Digital service providers (DSP) need to embrace “intelligent operations” as one of the key differentiators, by adopting and implementing automated solutions that incorporate cognitive automation, AI and machine learning, which are the critical dimensions of the “digital mindset”
The rapid pace of digital disruptions have transformed data and information into core business assets that need to be leveraged to gain insights and value realization and are critical enablers of the information age towards monetization in the era of digital connectivity.
At a time when communications service providers (CSPs) are facing growth challenges such as a revenue shift from voice and messaging services towards data services along with increased competition from other emerging OTT players, the need to accelerate digital transformation has never been greater. Telecom operators are at the crossroads, with the choice to adopt digital models and modes of operation, enabled by highly integrated and automated operational and business systems, or risk becoming commodity providers in the very ecosystem they helped create.
CSPs are facing multitude of challenges ranging from improving customer experience to optimizing their operational costs leading to the constant prerogative to explore and embrace the latest technology to serve their customers in a better way, while at the same time, offer their services in a cost-efficient manner.
Digital transformation is necessary since legacy BSS/OSS that have been the driving force of the telecoms industry for decades are incapable of handling the demands for newer data-centric services. The legacy generation systems are not geared to offer innovative, seamless experience to consumers. Digital transformation presents a great opportunity for telecom businesses to structurally change for the better. It gives an opportunity to boost profits, capture new markets, rebuild market positions and revitalize business systems. Service providers need to embrace new business and revenue models as well as a customer-centric digital operating model, leaving behind traditional operating models and siloed IT (OSS/BSS) legacy systems; to embrace the journey from CSP to DSP.
CSPs are not finding it easy to manage this shift to next-generation IT or on to effectively leverage the new and existing systems across different IT domains and delivery modes. New digital services require a lean, flexible and open environment that allows faster service design and systems and streamlined processes that can deliver innovative on-demand services. To support this change, CSPs will need to implement high levels of automation and make effective use of advanced analytics tools to ensure digital transformation of their operations.