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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How a carrier-grade AAA optimizes the network

How a carrier-grade AAA optimizes the network

How a carrier-grade AAA optimizes the network

 

April 12, 2021

 

 

 

Introduction

Customer experience is the key differentiator for operators today, and while there are several other contributing factors such as automated support and digital engagement, one of the best ways to boost CX is by providing a superior network experience. Though often overlooked, successfully modernizing your network means recognizing the role of upgrading the AAA helps alleviate a host of challenges to boost network performance.

Key carrier-grade AAA features that optimize network performance

A modern and robust AAA and policy framework provides features that optimize network resource utilization and boost performance, even with dynamically changing traffic load. These include: 

High availability

A highly responsive AAA server with failover support helps maximize efficiency and ensure 99.999% availability for carrier-grade performance as the network grows.

Powerful scripting engine

A high-performing scripting engine ensures high performance and sub-millisecond latency, and enables operators to write and implement custom authentication and authorization rules in-house.

Noise management

AAA signaling noise is often produced on wireline networks by repeated authentication failures and errors. A robust AAA efficiently mitigates noise issues, instructing disturbing devices to take corrective measures, keeping network performance high. In addition, an intelligent system also enables service providers to easily identify and block malicious attempts to disturb or overburden the network.

Real-time policy control

A modern AAA lets service providers ensure zero revenue leakage, implement mid-session policy changes, deliver bandwidth on demand, and instantly communicate with customers.

Scalability

A stateless AAA stores sessions and data in a centralized database, ensuring that another AAA node takes over if one is down and enabling dynamic vertical as well as horizontal scaling without network downtime.

Rerouting and offloading traffic

A next-gen carrier-grade AAA enables service providers to alleviate network traffic by authenticating and authorizing mobile subscribers who connect from 3G, LTE, or 5G networks and seamlessly offloading them to services such as WiFi for calling or data sessions.

Emergency mode

The AAA can provide a fail-proof backup system to authenticate users if database connectivity is lost by automatically switching to emergency mode, helping prevent service disruption caused by single points of failure.

Automated service restoration

A AAA that enables rapid recovery from system failures or outages helps minimize strain on resources and optimize performance.

Web-based administrative portal

Operators can monitor and troubleshoot issues from a single interface. They can also automatically redirect customers to a self-care portal.

Interoperability

A carrier-grade AAA server that is interoperable with other networks lets operators deploy a multi-vendor network, not only lowering network costs but also boosting performance.

How Alepo AAA transformation optimizes networks

Ensuring a seamless migration is a major consideration for operators when undertaking a AAA transformation. Alepo provides a proven and scalable integration framework with provisioning support using API Gateway, ensuring a zero-downtime migration that does not impact existing integrations or IT systems. Alepo’s NFV-compliant AAA is stateless, enabling five-nines availability, and has an industry-leading benchmark of 36,000 transactions per second (TPS), supporting horizontal and vertical scaling. The highly stable system increases operational efficiency, with centralized monitoring to reduce on-ground staff dependence. Further, centralized configuration management minimizes errors by enabling operators to rapidly and easily configure changes across all AAA nodes. With automated workflows and web-based interfaces, Alepo’s carrier-grade AAA Server enables service providers to create, launch, deliver, and manage services within hours.

 

Begin your AAA transformation journey now: book a demo.

Gayatri Sarang

Gayatri Sarang

Lead Content and Engagement Specialist – Marketing

Gayatri is part of the content and communications brigade at Alepo. Having locked focus on the telecom domain in recent years, she has vast and diverse experience in writing for leading publications. She moonlights as a volunteer urban wildlife rehabber and is a passionate baker.

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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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Telecom Vanuatu Limited begins network modernization with Alepo solutions

Telecom Vanuatu Limited begins network modernization with Alepo solutions

  • Alepo has upgraded the legacy system to its Digital BSS and the latest version of AAA for the operator’s fixed data services
  • The upgraded system supports offers based on fair usage policies, as well as happy hours enabling Telecom Vanuatu to implement free nighttime browsing
  • Telecom Vanuatu’s customers can now easily purchase data add-ons

Friday, October 16, 2020, Vanuatu – Telecom Vanuatu Limited (TVL) has begun modernizing its network using solutions by digital enablement firm Alepo, making significant improvements to its billing, charging, and authentication systems.

The modernization will be carried out in phases, through which TVL intends to digitize and automate its data service offerings on Alepo’s advanced platform. So far, the operator has upgraded from Alepo’s legacy business support systems (BSS) to its Digital BSS, as well as upgrading to the latest version of AAA, for its fixed data services.

The upgraded system supports fair usage policy offers and Telecom Vanuatu has implemented happy hours allowing free nighttime browsing. The operator has also introduced web support using Alepo’s Omnichannel Self-Care for its data-service customers. These customers can now easily purchase data add-ons.

“In our longstanding association with Alepo, they have always proven their reliability as a solutions provider. We were confident in their ability to rapidly deliver key requirements for this upgrade, and they have surpassed our expectations. We are equally excited about their systematic approach to fully digitize our service offerings,” said Thomas Bruce, CTO of TVL.

Vishal Mathur, Vice President – Solution Integration, Alepo, said, “We often recommend phased digitalization to our customers. First, we validate key use cases, allowing the customer to introduce new offers and build digital engagement channels. Then we perform a full transformation, providing advanced capabilities to automate all service offerings across the system.”

This modernization project adds to Alepo’s growing list of deployments in the Pacific Islands. The revenue management software provider has helped transform the telecommunications landscape for several nations in the region, including enabling the launch of LTE in three countries. In addition to digital BSS transformation, its key Pacific deployments extend to carrier WiFi, LTE enablement, data charging, and AAA transformation, among others.

About TVL

Telecom Vanuatu Limited (TVL) was created in 1978 and is Vanuatu’s first provider for landline, GSM, internet, and 4G+ (mobile internet).

TVL is the largest corporate contributor to Vanuatu’s national economy – since 2002, it has paid more than 1.8 billion vatus to the government in fees, charges and taxes. A World Bank study shows that telecommunication prices in Vanuatu are among the cheapest in the region.

TVL has fixed lines on four main islands; Efate, Santo, Malakula, and Tanna, and 85 percent of the population is covered by their mobile network.

For more information, visit tvl.vu

About Alepo

Alepo shortlisted for ETTelecom managed services offerings award

Alepo shortlisted for ETTelecom managed services offerings award

  • The award recognizes the leading managed services provider in successfully managing clients’ IT systems and network infrastructure
  • Alepo has been shortlisted for its Managed Service Offering (MSO) provided to Myanmar’s first 4G and data-only service – Amara Communications Co., Ltd.’s ananda
  • On service expiration, customers will automatically be redirected to the payment portal to increase renewal times
  • Winners will be announced at the ETTelecom Awards 2020 on September 18, as part of a two-day virtual summit
  • The summit will “bring top executives from telecom carriers, technology and infrastructure providers, and regulatory and government officials together to deliberate potential strategies and bottlenecks in India’s digital transformation”

Tuesday, September 1, 2020, AUSTIN – Digital enablement and revenue management software provider Alepo has been shortlisted for the prestigious ETTelecom Awards 2020 in the Best Managed Services Provider category. The core network provider has been recognized for its success in managing the IT systems and network infrastructure of Amara Communications Co., Ltd.’s data service.

The awards aim to “showcase the best telecom products, apps, services, technologies and initiatives” as well as recognizing innovators excelling in network technologies, operations, new implementations, products, and services.

Winners will be announced at the ETTelecom Awards 2020 on September 18, as part of a two-day virtual summit that aims to bring top telecom executives, technology and infrastructure providers, and regulatory and government officials under one roof “to deliberate potential strategies and bottlenecks in India’s digital transformation.”

A leading turnkey solutions provider, Amara Communications Co., Ltd. (ACS) entered the service provider market in 2018 with the launch of ananda, Myanmar’s first 4G and data-only service. Alepo helped the greenfield operator launch the high-speed internet services, first in Yangon and then in Mandalay, with differentiated and personalized offers to remain ahead in these highly competitive markets.

While facilitating rapid service creation and monetization, Alepo also helped build a foolproof business continuity plan to quickly adapt to market changes, ensure zero revenue leakage, streamline business and network IT operations, implement a disaster recovery plan to optimize its network functions, prevent data loss, identify pain points, and provide stopgaps.

Alepo’s Managed Service Offering (MSO) – provided by its always-available technical support team, Global Technical Assistance Center (GTAC) – enabled ACS to drive cost optimization, improve resource efficiency, streamline IT operations, and have a network that’s always up and running. It included hands-on training in managing the system and configuring promotions and plans; enabling POS within the system, saving ACS the cost of purchasing it from another vendor; and sending the MSO team to ACS stores to resolve technical issues.

Alepo continues to assist various ACS teams to ensure they can resolve day-to-day issues. A dedicated GTAC team ensures uninterrupted services by proactively monitoring risks.

GTAC extends instant, multichannel, multilingual assistance to ACS and all customers who enroll for professional and managed services and has a best-in-class ticketing portal. Operational 24/7/365, the ISO 20000-1 2011-certified department is run in-house to ensure quality checks at every level and follows ITIL-aligned processes.

“When we looked at our present as well as future needs, we found [Alepo’s solution] very scalable… As a greenfield operator, it opens a whole new world for the introduction of advanced data services in Myanmar,” said Aye Mya Mya Kyi, CEO, Amara Communications Co., Ltd.

Derrick Gross, President, Alepo, said, “Our internationally renowned GTAC is run by skilled and experienced support professionals and engineers, and we have worked extensively with leading operators globally. Our MSO has helped streamline processes for ACS, and we are thrilled that our work has been recognized by a prestigious body like ETTelecom.”

Read the full case study here.

About ETTelecom Awards
The ETTelecom.com Awards aim to recognize and showcase the best telecom products, apps, services, technologies, and initiatives in India.

The awards also seek to identify and celebrate innovative telecom companies and their inspiring leaders who have excelled in the field of network technologies, operations, new implementations, and innovative products and services.

For more information, visit www.telecom.economictimes.indiatimes.com/ettelecom-awards

About Alepo
Alepo makes next-generation data opportunities a reality, creating advanced software solutions and services that enable global communications service providers to accelerate revenue growth, market share, and business success on fixed and mobile broadband networks. For over a decade, Alepo has been the go-to technology partner for all things data at leading service providers.

Established in 2004, Alepo is a mature technology solutions provider based in Austin, Texas, with a presence in all regions of the world.

For more information, please visit www.alepo.com