People turning to several telecom companies to connect with global networks is increasing day by day. Most of these providers are burdened with huge operational processes like business efficiency, cost control, data management, and increasing business agility.
These processes are hurdles for telecom companies to focus primarily on their customers. In such a scenario, Robotic Process Automation(RPA) is the best solution for them to provide fast, affordable, and cutting edge offerings to their customers.
RPA is the use of software with machine language that allows for handling repeatable high volume tasks, previously required humans to perform.
RPA in the telecom sector helps them to streamline their business processes. It allows for the smooth functioning of back-office tasks by avoiding huge volumes of rules-based and repetitive operational tasks.
Moving towards a digital operational service is what RPA technology offers the telecom companies as a fitting solution. There are many challenges faced by telecom companies today. RPA tools in such case can become handy for better customer management and engagement.
Lack of Operational Agility
Most of the telecom companies rely heavily on IT operations. It includes manual intervention, preventing employees from interaction, and maintaining relationships with the customers.
This requires a lot of time and a lot of effort. This, in turn, may also impact the operational functionalities and decreases operational agility.
RPA Solution
RPA technology will create automated software for using several business units and locations which will reduce the manual labour required. Operational scalability and agility will be achieved for the necessary growth to meet customer demands.
Also Read: What is RPA Technology? How it Amalgamates with Speech Recognition System?
High OPEX and CAPEX
There are various operational as well as capital expenses related to telecom companies. Right from employees salaries, maintaining data integrity, to marketing and advertising, the telecom sector has to maintain high-cost efforts.
RPA Solution: With RPA solution being implemented, the technology is marginal compared to costs while implementing BPM or ERP software.
The software license of RPA can be used for multiple backs and front office processes that reduce rapid internal cost reduction and vouch for better ROI.
Time-Consuming Repetitive Tasks
Updating fields, navigating complex applications, rekeying data are some of the many tasks performed by customer care executives. This often makes them frustrated with the customers.
RPA Solution: First Call Resolution (FCR) provides customer executives with relevant information at the right time that allows them to focus on the queries of the customers.
Prone to Human Error
When you make a call to any customer care executives, the agents consult with the knowledge database to provide answers. This task is time-consuming as it involves searching, reading, and understanding the queries. The long process often annoys the customers who are put on hold for an immediate reply.
RPA Solution: RPA technology allows several telecom companies to identify human error from different users and provide an instant solution, decreasing the average response time by maintaining the confidentiality of the customer.
Optimizing the Value of the Customers
Telecom service providers need to re-evaluate business processes for introducing additional systems and resources. This is needed to understand customer preferences and behaviours in real-time.
RPA Solution: RPA tools can provide efficient support systems for better performance that fits the bill.
Also read: Voice Technology in Insurance Industry: The Power of Voice for Customer Engagement
RPA in Telecom Industry
The telecom companies can reap multi-dimensional support that is critical for appropriate service delivery. Thus, the basis of telecom is made up of processes that are eligible for advanced automation.
High reliability along with the accuracy of process outcomes is a must for the telecom industry. This may not be easily achievable, given the typical preconditions of task fulfilment that includes querying and updating.
Moreover, several telecom providers have to be ready to meet the increased demands whenever the need arises. Thus, the use of Robotic Process Automation in the telecom sector reduces error rates and improves data quality.
According to a recent report published in AB Newswire, the telecommunications industry in the Asia-Pacific region has the highest adoption rates of RPA(together with retail, healthcare, IT, and BFSI.
Robots are smart enough to respond to simple questions, interpret emails, and respond to complex ones to humans. This particularly can help the telecom companies to rely on partners like independent brokers to sell their services.
It goes without saying that advanced automation with error-free and 24/7 capacity to work, can provide a telecom company with the secured kind of comparative price analysis.
Moreover, RPA tools can help to track individual, category, and brand levels to offer a deeper analysis of the competitive outlook. Average Revenue Per User(ARPU) is another application area of automation in call centers.
Software robots offer real-time information during customer calls, regarding customers’ eligibility for promotions. The scalability of RPA in telecom offers flexible adjustments to both upward and downward changes.
Large volumes of data from several systems can be easily managed through user interfaces that mimic human, mouse clicks and keystrokes. This causes a streamlined information flow, ultimately contributing to the financial advantages.
Digitization offers several telecommunications companies with an opportunity to rebuild and expand market positions. With RPA technology, companies can now create innovative offerings in the new era of networking.
What Role are RPA, AI, Analytics Play in Revolutionizing Telecom Networks?
The rapid shift to digital services has changed the world including telecom. Traditional text and voice businesses are decreasing as the data business grows exponentially.
The competition now lies in free text to speech and speech to text converter. With tools like these on hand, it allows telecom to catapult into new frontiers implementing high-density urban 5G deployments predicting system failures and prompting various preventive actions.
Such technologies have created a lot of changes for telecom operators. Automation can impact areas like traffic classification, anomaly detection, network optimization, and orchestration.
Also Read: The Next Big Thing for Call Centers: Text to Speech Solutions
How Indian TTS can Revolutionize the Process of Automation?
Indian TTS is an India based company that works relentlessly to offer quality automation services. Indian TTS offers automation capabilities for global customer support and allows telecom operators to transform operational processes.
Robotic chatbots or software can help several telecom companies to achieve high-end organizational growth that enhances the quality of customer service offers.
Robotic software of Indian TTS can easily be sized up or down with just a mouse click with no additional costs. The platform improves data communication and transmission with the user interface like a human. In addition to existing platforms, Indian TTS software is compatible with web, desktop, CRM, ERP, and helpdesk.
Automatic speech recognition along with speech synthesis provides Natural Language Processing(NLP) to understand the content and provide effective end to end voice process automation.
Everything mentioned above showed a significant cost reduction with faster available ROI. This makes perfect sense when it comes to improving customer engagement. Customers are crucial for telecommunications companies and RPA technology can provide higher levels of operational agility with multi-dimensional facilities.
