Digital Transformation for Telcos: A Business, IT and Network Vision for the Future
The latest issue of Comarch’s Telco Review magazine focuses on a phrase that is on everyone’s lips – digital transformation.
It’s a term that the telecom industry has been talking about for some time. Yet, while mobile internet has given consumers the possibility to have everything instantly, communication service providers haven’t kept up with digital transformation in the telecom industry. This is changing – as indeed it must; within three years, the Internet of Things and M2M will increase the number of “telecom customers” tenfold. And, because of the nature of these technologies, those customers will mostly be devices of one kind or another.
Automating processes and increasing business agility are the main goals in most telecom digital transformation projects. Tools such as self-service portals and omnichannel commerce and care solutions are the next most common aims, arising from an understanding of the need to empower increasingly demanding customers who want high-speed mobile Internet and convenient shopping for digital services without the need to contact a customer service agent.
Laid out in black and white, these goals look straightforward. But it takes time to transform a business and associated IT in order to meet those expectations.
For CSPs, this means implementing omnichannel, sales and marketing solutions to ensure a seamless customer experience that simultaneously allow them to analyze customer data in real time and make personalized offers – all in a way that is open to collaboration with partners and allows them to offer unique digital services that differentiates them from their competition.
SDN/NFV technologies and SON (self-organizing networks) take the lead from the network perspective. Mobile Internet is driving ongoing efforts to speed up networks, with IoT services requiring support from appropriate network resources and configuration and individual users’ needs for capacity increasing every year.
BSS/OSS systems also have a major role to play, offering re-usable components and a reduction in the number of IT tools required. With certain elements (service blocks, product offers, processes and software) re-usable across multiple geographical regions, CSPs are able optimize costs and save a significant amount of time. In short, telecoms companies are seeking to consolidate and simplify the multiple software stacks they have built over the years, so they can support new business processes (such as omnichannel) and network technologies (SFN/NFV), and gain the speed and agility that they now require.
It’s clear that the many and varied aspects of a CSP digital transformation, demand of telecos a clear vision for their #MoveToDigital in business, network and IT. The latest edition of Telco Review Magazine presents the digital transformation best practices to help you make just such a plan!