Telecoms organizations face challenging change drivers. They must deliver exceptional customer experience, reduce costs, and monetize new 5G services. Learn how digital workers are helping telecoms operators roll out and scale up 5G, how intelligent automation is making telco customers feel valued, and how telecoms providers are reducing time to repair.
Telecom operators are facing increasing challenges in the digital era. They must compete to offer affordable, uninterrupted, and innovative services, while improving the overall customer experience.
New technologies such as 5G represent a fundamental shift in the telecom industry and an enormous potential for new service offerings for customers and businesses. From mobile shopping using augmented reality, to automated manufacturing plants, to smart city deployments that connect traffic lights, parking meters and connected cars, each of these advancements will place new demands on bandwidth, customer support, and service delivery.
With 5G come higher expectations from customers and significantly more data, user subscribers, and bandwidth demand. It is important for telecoms to prepare for this scale so they can meet the higher expectations of customers and achieve their revenue goals. Blue Prism's intelligent automation helps Telecoms prepare for these changes. Intelligent automation will allow Telecoms to realize the revenue benefits, the speed and efficiency when deploying, and the agility when scaling 5G.
In order to maximize market growth opportunities and new revenue streams associated with 5G, telecoms will need to create new business models to monetize 5G and evaluate other 5G advanced technologies such as voice-assisted technologies, IoT, and the connected car and home.
While carriers focus on upgrading their networks to 5G, many back-office processes — if not also upgraded — will soon become a costly bottleneck.
Traditionally, call centers primarily handled incoming phone inquiries. But today’s omni channel contact centers now manage huge volumes of inquiries via email, live chat, text, and sometimes even social media channels, including Facebook Messenger. Many contact centers are under constant pressure to provide the highest and most efficient levels of service. However, multiple legacy systems, high attrition rates, training and retraining costs, and scalability make this a challenging goal.
Intelligent automation in contact center significantly reduces the time required to identify the customer and perform repetitive activities within a multi-channel environment. As a result, telecom operators can improve CSAT scores while increasing employee retention. Together provide competitive advantage by reduced cost and increased digital customer experience.
It’s no secret that operational complexity keeps operating costs high for telecoms. Like many businesses, telecoms operate multiple lines of business and have many legacy processes that are different from department to department. As a result, back-office functions tend to operate in silos and have different processes and regulatory requirements.
The standardization of processes helps to reduce operating costs, and intelligent automation plays a significant role. There are many traditional departments that are prime candidates for intelligent automation, including Finance, IT, HR, Supply Chain and Procurement. The goal of any telecom is to keep operational costs down while driving revenue. Applying intelligent automation to these back-office functions is a great place to start.
Telecom operators need 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 business-relevant tasks.
Digital workers piloted by IT can handle the configuration and activation of new network elements, saving field engineers time and resources.
Automate the auditing of security threats such as malware by assigning a digital worker to run an audit process that assesses the impact of the threat and provides a resolution to it.
By automating the measurement and monitoring of SLAs and network usage management, telecom companies are better positioned to plan for future network optimization.
Intelligent automation is delivering true business value and rapid ROI to contact centers throughout the world.
Customers expect better, faster, and more personalized service than ever before. With a 360° view of the customer available in seconds, agents are able to deliver a personalized experience that results in customer retention and revenue growth.
Ready to see how much impact automating your contact center could make?
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