Increasing complexity of electronic communications and an inconsistent approach to telecoms data retention across Europe have driven the European Union (EU) to release a new directive. This aims to improve the investigation, detection and prosecution of serious crime through a harmonized set of requirements for the storage of data generated by telecoms and Internet service providers as a result of Internet Protocol (IP) communications on their networks.

The trend toward storage of IP communications data presents a significant opportunity for operators to drive revenue, retention, customer satisfaction and cost benefits through development of insights into customer behaviors and preferences. ISPs and Telcos with converged products are likely to have the greatest opportunities. They will be able to construct a 360º view of customer behavior that they could use for cross-selling, up-selling, advertising and communications with customers across a range of channels, subject to national laws and customer approvals.