SlideShare a Scribd company logo
1 of 4
Download to read offline
Case study
Optus improves customer
experience and increases search
engagement tenfold with HP IDOL
HP Autonomy and Microsearch partner to deliver a single, unified platform
for enterprise search and analytics
Industry
Telecommunications
Objective
To find a single technology that could search across
disparate content sources and improve customer
experience, increase website traffic and conversion
rates, and reduce costs
Approach
Implemented HP IDOL, which could search across
both the enterprise and the web and deliver
personalized, contextual results with speed and
scale
IT matters
•	HP IDOL Server
•	HP Intellectual Asset Protection System
•	Multiple IDOL Connectors
•	WebLogic Application Server
•	J2EE, Spring, AJAX, Freemarker
•	Microsearch: an HP Partner with expertise in HP
IDOL
Business matters
•	Lower Total Cost of Ownership (TCO)
•	Tenfold increase in search use by internal users
and external customers due to its reliability and
accuracy
•	Relevant, personalized, contextual search results
•	Fast responses via a distributed implementation
The need
Over the years, Optus licensed and
implemented multiple search technologies,
resulting in “islands of search” with little
integration and poor customer experience.
They needed a single search platform that
could search across the enterprise and the
web to provide improved customer experience,
increase in website traffic and search utilization,
revenue growth from improved conversions,
and cost reduction through technology
consolidation.
Before deploying HP IDOL, Optus had no
solution that could enable a search of all
corporate resources supporting business
operations.
Optus also needed secure and fast search
to meet service levels. Providing powerful
search capabilities greatly increases access to
corporate information—ensuring information
is available only to those with access to it.
Optus required a search solution that
enabled business users to manage their
applications through search administration
and configuration.
The challenge
Here are the key challenges that Optus faced:
•	 	Multiple technology islands
•	 	Distributed large volume data sources
•	 	Multiple portals and online channels
•	 	Expensive maintenance costs
•	 	Poor or absent search capability across sites
and intranets
•	 	Non-standard proprietary systems (no SOA)
The solution
•	 Single search platform in HP IDOL
•	 Implementation of a wide range of IDOL
functionalities
•	 Enterprise search and indexing service
•	 Search Portlets and Search Business
Console
•	 Integration with portals, CMS, intranets,
wikis, blogs, DMS, etc.
•	 Secure search: Integration with AD and SSO
•	 Social search based on popularity
•	 Methodology from search strategy to
implementation
•	 Ongoing 24 x 7 support and search
optimization
Microsearch Portlets
HP IDOL Platform
Microsearch search service (Autonomy, Google, Baynote)
Online consumer Online business Customer center Call center Enterprise search
Single Search Platform Capabilities
Social search
Faceted navigation
Clustering
Administration
Security
Connectors and Indexing Service
Hyperlinking
Scalability &
distribution
Advanced search
Recommendation
Conceptual search
Categorization
Eduction
Figure 1 – Optus Solution Architecture
Case study | Optus
The benefits
HP’s search solution on the Optus intranet and
website also provided:
•	 Single search system – public and
enterprise-wide
•	 Relevant, personalized, contextual search
results
•	 Much lower Total Cost of Ownership (TCO)
•	 Virtually live data consolidation: no outdated
results
•	 Super-fast responses via a distributed
implementation
•	 Tenfold increase in search utilization by
internal users and external customers
•	 Increased traffic, click-through, and
conversion rates
Optus Consumer Portal
•	 Search auto-suggestion
•	 Results promotion
•	 Results based on context, user corridor and
user status
•	 Integration with various technologies and
indexing multiple content sources
Solution highlights
•	 Accurate search results based on contextual
relevance and popularity.
•		Ease of promoting products and services.
•		Search navigation and filtering tools to quickly
direct users to the right information.
•		Easily configurable search rankings by business
users.
•		Single, unified results from various sources.
•		Indexing of high volumes of content.
•		Real-time ingestion and search of news, video,
and audio feeds.
•		Secure search across enterprise content sources.
•		Single, standardized internal search platform.
•		Adoption of an SOA approach, with multiple
technologies and content sources.
Figure 2 – Optus Consumer Portal: Internet Search Results
Figure 3 – Optus Enterprise Search
2
Case study | Optus
Optus enterprise search
•	 Secure search (mapped security): recognizing
document access controls and applying user
permissions to the results
•	 24 enterprise content sources
•	 Tools to configure and promote results by
business users
•	 Predictive search, type ahead, spelling
suggestion and synonyms
•	 Faceted navigation and advanced search
tools
•	 Concept-based search
HP IDOL functions
•	 Conceptual search
•	 Parametric refinement
•	 Advanced, secure search (mapped security)
•	 Boolean search
•	 Highlighting
•	 Contextual summarization
•	 Synonyms and spelling suggestion
•	 AutnRank (User feedback-driven search)
•	 Hyperlinking (related concepts)
•	 Phonetic and fuzzy search
Figure 4 – Query Auto-Complete offering query suggestions
Figure 5 – IDOL Functionality: Advanced Search
Figure 7 – IDOL
Functionality: Refine
Options
Figure 6 – IDOL Functionality: Related Searches
3
Sign up for updates
hp.com/go/getupdated
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only
warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein
should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein..
20140807_IT_CS_HP_Optus
Share with colleagues
Case study | Optus
About Optus
Optus is an Australian leader in integrated
telecommunications, delivering cutting-edge
communications, information technology,
and entertainment services. In 2001 SingTel
became the parent company of Optus, paving
the way to become a strong and strategic
telecommunications player within the Asia-
Pacific region.
Since its start in 1992, Optus has invested
over A$17 billion in the construction of fixed,
mobile, and satellite networks, including
central business district and suburban
local access networks. These networks
provide the company with an advanced
technology platform capable of delivering
integrated communications, information and
entertainment services.
Optus became a wholly owned subsidiary
of SingTel in 2001 and was listed on the
Australian Stock Exchange in September of
that year.
Technology
•	 HP IDOL Server
•	 HP Intellectual Asset Protection System
•	 Multiple IDOL connectors
•	 WebLogic Application Server
•	 J2EE, Spring, AJAX, Freemarker
Microsearch added value
•	 Expertise in building enterprise search
solutions and HP IDOL.
•	 Expertise in portal and application
development
•	 Methodology and industry best practices
•	 Local presence and reliable local support,
delivering experience and reliability—all
projects completed on time and within
budget.
About HP Autonomy
HP Autonomy is a global leader in software
that processes unstructured human
information, including social media, email,
video, audio, text and web pages. Using HP
Autonomy’s information management and
analytics technologies, organizations can
extract meaning in real time from data in
virtually any format or language, including
structured data. A range of purpose-built
market offerings helps organizations drive
greater value through information analytics,
unified information access, archiving,
eDiscovery, enterprise content management,
data protection and marketing optimization.
Additional information is available
at autonomy.com.

More Related Content

Similar to Optus improves customer experience

Coexist or Integrate? Manage Unstructured Content from Diverse Repositories a...
Coexist or Integrate? Manage Unstructured Content from Diverse Repositories a...Coexist or Integrate? Manage Unstructured Content from Diverse Repositories a...
Coexist or Integrate? Manage Unstructured Content from Diverse Repositories a...Concept Searching, Inc
 
Realize Greater "Return on Information" with Google Enterprise Search
Realize Greater "Return on Information" with Google Enterprise SearchRealize Greater "Return on Information" with Google Enterprise Search
Realize Greater "Return on Information" with Google Enterprise SearchPerficient, Inc.
 
How To Implement Engineering Search Within Your Organization Webinar
How To Implement Engineering Search Within Your Organization WebinarHow To Implement Engineering Search Within Your Organization Webinar
How To Implement Engineering Search Within Your Organization WebinarConcept Searching, Inc
 
Enterprise search Information
Enterprise search Information Enterprise search Information
Enterprise search Information Netwoven Inc.
 
Attivio Customer Success Story - Information Services Search & Discovery
Attivio Customer Success Story - Information Services Search & DiscoveryAttivio Customer Success Story - Information Services Search & Discovery
Attivio Customer Success Story - Information Services Search & DiscoveryAttivio
 
Alfresco Day Brussels 2016 - Keynote: Why Alfresco in the Digital Enterprise?
Alfresco Day Brussels 2016 - Keynote: Why Alfresco in the Digital Enterprise?Alfresco Day Brussels 2016 - Keynote: Why Alfresco in the Digital Enterprise?
Alfresco Day Brussels 2016 - Keynote: Why Alfresco in the Digital Enterprise?Alfresco Software
 
Maximizing the Value of Your Content - John Pomeroy, Alfresco
Maximizing the Value of Your Content - John Pomeroy, AlfrescoMaximizing the Value of Your Content - John Pomeroy, Alfresco
Maximizing the Value of Your Content - John Pomeroy, AlfrescoNicole Szigeti
 
Alfresco Day Vienna 2015 - Keynote: Why Alfresco in the Digital Enterprise?
Alfresco Day Vienna 2015 - Keynote: Why Alfresco in the Digital Enterprise?Alfresco Day Vienna 2015 - Keynote: Why Alfresco in the Digital Enterprise?
Alfresco Day Vienna 2015 - Keynote: Why Alfresco in the Digital Enterprise?Alfresco Software
 
Alfresco Day Barcelona 2016 - Alfresco: Accelerating Digital Transformation
Alfresco Day Barcelona 2016 - Alfresco: Accelerating Digital TransformationAlfresco Day Barcelona 2016 - Alfresco: Accelerating Digital Transformation
Alfresco Day Barcelona 2016 - Alfresco: Accelerating Digital TransformationAlfresco Software
 
Alfresco Day Stockholm 2015 - Accelerating Digital Transformation - Keynote
Alfresco Day Stockholm 2015 - Accelerating Digital Transformation - KeynoteAlfresco Day Stockholm 2015 - Accelerating Digital Transformation - Keynote
Alfresco Day Stockholm 2015 - Accelerating Digital Transformation - KeynoteNicole Szigeti
 
Taxonomy and tagging – manual tagging does not work!
Taxonomy and tagging – manual tagging does not work!Taxonomy and tagging – manual tagging does not work!
Taxonomy and tagging – manual tagging does not work!Concept Searching, Inc
 
Data Ninja Services - Incite West talk 2015
Data Ninja Services - Incite West talk 2015 Data Ninja Services - Incite West talk 2015
Data Ninja Services - Incite West talk 2015 Data Ninja API
 
Accelerating the Data to Value Journey
Accelerating the Data to Value JourneyAccelerating the Data to Value Journey
Accelerating the Data to Value JourneyDenodo
 
A Case of Fusion Middleware (IlOUG Tech Days, July 2013)
A Case of Fusion Middleware  (IlOUG Tech Days, July 2013)A Case of Fusion Middleware  (IlOUG Tech Days, July 2013)
A Case of Fusion Middleware (IlOUG Tech Days, July 2013)Lucas Jellema
 
Getting Knowledge Transfer Right Enterprise Wide Webinar
Getting Knowledge Transfer Right Enterprise Wide WebinarGetting Knowledge Transfer Right Enterprise Wide Webinar
Getting Knowledge Transfer Right Enterprise Wide WebinarConcept Searching, Inc
 
Shadow IT Risk and Reward
Shadow IT Risk and RewardShadow IT Risk and Reward
Shadow IT Risk and RewardChris Haddad
 
Infosys Consulting In 2006 Ba401
Infosys Consulting In 2006 Ba401Infosys Consulting In 2006 Ba401
Infosys Consulting In 2006 Ba401Thammasat
 

Similar to Optus improves customer experience (20)

Coexist or Integrate? Manage Unstructured Content from Diverse Repositories a...
Coexist or Integrate? Manage Unstructured Content from Diverse Repositories a...Coexist or Integrate? Manage Unstructured Content from Diverse Repositories a...
Coexist or Integrate? Manage Unstructured Content from Diverse Repositories a...
 
Realize Greater "Return on Information" with Google Enterprise Search
Realize Greater "Return on Information" with Google Enterprise SearchRealize Greater "Return on Information" with Google Enterprise Search
Realize Greater "Return on Information" with Google Enterprise Search
 
How To Implement Engineering Search Within Your Organization Webinar
How To Implement Engineering Search Within Your Organization WebinarHow To Implement Engineering Search Within Your Organization Webinar
How To Implement Engineering Search Within Your Organization Webinar
 
Enterprise search Information
Enterprise search Information Enterprise search Information
Enterprise search Information
 
Attivio Customer Success Story - Information Services Search & Discovery
Attivio Customer Success Story - Information Services Search & DiscoveryAttivio Customer Success Story - Information Services Search & Discovery
Attivio Customer Success Story - Information Services Search & Discovery
 
Alfresco Day Brussels 2016 - Keynote: Why Alfresco in the Digital Enterprise?
Alfresco Day Brussels 2016 - Keynote: Why Alfresco in the Digital Enterprise?Alfresco Day Brussels 2016 - Keynote: Why Alfresco in the Digital Enterprise?
Alfresco Day Brussels 2016 - Keynote: Why Alfresco in the Digital Enterprise?
 
Maximizing the Value of Your Content - John Pomeroy, Alfresco
Maximizing the Value of Your Content - John Pomeroy, AlfrescoMaximizing the Value of Your Content - John Pomeroy, Alfresco
Maximizing the Value of Your Content - John Pomeroy, Alfresco
 
Alfresco Day Vienna 2015 - Keynote: Why Alfresco in the Digital Enterprise?
Alfresco Day Vienna 2015 - Keynote: Why Alfresco in the Digital Enterprise?Alfresco Day Vienna 2015 - Keynote: Why Alfresco in the Digital Enterprise?
Alfresco Day Vienna 2015 - Keynote: Why Alfresco in the Digital Enterprise?
 
Alfresco Day Barcelona 2016 - Alfresco: Accelerating Digital Transformation
Alfresco Day Barcelona 2016 - Alfresco: Accelerating Digital TransformationAlfresco Day Barcelona 2016 - Alfresco: Accelerating Digital Transformation
Alfresco Day Barcelona 2016 - Alfresco: Accelerating Digital Transformation
 
Alfresco Day Stockholm 2015 - Accelerating Digital Transformation - Keynote
Alfresco Day Stockholm 2015 - Accelerating Digital Transformation - KeynoteAlfresco Day Stockholm 2015 - Accelerating Digital Transformation - Keynote
Alfresco Day Stockholm 2015 - Accelerating Digital Transformation - Keynote
 
Intelliasia aug2016
Intelliasia aug2016Intelliasia aug2016
Intelliasia aug2016
 
Taxonomy and tagging – manual tagging does not work!
Taxonomy and tagging – manual tagging does not work!Taxonomy and tagging – manual tagging does not work!
Taxonomy and tagging – manual tagging does not work!
 
FAST Search-webinar-06-29-2010
FAST Search-webinar-06-29-2010FAST Search-webinar-06-29-2010
FAST Search-webinar-06-29-2010
 
Data Ninja Services - Incite West talk 2015
Data Ninja Services - Incite West talk 2015 Data Ninja Services - Incite West talk 2015
Data Ninja Services - Incite West talk 2015
 
Accelerating the Data to Value Journey
Accelerating the Data to Value JourneyAccelerating the Data to Value Journey
Accelerating the Data to Value Journey
 
A Case of Fusion Middleware (IlOUG Tech Days, July 2013)
A Case of Fusion Middleware  (IlOUG Tech Days, July 2013)A Case of Fusion Middleware  (IlOUG Tech Days, July 2013)
A Case of Fusion Middleware (IlOUG Tech Days, July 2013)
 
Blog benefits
Blog benefitsBlog benefits
Blog benefits
 
Getting Knowledge Transfer Right Enterprise Wide Webinar
Getting Knowledge Transfer Right Enterprise Wide WebinarGetting Knowledge Transfer Right Enterprise Wide Webinar
Getting Knowledge Transfer Right Enterprise Wide Webinar
 
Shadow IT Risk and Reward
Shadow IT Risk and RewardShadow IT Risk and Reward
Shadow IT Risk and Reward
 
Infosys Consulting In 2006 Ba401
Infosys Consulting In 2006 Ba401Infosys Consulting In 2006 Ba401
Infosys Consulting In 2006 Ba401
 

Optus improves customer experience

  • 1. Case study Optus improves customer experience and increases search engagement tenfold with HP IDOL HP Autonomy and Microsearch partner to deliver a single, unified platform for enterprise search and analytics Industry Telecommunications Objective To find a single technology that could search across disparate content sources and improve customer experience, increase website traffic and conversion rates, and reduce costs Approach Implemented HP IDOL, which could search across both the enterprise and the web and deliver personalized, contextual results with speed and scale IT matters • HP IDOL Server • HP Intellectual Asset Protection System • Multiple IDOL Connectors • WebLogic Application Server • J2EE, Spring, AJAX, Freemarker • Microsearch: an HP Partner with expertise in HP IDOL Business matters • Lower Total Cost of Ownership (TCO) • Tenfold increase in search use by internal users and external customers due to its reliability and accuracy • Relevant, personalized, contextual search results • Fast responses via a distributed implementation The need Over the years, Optus licensed and implemented multiple search technologies, resulting in “islands of search” with little integration and poor customer experience. They needed a single search platform that could search across the enterprise and the web to provide improved customer experience, increase in website traffic and search utilization, revenue growth from improved conversions, and cost reduction through technology consolidation. Before deploying HP IDOL, Optus had no solution that could enable a search of all corporate resources supporting business operations. Optus also needed secure and fast search to meet service levels. Providing powerful search capabilities greatly increases access to corporate information—ensuring information is available only to those with access to it. Optus required a search solution that enabled business users to manage their applications through search administration and configuration. The challenge Here are the key challenges that Optus faced: • Multiple technology islands • Distributed large volume data sources • Multiple portals and online channels • Expensive maintenance costs • Poor or absent search capability across sites and intranets • Non-standard proprietary systems (no SOA) The solution • Single search platform in HP IDOL • Implementation of a wide range of IDOL functionalities • Enterprise search and indexing service • Search Portlets and Search Business Console • Integration with portals, CMS, intranets, wikis, blogs, DMS, etc. • Secure search: Integration with AD and SSO • Social search based on popularity • Methodology from search strategy to implementation • Ongoing 24 x 7 support and search optimization Microsearch Portlets HP IDOL Platform Microsearch search service (Autonomy, Google, Baynote) Online consumer Online business Customer center Call center Enterprise search Single Search Platform Capabilities Social search Faceted navigation Clustering Administration Security Connectors and Indexing Service Hyperlinking Scalability & distribution Advanced search Recommendation Conceptual search Categorization Eduction Figure 1 – Optus Solution Architecture
  • 2. Case study | Optus The benefits HP’s search solution on the Optus intranet and website also provided: • Single search system – public and enterprise-wide • Relevant, personalized, contextual search results • Much lower Total Cost of Ownership (TCO) • Virtually live data consolidation: no outdated results • Super-fast responses via a distributed implementation • Tenfold increase in search utilization by internal users and external customers • Increased traffic, click-through, and conversion rates Optus Consumer Portal • Search auto-suggestion • Results promotion • Results based on context, user corridor and user status • Integration with various technologies and indexing multiple content sources Solution highlights • Accurate search results based on contextual relevance and popularity. • Ease of promoting products and services. • Search navigation and filtering tools to quickly direct users to the right information. • Easily configurable search rankings by business users. • Single, unified results from various sources. • Indexing of high volumes of content. • Real-time ingestion and search of news, video, and audio feeds. • Secure search across enterprise content sources. • Single, standardized internal search platform. • Adoption of an SOA approach, with multiple technologies and content sources. Figure 2 – Optus Consumer Portal: Internet Search Results Figure 3 – Optus Enterprise Search 2
  • 3. Case study | Optus Optus enterprise search • Secure search (mapped security): recognizing document access controls and applying user permissions to the results • 24 enterprise content sources • Tools to configure and promote results by business users • Predictive search, type ahead, spelling suggestion and synonyms • Faceted navigation and advanced search tools • Concept-based search HP IDOL functions • Conceptual search • Parametric refinement • Advanced, secure search (mapped security) • Boolean search • Highlighting • Contextual summarization • Synonyms and spelling suggestion • AutnRank (User feedback-driven search) • Hyperlinking (related concepts) • Phonetic and fuzzy search Figure 4 – Query Auto-Complete offering query suggestions Figure 5 – IDOL Functionality: Advanced Search Figure 7 – IDOL Functionality: Refine Options Figure 6 – IDOL Functionality: Related Searches 3
  • 4. Sign up for updates hp.com/go/getupdated © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.. 20140807_IT_CS_HP_Optus Share with colleagues Case study | Optus About Optus Optus is an Australian leader in integrated telecommunications, delivering cutting-edge communications, information technology, and entertainment services. In 2001 SingTel became the parent company of Optus, paving the way to become a strong and strategic telecommunications player within the Asia- Pacific region. Since its start in 1992, Optus has invested over A$17 billion in the construction of fixed, mobile, and satellite networks, including central business district and suburban local access networks. These networks provide the company with an advanced technology platform capable of delivering integrated communications, information and entertainment services. Optus became a wholly owned subsidiary of SingTel in 2001 and was listed on the Australian Stock Exchange in September of that year. Technology • HP IDOL Server • HP Intellectual Asset Protection System • Multiple IDOL connectors • WebLogic Application Server • J2EE, Spring, AJAX, Freemarker Microsearch added value • Expertise in building enterprise search solutions and HP IDOL. • Expertise in portal and application development • Methodology and industry best practices • Local presence and reliable local support, delivering experience and reliability—all projects completed on time and within budget. About HP Autonomy HP Autonomy is a global leader in software that processes unstructured human information, including social media, email, video, audio, text and web pages. Using HP Autonomy’s information management and analytics technologies, organizations can extract meaning in real time from data in virtually any format or language, including structured data. A range of purpose-built market offerings helps organizations drive greater value through information analytics, unified information access, archiving, eDiscovery, enterprise content management, data protection and marketing optimization. Additional information is available at autonomy.com.