With the growing technologies like IoT, there is a significant increase in connected devices globally. Technologies like 5G will even boost the speed and number of connected devices and users. According to the US edition of Deloitte’s 2018 Global Mobile Consumer Survey, 37 percent of respondents now have unlimited data plans—up from 25 percent in 2017. The surge in the users has provided steep growth to the telecommunication industry.
But with increased customer expectation and competition, telecom companies need efficient and faster operations. Integrated Robotic Process Automation (RPA) technology can help telecom companies provide a superior level of service. RPA can reduce manual error and turn-around time in processes like customer support, billing, invoice processing, and document verification, and so on.
Top Challenges in Telecom Industry
Telecom is a very price-sensitive industry. Telcos are facing competition from all directions like other telcos, messaging apps, VOIP services, which force to lose on margin to stay competitive.
High Operational Costs
Telcos have to invest a lot in support centers, marketing, technology, back-office, which increases the cost of operations and lower margin.
Being a highly competitive market, customer experience plays a vital role in success. To provide support with less TAT and superior quality, telcos invest in quality manpower and infrastructure.
From slow 2G networks to 20 GBPS superfast 5G network, the telecom industry is ever-evolving. Telcos need to upgrade to newer technologies to provide better and faster service.
Telcos adapted to multiple systems over the years for different products and services, but not all of them integrate together creating, data silos and complex processes.
How AutomationEdge RPA can Empower Telecom Industry
Simplified Data Entry
With OCR technology, RPA can help automate back office data entry process end-to-end from reading paper-based form data to entering in different systems. This helps in reducing the error rate and TAT.
Delightful Customer Experience
ML & NLP capabilities enable RPA to understand the customer query in natural language and provide appropriate answers from the past data reducing customer wait time. RPA can also help in auto-assignment of queries to respective team avoiding customer frustration.
Improve Network Uptime
RPA can predict and detect possible network issues when connected to different systems to avoid network downtime and improve customer experience. It’ll also help the support team to stay updated with the latest issues in real-time to provide actual cause to customer and resolution time.
Forecasting and Decision Making
Telcos receive reports in different formats from disparate systems. RPA can integrate with different systems to analyze data and provide a report in minutes instead of hours when done manually. This improves accuracy and helps in faster decision making with the latest possible data.
Telcos work with multiple vendors, which generate 1000s of invoices to process. RPA, when integrated with systems, can process invoices by checking details with purchase order and entering into the systems if correct. This saves 90% of the time and issues due to manual errors.
Benefits of RPA in Telecommunication
Smarter and faster customer support
Reduced network downtime
Faster and more accurate decision making
Reduced error and time in the back office and mundane tasks
More accurate processing and invoices and thus faster payments
Integrated systems improve reporting and information availability