Every company in every industry depends on connectivity. Telcos are getting out in front of demand by upgrading to 5G, improving wireless and Bluetooth services, and providing reliable internet connections for their customers’ growing portfolio of business-critical cloud services. To thrive in a competitive sector, telcos need to offer high speeds, low latency, and high availability.
APPLICATION DEVELOPMENT
Telcos are seeing good demand for IoT solutions designed for remote monitoring of equipment and infrastructure—a new revenue stream. By combining remote monitoring with AI/ML, telcos have the basis of a predictive or preventive maintenance service. Growth in the number and variety of connected consumer and industrial devices makes cybersecurity a larger concern. Cybersecurity needs to be designed into applications from the outset to detect and prevent attacks, protect resources, and quickly mitigate any damage.
USE CASE
Telecommunications providers are using advanced analytics and robotic process automation (RPA) to increase operational efficiency, improve the customer experience, and develop new products and services. For example, AI/ML-based applications appeal to customers interested in predictive maintenance, network maintenance, customer service, and security assessments.
WORKFORCE OPTIMIZATION
Enabling the workforce to serve more customers using a greater variety of services requires ingenuity. For example, telcos can meet customer expectations for prompt service and first-call resolution in the contact center with automated workflows and AI-powered chatbots. Outcomes include increased customer satisfaction, less churn, higher worker satisfaction, and better cost control.
