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Why do telecommunications companies need automation?
The volumes of information that a telecommunications company has to handle are enormous. In addition to the millions of customers they can have - with different modalities (internet, landline, mobile...) -, all the management of their operations, infrastructures, installation and technical service subcontractors, etc.
Coping with this explosion of data requires the support of technology that eliminates manual processes and allows us to address certain tasks that, if left solely on people, would be totally impossible to carry out. RPA technology helps to optimize all this management, helping telecommunications companies to embrace the era of big data in all its dimensions and scope, with the improvement of efficiency and the associated cost savings.
How Automation Is Helping the Telecom Industry
· Optimization of workspaces. Searching for customer information is one of the most time-consuming tasks for agents of a telecommunications company, making their daily lives a little more ungrateful. Thanks to RPA technology, this information can be recorded and indexed automatically, simplifying your search and viewing it at a glance. In this same sense, process automation can also help to speed up the performance of workers in certain environments, such as an operator's call-center, balancing the workload between agents in an unattended manner, making a better distribution of it.
· Efficient data flow. One of the great challenges faced by telecommunications companies is the consolidation of data from the most diverse sources of information. Performing this task in a manual way will end up slowing down the processes that require that information, and what is worse, increasing the possibility of errors in the entry of the data or the absence of a part of it. The deployment of RPA technology helps maintain these unique repositories of information, either locally or inDatalakes in the cloud, also eliminating information silos that hinder operational efficiency.
· Reduced risk of data breaches Because of the information it handles, the telecommunications sector is subject to strict privacy and personal data protection regulations. As we have seen before, RPA technology can automatically classify all types of documents, even unstructured, thanks to the incorporation of Artificial Intelligence (AI), but, in addition, it is capable of controlling and tracing access to information, automating alerts in case of non-compliance with any of the security policies.
· Network monitoring automation. The incorporation of the Internet of Things (IoT) has brought extraordinary benefits to operators, who no longer need to transfer technicians to check the operation of their facilities and can even anticipate breakdowns. Monitoring the amount of information that these sensors send is simply not feasible for a human team. That's where RPA and Machine Learning come into play, capable of processing information, identifying patterns of abnormal behavior and warning the corresponding department of this to minimize the impairment in the quality of the service provided.
· Managing collaborative teams. After the pandemic, teleworking has gained a lot of weight, combined with face-to-face work in the office. The telecommunications sector has not escaped this trend of hybrid work environments, which, despite their advantages, also entail certain risks, such as the lack of communication between teams that cannot be seen. Process automation helps combat these risks, providing total visibility of the organization with the automatic generation of reports and as often as desired or the scheduling of alerts when certain events occur.
· Automation/customer service. Customer incidents, inquiries and requests are the processes that require the most data crossing and receiving documentation from an operator. Trying to automatically resolve this customer service, especially those most basic interactions, is essential to gain agility. RPA technology not only solves this problem, but it provides the opportunity to establish portals or Apps self-service so that customers themselves get the information they need when and how they want.
· Competitor analysis. Given the competitiveness of the sector, being able to analyze competitive offers in real time in order to react to them is crucial. Bots of RPA are able to collect this information and cross-reference it, automatically providing trend reports, alerts about the appearance of new products/services, or even collecting customer reviews on social networks.
Adea Process Automation Services
Adea has been working with sectors such as telecommunications for decades to streamline operations and personalize the customer experience through automation. The omnichannel required by this sector and the increase in infrastructure assets to be managed make intelligent process automation imperative End-to-end.
Adea has the most advanced experience and technology, not only to minimize manual processing, but to pave the way for exponential scalability of the service. Thanks to its team of professionals, the company also helps to protect the investment made by Telco, integrating with legacy systems using technologies low-code.
