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Transforming Telco Contact Centers with Intelligent Automation

Improve customer and employee experiences and decrease costs
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With an enormous demand for connectivity, Telecom companies need to transform operations launching game-changing technologies such as 5G

Telecom operators are facing increasing challenges in the digital era. They must compete to make available uninterrupted, affordable and cutting-edge services while improving the overall customer experience. New technologies such as 5G represent a fundamental shift that offers great potential for new services for both consumers and businesses. To drive the business into the digital age, look to RPA to improve operational efficiency, and enhance customer experience with a multitude of service offerings across a variety of technologies.

Look to automation to improve operational efficiency and enhance customer experience

As technology and innovation advances and the business landscape expands, Telecom companies need to transition towards the digital age and look at non-traditional approaches such as automation to achieve the next level of service while maintaining costs, driving revenue, and addressing new technology and innovations.

Transform your business systems

  • Streamline end-to-end manual tasks through automation
  • Align data across multiple systems and reduce manual processing
  • Enable real-time processes that increase efficiency and reducing costs

Improve the customer experience

  • Real-time customer service responsiveness with automated answer, response, and routing support
  • Reduced waiting and talk time and improved first call resolution (FCR)
  • Gain instant access to all customer information presented in a dynamic, unified and single view

Deploy new technologies and innovations faster

  • Greater agility for regulatory change, reducing compliance costs
  • Leverage process automation for enterprise network planning, performance management, network design, and scaling
  • Reduce deployment times to free up your IT staff so they can focus on other more business relevant tasks
Select A Business Function
New Services Offerings
New Services Offerings Customer Service IT Management

Offer new services and achieve new revenue

Service providers are finding it increasingly difficult to grow the top line. With the Internet and mobile markets nearly saturated and slowing subscriber growth, there is a need for new revenue sources that will support the top line. Through Blue Prism automation, Telecom companies can successfully launch new product and revenue generating services in weeks rather than months.

New Technology & Innovation

Expand network to incorporate new revenue generating technology such as 5G — while preparing for widespread use of IoT and other new innovations.

Faster & More Efficient Service Deployment

Use automation to successfully launch new product and services in weeks rather than months.

New Revenue Generation

Gain and retain subscribers through new, exciting services that are deployed faster and more efficiently.

Customer Experience Enhancement

Digital Workers can assist in automating the deployment of new services faster while resulting in a best in class end-to-end customer experience.

Improve customer satisfaction

Customer experience can be improved through more efficient order and invoice processing, more responsive customer service and enhanced quality assurance. Blue Prism's integration with data analytics partners also enables organizations to drive greater insight from their customer data, enabling telecom providers to more quickly adapt to evolving customer preferences.

Average Call Times Reduction

Enhance average handling times (AHTs) to reduce customer support costs and pressure on profitability while improving customer experience.

Efficient Field Technician Dispatch

Filter and analyze trouble tickets more efficiently, resolving most issues locally without the need to send a field technician.

Human Error Reduction

Digital Workers can reduce human errors and provide improved traceability & compliance.

Customer Management

Digital Workers can automate customer onboarding, offboarding and contract changes maintaining a clear, single view of your customers. Turn new customers into revenue or remove them from all systems automatically if they leave.

Automate the configuration & security of your network

With rapidly changing technologies and the 5G revolution emerging, Telecom operators are looking to reduce operational costs to invest in future technologies. By streamlining manual tasks, Blue Prism can automate processes such as network planning and deployment. This helps drive network efficiency at reduced costs while freeing up staff to focus on other more business relevant tasks.

New Network Elements Configuration

Digital Workers piloted by IT can handle the configuration and activation of new network elements automated in the NMS system, saving field engineers' time and resources.

Security Threat Management

Automate the auditing of security threats such as malware, assigning a Digital Worker to run an audit process that assesses the impact of the threat and provides a resolution to it.

Performance Monitoring

The practice of measuring & monitoring SLAs and Network Usage Management can be automated and used for future network optimization.

Employee Exit

Remove employee access to both systems and facilities and confirm completion to the appropriate parties.

Want to know more?

We support your business across its functions. Discover the benefits of RPA applied to your challenge and in the telecoms industry.

Why Connected-RPA?


  • Comprehensive, irrefutable audit logs
  • End-to-end object & process change history
  • System & process execution audits
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  • Re-usable & shareable objects/processes
  • Many-to-many process assignment
  • Processes in parallel
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Rapid Deployment & Methodology

  • Process Discovery
  • Robotic Operating Model (ROM®)
  • Success Accelerator
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Security & Access Control

  • Veracode Verified Continuous
  • Decoupled build & run
  • Disk level encryption & data masking
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Performance & Stability

  • Database layer resilience
  • Supports hybrid-cloud infrastructure
  • More productive & efficient
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Intelligent & Extensible

  • Drop-in AI skills from DX
  • AI Labs & Innovation Center
  • Data Gateways
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Hear it from our customers

London School of Economics – Blue Prism Software Robots Case Study at Telefonica O2

In this report, Blue Prism along with the London School of Economics take an in-depth look at the RPA implementation at Telefonica O2, one of the UK's largest telecoms provider, and the benefits they reaped from their use of Blue Prism.

Read the case study

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