This is the use of new A3 (analytics, AI and Automation) to provide support for unassisted (digital) and assisted (human agent) interactions between the telco, the telco’s customers or ecosystem partners and the telco’s supplier or partners. The diagram shows the increasing complexity of these interactions using the lines between the boxes: the black […]
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Looking at the digital twins deployed today by telcos, today – they can be categorized in two areas: Importance: The potential financial upside to a telco The degree of need for problem resolution that the DT could bring Feasibility: The complexity of DT creation The maturity of DTs deployed already in other verticals Availability of […]
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The concept of “personalization” first appeared in the area of campaign management around 10 years ago and continues to be one of the key topics when discussing A3 and customer experience. It is a topic which is easy to discuss conceptually, but more difficult to deliver, as it requires clean data, decent processes and, for […]
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When looking to categorize the ways in which A3 can positively impact customer experience, there are a good number of possible topics. The diagram below, describes the potential uses for A3 in a telco – and this has been overlaid with a number of the most interesting topics around its use in improving customer experience. […]
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Written by Ken Weilerstein. Recent vendor interviews highlight four priority areas for telcos using A3 in their contact centres:
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Research written by Ken Weilerstein. The large number of staff undertaking repetitive tasks provides a good backdrop for applying A3 in a telco. The diagram summarizes the output of a financial model calculating the value of adding new types of A3 to a telco’s processes in the contact centre. An “average” telco was assumed and […]
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The diagram shows a timeline of MMH platform capabilities (and services in grey boxes). Moving from those usually deployed through to more nascent capabilities. The colour coding denotes how often different capabilities were mentioned in discussions with vendors and in their marketing materials:
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Netcracker 2020 offers three key value propositions for telcos: the ability to better capture new market revenues, transformation of customer engagement and maximise return on investment in new and existing networks. Focus areas for development include a fully cloud-native portfolio, low code platform, hyper-automation and underpinning the digital ecosystem and partner management with open platforms. […]
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The diagram highlights A3 priority products into the mid-term. Business Priorities for Telcos into the Mid-Term Ongoing cost reductions and investment deferral Moves to benefit from the increasing use of digital products/digital transformation by consumers and businesses Longer term trends towards moving customers to unassisted channels and decentralisation of the contact centre Mid-term ability to […]
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This article summarizes calculations made on the use of new A3 (Analytics, AI and Automation) capabilities within telco marketing. The y-axis of the chart below is an estimate of yearly financial upside (revenue uplift + cost decrease). The x-axis is a count of the number of uses seen for more “complex” A3 (e.g. using machine […]
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