Telco Digital Strategy

Journey from Communication Service Provider (CSP) to Digital Service Provider (DSP)

With the launch of 3G and 4G/LTE services there has been a significant change in the way people communicate. Users have moved from traditional Voice and SMS services to a more data-centric offering.

Today’s ever connected users have access to unique and innovative digital experience which is driving the need for the operator to offer similar or even better next generation experience for their customers. A few years ago to call someone, you just picked up your phone, dialed a no. and paid the operator charges. But today's consumers have multiple choices on how they communicate via text or voice and most of these services are completely free due to rise in OTT

With digital strategy CSPs will be in a position to innovate on driving sales, up sell and cross sell to customers based on their usage by delivering innovative and personalized services, proactive customer management and most importantly driving customer retention for the operator.

A Digital Telco goes beyond the convergence of networks and services, it involves changes in ways Operators interact with their customers, use of Analytical intelligence and reinventing business processes while keeping customers at the center of it all and most importantly staying relevant to customers.

Five pronged strategy to become a True Digital Telco:

1. Build a new Customer Digital Experience

2. 360o Omni-channel Customer Care

3. Big Data Analytics

4. Reinventing Business Processes

5. Virtualized Solutions

Build a new Customer Digital

To be considered a digital Telco, an operator must provide a complete and unified customer experience across all customer interaction channels such as retail, service setup, customer care and self care portals.

Big Data Analytics

The Global Mobile Data traffic is expected to increase tenfold by 2019, with more connected devices and apps. Operators do not have such deep pockets; to cater to this level of traffic and subscriber personalization. This is where analytical intelligence as a tool helps in increasing revenues and helps in reinventing business processes for the new age Telco.

With advanced analytics operators can offer Real Time Contextual Offers which is all about sending the right offer at the right time to the relevant end user on which they can act immediately.

Reinventing Business Processes

Rationalizing different layers within different O/BSS components be it Network Planning and Maintenance, Billing or Network Operations or Customer and Marketing Management. Eliminating or optimizing layers within the system will help operators speed up their process and reduce business