Top 5 business benefits of digital transformation for telecom

Top 5 business benefits of digital transformation for telecom

Top 5 business benefits of digital transformation for telecom

 

May 06, 2021

 

 

Introduction

With declining revenues from traditional services, the growing threat of OTT players, and customers swiftly embracing a more digital lifestyle, operators need to keep reinventing themselves by offering new and differentiated services to their customers. Digital transformation is key to this reinvention, which means the ability to offer advanced services through delivery channels preferred by customers. Plus, it enables operators to improve efficiency by streamlining their business processes, further improving revenue through reduced operational costs. Digital transformation is a massive undertaking for any telco, demanding considerable investment, in terms of resources, time, and of course, money. Often, it takes years for an operator to transform their infrastructure and processes. What decides the success of this undertaking is knowing where to begin and investing in key focal points that will bring visible changes to the network.  In our experience of facilitating network modernization projects around the globe, we’ve found that telcos gain immediate benefits after a successful BSS transformation, even when they choose to roll out in phases and reinvest as they derive ROI.

Top five benefits of digital transformation

In planning a digital transformation, make sure the solution you deploy will produce these benefits:

Transforming the customer experience

Digital transformation means enabling a digital lifestyle through a host of next-generation services, including the advancement to 5G. From smart homes, smart buildings and cities, to autonomous vehicles and industrial IoT applications in manufacturing, telcos will be able to harness the full monetization potential of the next-gen network through unique and differentiated services. In addition to improving CX by supporting advanced service offerings, digital transformation is also meant to enhance customer relationship management through increased engagement, more cross-selling and up-selling opportunities, consistently evolving offerings to keep pace with changing customer needs, and ensuring swift and seamless issue resolution. A modern BSS transformation includes CX-focused features such as:
  • digital CRM to serve as a unified 360-degree platform to manage all customer interactions
  • digitized customer journeys, including digital onboarding, electronic KYC, and more
  • interactive omnichannel self-care with integrated chatbots for social media platforms to ensure your customers can engage with you 24x7x365, making them self-reliant to solve problems quickly and efficiently, and granting more control over their accounts
  • personalized and innovative rewards programs to build customer loyalty and brand differentiation throughout the customer life cycle
  • contextual plans for different customer segments based on their location, usage needs, and more

Accurate data-driven insights

One of the key benefits of digital transformation is gaining access to key data insights to continually measure the pulse of your customers and modify not only plans and offerings, but also your long-term business strategies and goals. Effectively using Business Intelligence (BI) insights improve ROI and revenue. A next-gen digital BSS platform provides granular and customizable reports for advanced customer segmentation. Using the data from these reports, you can create personalized and relevant offerings, improve plan pricing, and build loyalty.  Further, these insights help in creating targeted advertising to not only promote your own offerings but also for third-party sponsorship opportunities.

Innovations due to collaborations/partnerships

How does digital transformation help keep pace with competition from OTT services such as social media and chat platforms? Customers have far more engagement with these platforms as compared to traditional service providers, and digital transformation helps up the customer relationship game by forging cross-industry partnerships for a host of OTT services that directly engage the customer. Network modernization solutions enable these services to be integrated with the telco’s offerings, meaning that the telco can ensure end-to-end management of the services by maintaining control over them and providing a holistic customer experience. Transforming your network means creating new revenue streams by integrating a modern partner management solution that facilitates these partnerships while managing a large number of connections (think IoT ecosystem), massive amounts of data consumption, use cases requiring ultralow latency, and more. (For more on these partnerships as we move forward in the 5G era, read our blog, How partnerships are the key to 5G success for telcos.)

Agile and virtualized network environment

Digital transformation makes it possible to continually adapt to evolving market demands by responding swiftly with new and innovative services by creating an agile network environment. More agility means faster response time, helping telcos stay ahead of their competitors. An agile network environment is virtualized, replacing traditional hardware through the implementation of Network Functions Virtualization (NFV) and employing a software-based approach to running various traditional network functions. Modern BSS transformation solutions are NFV-compliant and cloud-native, helping telcos reduce operational costs, improve agility, lower OPEX, reduce costs by avoiding constant and expensive hardware upgrades, and support various next-gen use cases even before they fully transition to 5G. Earlier generations of networks, including 4G, did not serve as many use case demands as 5G. 5G caters to use cases that require more speed, latency, reliability, efficiency, throughput, and other needs. Catering to these dynamically changing needs, and handling more traffic load than ever before, demands a virtualized network environment. Taking a cue from the enterprise success of agile virtualized environments, more and more telcos are moving towards a virtualized core network. With more standardization as well as network-agnostic software, modern deployments are more agile.

Automated processes and faster sales conversions

Automating workflows and processes helps reduce operator dependence on staff, lowers the risk of errors caused by manual intervention, and helps keep operational costs low. Digital transformation integrates automation at all levels and in all processes. This includes automating sales processes to reduce workload, save time, and lower OPEX on creating workflows, sending emails, setting up alerts and notifications to track the sales pipeline, and more. It helps streamline the entire sales life cycle, centralizing all day-to-day operations, capturing leads, organizing customer databases, ensuring quotations are sent on time, interactions are prompt, and managing the sales pipeline. Here, too, leveraging data through the use of advanced analytics helps improve the sales process, forecast sales, identify the most lucrative lead sources, and more. The result: improved sales conversions, both in terms of time and volumes.

How Alepo can help in your digital transformation journey

Alepo been instrumental in digitalizing telecom businesses around the globe has emerged as an industry-leading solution provider to drive revenue through network modernization and digital transformation projects. Its next-gen products and solutions are the result of ongoing R&D efforts to employ the latest technologies and meet dynamically changing market demands. Alepo’s 5G-ready Digital BSS along with its 5G Core and other cloud-native solutions helps CSPs constantly innovate their service offerings, facilitate business automation, accelerate network performance, drive profitability, and reduce costs on fixed and mobile broadband networks. Its 365x24x7 global technical assistance center (GTAC) further ensures that operators can maintain highly available networks, competitive differential advantage in their target market with timely feature enhancements, and a high customer satisfaction index with proactive network monitoring and quick issue resolution. Looking to transform your service offerings, business processes, and customer experience? Drop us a message and we’ll get in touch.
Pankaj Garg

Pankaj Garg

Associate Director, Product Management

Pankaj Garg is a telecom and FinTech expert with over 15 years of experience in the software industry. Handling digital BSS offerings is among the many hats he wears at Alepo. Always up to speed with the newest advancements in the products he handles, he takes it slow only when he’s road-tripping across India to discover new places.

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Peru’s Orocom S.A.C. to deliver FTTx rural broadband with Alepo Digital BSS/OSS

Peru’s Orocom S.A.C. to deliver FTTx rural broadband with Alepo Digital BSS/OSS

  • Orocom S.A.C. is a system integrator delivering fiber access and transport networks in several regions of Peru, as part of the Regional Projects for Broadband Installation for Integral Connectivity and Social Development for Junin, Puno, Moquegua and Tacna.
  • Alepo will deploy its high-performance Digital BSS/OSS and Network Management System (NMS)
  • The deployment will enable centralized and remote management of the network
  • The project is scheduled for a September launch

Tuesday, April 20, 2021, Peru As part of its connectivity projects for rural development of ICT, leading telco Orocom S.A.C. (Orocom) has partnered with digital enablement solutions provider Alepo for a BSS/OSS and Network Management System (NMS) in the regions of Puno, Junín, Tacna y Moquegua. Alepo’s solutions will facilitate Orocom to improve efficiency by centrally managing various devices and components in the network.

Set for completion in September, the project will enable remote administration of the entire network with the monitoring of thousands of sensors, devices, and actuators. This network optimization solution will improve Orocom’s quality of service across its access and transport network sites and bring new high-speed connectivity to underserved regions, including over 600,000 citizens, 1,097 state-run school premises, 559 health facilities, and 70 police units.

The solution’s advanced reporting (OLAP) capabilities will enable Orocom to create reports and graphs based on customer profiles, plans, subscriptions, usage, operations, tickets, inventory, service orders, and more. In addition, Alepo’s Omnichannel Self-Care will offer subscribers a personalized and interactive on-device experience, through which Orocom can enable them to view account details, invoices, payment receipts, usage history, and more.

Alepo’s integrated product suite includes CRM, Product Catalog, Order Management, and Billing modules with powerful microservice architecture. In combination, these modules will manage the entire workflow, from the points of sale (POS) and order confirmation to receiving payments from subscribers. This architecture will enhance flexibility, responsiveness, and efficiency while integrating with external systems to deliver a powerful end-to-end experience.

Juan Espinosa, Director LATAM at Alepo, said, “We are excited to partner with Orocom and help them introduce new high-speed broadband access to rural areas of Peru with our BSS/OSS and network monitoring solutions. Orocom’s goals with this project are core to our mission and we’re looking forward to a long and successful relationship.”

About Orocom S.A.C.

Founded in 2018, Orocom S.A.C. is a telecommunications company responsible for developing connectivity projects in the Puno, Junín, Moquegua and Tacna regions, after being awarded the Regional Projects for Broadband Installation for Integral Connectivity and Social Development for those regions. These projects have been awarded by the Ministry of Transport and Communications (MTC) and their monitoring is in charge of the National Telecommunications Program (Pronatel).

About Alepo

Alsard Fiber and Cellnet partner with Alepo for digital BSS and affiliate management

Alsard Fiber and Cellnet partner with Alepo for digital BSS and affiliate management

  • The project will benefit the two service providers’ ADSL, FTTH, WiFi broadband networks
  • Alepo will deploy a billing system with advanced security and automation features to stop existing revenue leaks
  • The billing system will include centralized affiliate management to streamline processes
  • Customers will have access to web and mobile self-care, reducing their dependence on physical stores and points of sale
  • The solution will also support Alsard Fiber in launching and monetizing public WiFi services, which it intends to introduce in the near future

Thursday, December 17, 2020, AUSTIN – Alsard Fiber and its subsidiary Cellnet are set to modernize their networks using a multi-tenant solution from digital enablement and revenue management software provider Alepo. The solution will include a centralized billing system with automated security features for zero revenue leakage, centralized affiliate management, and web and mobile self-care, as well as the capability to launch and monetize public WiFi services in the future.

Simplifying and streamlining the management of affiliates, Alepo’s digital BSS will benefit wholesale service provider Alsard Fiber’s growing list of broadband clients, which currently includes 15 affiliates and over 1,000 resellers. The same benefit will also be extended to its sister company Cellnet’s FTTH and ADSL resellers. While affiliates will enjoy a faster and more seamless digital experience, the service providers will be able to lower operational costs, improve revenue, and optimize resource utilization.

The two companies will be able to prevent revenue loss caused by erroneous billing through enhanced security features that their existing system is unable to provide. Alepo’s system offers increased security against hacking and eliminates manual data inputs to minimize errors.

Cellnet’s subscribers will have access to web and mobile self-care to recharge their accounts, change their plans, log complaints about any issues they face, and more.

Alepo will deploy its Digital Business Support System (BSS) with billing, CRM, affiliate management, and mobile and web self-care, as well as its scalable AAA application to enable the service providers top performance with growing subscriber counts and usage demands.

Alsard Fiber also plans to introduce public WiFi in the near future. Alepo is deploying its WiFi Service Management Platform (SMP) to launch and monetize these public hotspots with various paid and free use-cases such as bundled ISP packages and sponsored data with advertisements.

“We knew we needed to upgrade our system when we pinpointed certain discrepancies in billing that were causing revenue loss. Further, we currently maintain each of our affiliates in a different server. Alepo’s centralized billing system will ensure more secure and efficient processes and streamline affiliate management, helping us meet our true revenue potential. Alepo’s digital self-care platform will enable us to empower our customers with web and mobile options, so they no longer need to visit resellers or points of sale in person,” said Firya M. Ali, Chairman and Owner of Alsard and Cellnet.

Vishal Mathur, VP-Solution Integration, Alepo, said, “We’re pleased to partner with Alsard Fiber and Cellnet to help improve their network as they digitize their self-care to empower customers. From the network aspect, our solution is designed to iron out the existing system’s vulnerabilities and will result in improved revenue. The centralized platform will enable Alsard Fiber and Cellnet to streamline affiliate management, ensuring faster and more efficient processes that will lower operational costs.”

The project is underway and is expected to be complete within an accelerated timeframe.

About Alsard Fiber

Founded in 2007, Alsard Fiber is a leading wholesaler of IP services in all regions and provinces of Iraq. Working with leading IP providers in Europe and using fiber optic technology, Alsard Fiber delivers the highest possible quality of service. The IP from Europe is delivered via two separate redundant routes. Customers are offered a dedicated symmetrical bandwidth, not shared capacity. Alsard Fiber has a team of IT experts who provide 24/7 technical support. All Alsard Fiber’s customers can benefit from Dedicated Internet Access (DIA), Dedicated Redundant Line for backup purposes, 24/7 technical support, and no filtering, monitoring, or censorship.

For more information, please visit http://www.alsardfiber.com/

About Cellnet

Cellnet was founded in 2006 as the first commercial Internet Service Provider (ISP) in Iraq-North/Sulimanyah city. It played a major role in building internet infrastructure in Iraq/North, earning the company a reputation for providing fast and stable internet access and innovative solutions for their individual as well as corporate customers.

For more information, please visit http://cell-net.net/

 

About Alepo

Top six ways AI and CX automation revolutionize telcos

Top six ways AI and CX automation revolutionize telcos

Top six ways AI and CX automation revolutionize telcos

14th of December 2020

The evolution of CX

It’s no secret that customer experience (CX) is emerging as the key differentiator for service providers: a Gartner study reports that over two-thirds of marketers say their companies compete primarily on CX. And two modern technologies are facilitating richer and more advanced CX than ever before: artificial intelligence (AI) and automation.

AI is used to mimic human intelligence in responding to situations and conversations. Automation, on the other hand, enables repetitive tasks to run with limited to no human intervention through preset programming. AI and automation, along with customer insights, enhance a telco’s capability to deliver an intelligent customer experience. This powerful combination also revolutionizes the way telcos interact with customers, facilitating them to monitor, track, and manage the customer experience 24x7x365. Artificial intelligence helps operators analyze complex customer behavioral patterns and offer contextual services, plans, and content, whereas automation accelerates these personalized offerings.

Customer care processes have drastically eased with the help of modern, automated, AI-based omnichannel self-care, enabling instant query redressal anytime, anywhere, and on a host of convenient platforms. NLP-based bots and emotional AI can even gauge customer emotions and moods in real-time, enabling personalized support that mimics human responses.

How AI and CX automation transform a telco’s offerings

1. Automated support

A telco’s support and self-care offerings are a major factor in influencing CX. Customers today are less inclined to contact call centers or visit physical stores for support. Instead, they prefer having more control over their accounts to resolve their own issues – using the platform and language of their choice. More telcos are turning to AI technology to improve customer engagement by automating self-care and support offerings. In fact, Servion predicts that, by 2025, AI will power 95% of all customer interactions.

AI chatbots are available for a host of platforms, including web and mobile apps, voice assistants such as Alexa and Cortana, and social platforms like WhatsApp, Skype, Facebook, Twitter, and more. Having steadily gained popularity, they offer a direct and instant link between customers and the operator. Available round-the-clock, they help customers bypass long wait times to speak with CSRs and avoid lines at physical stores. AI chatbots mimic the experience of interacting with a human agent, understanding the customer’s sentiments and responding accordingly.

Chatbots also offer many benefits to service providers. They reduce burden on support staff at stores and in call centers. All interactions are recorded for operator analysis to improve future offerings. And using machine learning, the bots continue to become “smarter” at responding to customer queries, further reducing resolution times and improving CX. Moreover, AI assistants are also good at cross-selling products.

2. Personalized recommendations

AI helps target the right subscriber or group of subscribers at the right time using an in-depth analysis of customers’ past actions, preferences, and needs, which are collected in the form of data and algorithms. It is a powerful tool that encompasses a variety of statistical techniques to evaluate customers’ future actions, making it easier for telcos to showcase products and services that exactly match customers’ requirements in real-time. Operators capture buying preferences and complete historical data, which is then processed using advanced analytical tools to create targeted contextual offers.

AI empowers marketers to design custom campaigns and promotions based on customer preferences and behavior instead of applying a one-size-fits-all strategy. The predictions equip service providers to be future-ready to monetize offerings and respond efficiently to changing market dynamics, helping them not only offer relevant products to the customer but also to manage the supply chain more efficiently as they modify their offerings. This helps boost customer satisfaction and reduce churn while increasing ARPU, facilitating cross-selling and upselling, and more.

3. Omnichannel experience

A digital-first approach that empowers customers with more than just support through multiple channels, an omnichannel experience consolidates all customer interactions and history on a single converged platform. Using AI as part of a cohesive engagement strategy enables a seamless CX, empowering customers to engage with the service provider no matter what device or platform they use. It enables operators to enhance support offerings, reduce resolution times, and improve CX. AI can be integrated with support to offer insights on customer interactions across channels – insights that CSRs can be granted access to, helping reduce response and resolution times, lessen the burden on CSRs, and boost CX.

4. Automated digital onboarding

Customers today increasingly prefer signing up for new services online rather than visiting a store, even more so considering pandemic-related social distancing norms prevalent in many countries. From order to delivery, the entire process of purchasing a new connection can be automated, assuring customers of a quick, easy, and paperless process using the web, mobile, or any other digital channel of their choosing. Digital onboarding solutions help capture key customer information, documents, biometrics, and more, verifying this information in real-time using for secure onboarding.

5. Delightful innovations

Customers expect a constantly advancing service provider who keeps up with technologies to make their life easier. With the widespread adoption of tools like chatbots and voice assistants, it’s only natural for telcos to keep pace and delight their customers with new and useful technologies driven by AI and automation. One such advancement is voice and speech recognition technology, which has meant that customers can clear their bills using voice-activated payments. The process is automated, and PCI-compliant systems assure the cardholder that their payment data is protected. Operators can offer secure round-the-clock services for customers who prefer to call and speak rather than pay online.

6. Instant satisfaction

Automation streamlines the purchase cycle for customers, easing buying decisions and payments to accelerate turnaround. Fully automated background processes use mature workflows or Robotic Process Automation (RPA) to enable instant service and, by reducing human intervention, eliminate the possibility of manual error. This enables operators to deliver the instantaneous support and service that customers demand today.

Alepo’s role in boosting CX

At the forefront of digitization, Alepo provides an industry-leading Digital Business Support System (BSS) integrated with AI-powered modules and automated processes. The BSS suite includes Omnichannel Self-Care with NLP-based AI chatbots, advanced BI reports and analytics, workflow automation in all modules such as interconnect and wholesale billingdistributor managemententerprise management, and much more.

Pankaj Garg

Pankaj Garg

Associate Director, Product Management

Pankaj Garg is a telecom and FinTech expert with over 15 years of experience in the software industry. Handling digital BSS offerings is among the many hats he wears at Alepo. Always up to speed with the newest advancements in the products he handles, he takes it slow only when he’s road-tripping across India to discover new places.

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Eswatini Mobile overhauls and modernizes network with Alepo digital transformation

Eswatini Mobile overhauls and modernizes network with Alepo digital transformation

  • Using Alepo’s Digital Business Support System (BSS) and PCRF, the service provider has overhauled its network and introduced new advanced offerings
  • Alepo executed its digital transformation remotely, in phases, and within rapid time constraints
  • Alepo’s systems have solved network disruptions caused by legacy vendors and improved network availability
  • The operator will also enable 24×7 customer support using Alepo’s omnichannel self-care platform

Wednesday, November 4, 2020, AUSTIN – Eswatini Mobile, a leading service provider in the Kingdom of Eswatini, has modernized its network using digital enablement software solutions provider Alepo’s Digital Business Support System (BSS). The new platform enables the operator to introduce a host of advanced prepaid and hybrid LTE plans, digitize customer experience with a modern web and mobile self-care, and fix network outages that were impacting its voice and data customers.

Eswatini Mobile’s legacy systems were causing network outages, making an urgent transformation necessary to improve customer experience. With Alepo’s BSS transformation, Eswatini Mobile has upgraded from its legacy multi-vendor setup to a single platform for all BSS functionalities. Along with the BSS, Alepo has deployed its PCRF, interconnect billing, roaming, self-care, and other modules. Under strict timelines, the entire project was deployed rapidly and remotely, in keeping with ongoing pandemic-related travel restrictions.

The platform has enabled Eswatini Mobile to offer its customers the flexibility of choice, having introduced prepaid as well as hybrid or cyclic prepaid plans that enable different tariffs to be applied based on peak and off-peak times of the day. The operator can now also manage dunning actions and has already seen a reduction in outstanding payments.

Eswatini Mobile now has access to business intelligence reports facilitated by the advanced analytics module, enabling targeted promotions and personalized plans and offers based on individual customer needs.

Alepo has also provided its web self-care and mobile app, which will enable Eswatini Mobile’s customers to access 24x7x365 support. In addition to facilitating swift issue resolution, it will also offer customers more control over their accounts, empowering them to view and manage their plans and data usage.

“Our primary objective is to offer superior customer experience and we’re consistently working on improving our services to meet our customers’ needs. Alepo’s phased approach to digital transformation has helped us bolster our network and services without disruptions. We intend to introduce a host of advanced and innovative plans in the future using the Alepo platform,” said Genius Sihlongonyane, Chief Information Officer, Eswatini Mobile.

Sihlongonyane added, “Our key business drivers for this project were migrating to a converged platform to ensure consistent support, and switching to an on-premise set-up to reduce network disruptions that we faced with our legacy system as it was offsite. We’re already seeing improvements in our processes as Alepo’s Digital BSS provides many automation features, improving our network availability and customer experience.”

Sameer Bhuttoo – Director of Africa at Alepo, said, “We share Eswatini Mobile’s vision to strive for the best customer experience and are happy to be their digital transformation partner. Alepo’s subscriber migration was completed in record time, and we look forward to working with Eswatini Mobile on further enhancements, optimizing processes, and ushering in a new network experience for their subscribers.”

 

About Eswatini Mobile Ltd.

Eswatini Mobile Limited (formerly known as Swazi Mobile Limited) was set up as a Special Purpose Vehicle (SPV) to apply for a license to build and operate a mobile telecommunications network in the Kingdom of Eswatini. The service provider offers a range of prepaid and postpaid voice and data services including roaming plans.

For more information, please visit https://swazimobile.com/

 

About Alepo