalability, Mr. Hanson has published papers regarding Broadband Data Services, Building Web Applications, Human Factors, and Software Performance, and he has been a speaker at several middleware and technology conferences. Mr. Hanson graduated with honors from Buena Vista University and was twice selected as NCAA Academic All American.

Jans Aasman, Franz, Inc.

Jans Aasman started his career as an experimental and cognitive psychologist, earning his PhD in cognitive science with a detailed model of car driver behavior using Lisp and Soar. He has spent most of his professional life in telecommunications research, specializing in intelligent user interfaces and applied artificial intelligence projects. From 1995 to 2004, he was also a part-time professor in the Industrial Design department of the Technical University of Delft. Jans is currently the CEO of Franz Inc., the leading supplier of commercial, persistent, and scalable RDF database products that provide the storage layer for powerful reasoning and ontology modeling capabilities for Semantic Web applications.