Telecom & Media

Today's telecom and media leaders know that success hinges on deepening customer relationships. At Marlabs, we help you get closer to your customers, understand customer behavior, personalize interactions, and reduce churn. We create the right digital solutions powered by robust data and AI to create experiences that are proven to create business value and delight.

Disruption Is Accelerating. So Are the Opportunities.

The convergence of AI, data, and cloud is reshaping how media and telecom companies operate, engage, and grow. Adopting the right data and AI solutions help telecom and media companies address challenges pertaining to customer wallet share and churn.

Through our data and AI solutions, we help our clients develop intelligent network operations with powerful analytics, automated sales, operational processes, self-healing networks, personalized customer experiences, gapless compliance and security, and AI-enabled digital workforce augmentation.

$58.74B

is the expected size of AI adoption in the T&M market by 2032

1.5×

higher revenue growth for leaders who adopt AI in telecom & media

3x

increase in engagement with AI-driven personalization

40%

reduction in customer churn by leveraging customer data

1.5×

faster time-to-market by embracing AI-powered development
Pairing our expertise in data and AI with our experience with telecom and media organizations, Marlabs helps you discover how to unlock the power of your data and innovative AI solutions. Interested in using AI to drive revenue, innovation, personalized customer experiences, and operational efficiency? Check out our exclusive AI and data workshops.  

Our Expertise across the Value Chain

Engagement
Customer insights and heightened experience directly impacting average revenue per user (APRU).

What this looks like:
  • Enhanced customer service
  • Customer payments
  • Customer retention
  • Predictive churn analysis
Expansion
New business opportunities and revenue streams for perpetual growth.

What this looks like:
  • Personalization for cross-selling
  • Real-time promotions
  • Customer acquisition (B2C)
  • Sales conversions (B2B)
  • Data monetization
Operations
Process, network, and operational efficiency impacting operational costs and compliance.  

What this looks like:
  • 5G network expansion and optimization
  • xRAN, AIRAN
  • Edge computing
  • Integrated operations
  • Cyber security
  • Fraud prevention
AI Innovation
Data, automation, and AI enabling new possibilities and intelligent network operations.

What this looks like:
  • AI-powered predictive analytics
  • Self-healing networks
  • Reduced human error
  • Real-time, intelligent threat detection
  • Personalized customer experiences

Our Expertise across the Value Chain

Engagement & Experience
Customer insights and heightened experience directly impact average revenue per user (APRU) through increased retention and engagement.
What this looks like:
  • Customer 360 View: Our solutions provide a comprehensive, unified view of each customer, empowering service agents with the information they need to deliver personalized and efficient support.
  • Optimizing Agent Interactions for Better Customer Experience: We've streamlined agent workflows and provided tools that enhance the quality and effectiveness of customer interactions, leading to higher satisfaction.
  • Improving Call Center Efficiency: By optimizing processes and implementing advanced technologies, we've helped reduce wait times, resolve issues faster, and improve overall call center productivity.
Expansion & Retention
New business opportunities and revenue streams drive perpetual growth and retention through personalized cross-selling, real-time promotions, and data monetization.
What this looks like:
  • Reducing Shopping Cart Abandonment with Targeted Communications: We've implemented systems that identify and address reasons for shopping cart abandonment, leading to increased sales and a smoother customer journey.
  • Real-Time Promotions for Port-Out Requests: Proactive, real-time offers for customers considering porting out have significantly reduced churn, demonstrating our ability to impact critical moments in the customer lifecycle.
  • Customer Segmentation for Tailored Campaigns: By segmenting customer bases, we've enabled targeted marketing efforts that resonate with specific demographics, leading to higher conversion and retention rates.
Operations & Supply Chain Management
Process efficiency, edge computing, network expansion, cyber security enhancement, and supply chain optimization impact operational costs and compliance.  
What this looks like:
  • Streamlined Supply Chain Management: We've implemented solutions that bring greater efficiency, transparency, and cost-effectiveness to the complex telecom supply chain, from equipment procurement to service delivery.
  • Enhancing Network Performance: Optimized network infrastructure leads to improved speed, reliability, and overall service quality for end-users.
  • Promoting Cybersecurity: We keep your customer's data and your network's operations secure through AI-powered threat detection, 24/7 monitoring, and deep threat intelligence.
Data & AI Innovation
Data, automation, and AI enable new possibilities through predictive analytics, self-healing networks, threat detection, intelligent network operations, and more.
What this looks like:
  • AI Assistant for Onboarding: Streamlining the onboarding process with intelligent AI assistants ensures a seamless and positive initial experience for new subscribers.
  • Leveraging Machine Learning for Customer Insights: By applying machine learning, we've helped companies uncover deep customer insights, enabling them to anticipate needs and proactively address pain points.
  • Advanced Reporting for Business Insights: Our reporting solutions provide actionable insights into customer behavior and operational performance, enabling data-driven decision-making across the organization.
  • Self-Healing Networks: Through real-time, AI-powered responses and proactive monitoring, we develop self-healing capabilities to keep your network running smoothly for you and your customers.

Success Stories

Data lakehouse implementation for one of the top two telecom companies in North America

To address the complex challenges faced by the telecom client, Marlabs designed and implemented a comprehensive data lakehouse solution on AWS. This solution was executed through a multi-phased approach to ensure seamless integration, real-time data processing, and enhanced data management capabilities

Results:

Reduced Churn: New subscription plans reduced churn by approximately 8%.

Increased Customer Satisfaction:
This work enhanced customer satisfaction rates by 13%.

Reduced Data Quality Issues:
We reduced data quality issues by approximately 15%

AI Onboarding Assistant for Developers

An AI Assistant was developed to streamline the process for new developers. This assistant provides a centralized platform for knowledge sharing, reducing the dependency on other team members and ensuring quicker access to essential information.

Results:

Improved Efficiency: We reduced onboarding time for new developers from 2-3 months to a few weeks.

Enhanced Development Quality: This work led to better adherence to development guidelines and architecture, reducing rework and technical debt.

Powering the Future of Telecom with Data & AI

In the US, telecom industry growth is outpacing inflation and broader economic growth; the US market is forecast to grow by $123.8 billion USD between 2024 and 2029 — well above GDP trends for developed economies. The US has a mobile penetration rate of 115%, meaning there are more active mobile subscriptions than people.

This presents a significant opportunity for telecom leaders to drive exponential growth...but only if they 1) have their data in order and 2) leverage the disruptive power of artificial intelligence.

Download Our PoV on the Impact of Data in Telecom

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Unlocking Competitive Advantages for Telecom & Media

As a trusted digital solutions partner, Marlabs empowers telecom and media companies to thrive through a blend of deep domain expertise, cutting-edge technologies, and outcome-driven delivery models.

Enhanced Customer Experience & Reduced Churn

We help you move beyond traditional customer interactions to build profound customer loyalty. Through advanced analytics and AI-powered personalization, we enable you to understand individual preferences, anticipate needs, and deliver hyper-targeted content, services, and support.

Data-Driven Decision Making & Monetization

We can help you unlock your data’s full potential through robust data analytics and business intelligence solutions. By transforming raw data into actionable insights, we empower you to make informed decisions regarding network performance, content strategy, customer segmentation, and new monetization models.

Operational Efficiency & Cost Optimization

The complexities of managing vast networks, diverse content libraries, and intricate systems demand streamlined operations. We leverage cutting-edge technologies like automation, cloud-native architectures, and organizational AI transformation to create intelligent network operations that optimize your IT infrastructure, reduce manual interventions, and minimize operational costs.

Strategic Insights and Industry Alignment

Our industry-specific expertise ensures that we are always one step ahead of emerging trends. Marlabs partners with some of the largest telecom and media organizations for tailored, AI-powered solutions around intelligent network operations and customer retention, personalization, and experience to make our team the perfect strategic partner and advisor.

Accelerated Time-to-Market

Marlabs enables you to rapidly develop, test, and deploy new products and services, from 5G solutions and IoT ecosystems to personalized streaming experiences and interactive content platforms.

Custom Solutions That Drive Meaningful Impact

We help telecom and media leaders solve complex challenges and drive meaningful outcomes.
User Experience  
Improve customer advocacy by optimizing product features to enhance customer satisfaction and retention. Leverage data and analytics to understand customer pain points and buying preferences to craft personalized, meaningful journeys.
Revenue Modernization
Create new revenue streams with next-gen platforms. Leverage user-friendly AI tools to accelerate time to market, streamline tasks, and provide comprehensive support throughout the product lifecycle, driving innovation and revenue.  
Next-Gen Media & Content
Understand your audience better, tailor content to individual preferences, and create seamless customer journeys. Our solutions drive engagement, loyalty, and revenue growth by making every interaction feel uniquely relevant.
Data, Analytics, & BI
Create an ecosystem of data-driven decision-making and a carefully crafted path to AI-readiness. We design and implement data platforms for the largest companies that serve billions of customers, processing countless data points.
Digital Security & Fraud Prevention
Keep your customer’s data safe and secure your operations. Our platform-driven approach integrates AI-powered threat detection, 24x7 global monitoring, and deep threat intelligence to proactively secure digital ecosystems.  
Cloud & Digital Infrastructure
Accelerate digital transformation by modernizing critical systems. Leverage cloud for efficiency, speed, and innovation. From network revamping to logistics optimization, drive your business forward by reducing technology debt.

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