• Digital Telco Transformation combines consulting and systems integration services with the industry’s broadest OSS/BSS portfolio, thereby enabling digital interaction
• Allows operators to gain an intimate understanding of their customers, become more responsive, improve satisfaction and address diverse needs on a personalized basis
• Ericsson’s ICT services leadership means the company is uniquely positioned to partner with operators as they embark on the Digital Telco Transformation journey
In order to introduce and monetize the digital information, entertainment, finance and health services that customers want, telecom operators need to adopt a new operating model. To ease the transition, Ericsson is introducing Digital Telco Transformation – an offering that combines consulting and systems integration services with the industry’s most comprehensive OSS/BSS portfolio.
To be considered a digital telco, an operator must provide a consistent experience across all customer interaction channels – ranging from mall-based service centers to the internet. Digital telcos should also be capable of seamless sales, upselling and customer retention – and provide subscribers with the highest possible levels of self-care. Other prerequisites include near real-time service delivery and activation processes, effective and integrated management of data assets from both within the company and external channels, and the ability to provide the highest levels of customer experience.
Telecom Italia Digital Solutions, a member of the Telecom Italia group, has chosen to take this journey. Claudio Contini, CEO of Telecom Italia Digital Solutions, says: “Customer experience and user numbers are the new sources of revenue. More than ever, today, the customer is king. Only by understanding and embracing the need to fundamentally change the way we do business can we remain relevant to our customers.”
Ericsson doesn’t advocate a rigid, one-size-fits-all approach to becoming a digital telco, because it recognizes that each operator is unique. The company takes a holistic approach that begins with helping the operator to define a strategy and goals based on its particular digital ambitions.
Paolo Colella, Vice President and Head of Consulting and Systems Integration at Ericsson, says: “Many operators are aware of the pressing need to transform themselves into digital telcos, but few are aware of the steps required to get there. Only a holistic approach that reinvents the telco operating model can ensure operators avoid major business model disruptions and realize their digital telco vision.”
Claudio Contini agrees: “The first steps are essential. Planning requires a review of the company’s strategic goals, assessment of the current environment and a roadmap based on impacted areas such as people, process and tools – which, combined correctly, will help steer the transformation journey in the right direction.”
As the prime integrator, Ericsson evaluates partners and alliances and helps the operator to determine which activities should be performed in-house, and what activities could be outsourced. Our offering includes consulting and systems integration services to integrate and manage the operator’s IT and network data assets. Leveraging Ericsson’s broad OSS/BSS portfolio, cloud, network functions virtualization and software-defined networking technologies, our experts drive network and IT convergence to foster digital service innovation, marketing and delivery.
Ericsson rethinks IT to build a new stack of solutions that is more efficient than the one it replaces. Processes are put in place to facilitate self-care and provide a consistent customer experience across all channels. By learning from customer actions, we institute a next-best-action paradigm that determines the optimal approach to each individual. Finally, we ensure operator employees have the skills required to meet the needs of digitally savvy customers, and make sense of the massive amounts of data available to the digital telco.
Our long history and telecom leadership means we are uniquely positioned to help operators make the transformation required to become a digital telco. Ericsson is the largest telecom services company in the world, employing 65,000 services professionals based in 180 countries and speaking more than 193 languages. 16,000 of these services professionals are consultants and systems integrators. Together, they deliver more than 1,500 projects every year. Our end-to-end portfolio spans software, hardware and services, with expertise in business case development, enterprise architecture, target operating models, customer experience management, plan to provision, order to cash, and network and IT design.