The telecom industry is undergoing unprecedented disruptions in how they operate, compete, or even position themselves in the market. The dynamics are largely driven by the convergence of content, services and operating models, opening both opportunities and challenges. Those who take the path of innovation and leverage disruptive technologies are here to stay.
Most telecom service providers and network providers now acknowledge the need for an agile, cloud-based approach to operations and business support system. They are shifting from being a traditional service provider to delivering modern services enabled by technology advancements, especially in the areas of data and digital.
Digital transformation drives agility, automation, and the improved customer experience in the telecom industry.
digital transformation in Telecom
telecom industry. Service providers are
using AI-based virtual assistants (VA),
chatbots, and other automated tools to
deliver improved customer experiences
and retain customers.
providers recognize the need for Robotic
Process Automation (RPA) that is helping
them reduce manual error and turn-around
time, automating repeatable and complex
processes. It also helps in significant
improvements in employee productivity and
cost reductions. Managing customer queries
in contact centers is one of the many
processes that telecom providers can benefit
from using RPA.
generated to get business insights and
understand customer preferences and
behavioral patterns. The data is utilized
to improve customer service, innovate,
and get new products to the market
systems with outdated and multiple
applications. The foremost challenge is to
consolidate all the legacy systems to an
advanced system to stay ahead in the digital
curve. This requires a solid data fabric with data
management capabilities to manage large and
disparate data. Standardizing and automating IT
infrastructure is essential to deliver digital
efficiency for telecom companies.
Digital Transformation in Telecom