Top digital transformation trends in the telecom industry amid covid-19


The COVID-19 pandemic has created numerous challenges for telecom companies around the globe. These include excessive demand for mobile and communications network as businesses adopt remote work, difficulty in operating service centers without forsaking the health of their in-office workers and customers, and increased cybersecurity risks for telecom companies with employees working from home. This has created a dire need for telecom companies to introduce digital branch transformation solutions in order to ensure the flexibility in their operations, cater to the growing demand for telecom services, and address customer concerns more promptly.

In this article, we will be highlighting some of the key digital transformation trends that are changing the way the telecom industry operates and how they can empower your business to provide a safer customer journey.

A person using smart phone to get into a virtual queue - SEDCO digital transformation solutions for telecom

Introducing 5G Networks for Faster Internet Access

More and more customers prefer using their smartphones over desktops or laptops for internet. In 2019, it was reported that mobile devices were responsible for 48% of the internet traffic worldwide. In particular, Asia and Africa show a growing inclination toward using mobile phones for surfing the web.

Thanks to social distancing and self-isolation measures in place, internet usage has surged by 47% amid COVID-19, as well. With mobile internet penetration on the rise, the introduction of 5G networks is inevitable. Customers are looking for faster internet access without any interruptions, and that is what 5G networks deliver. It is 100 times faster than existing 4G networks and provides an experience equivalent to broadband internet.

Introducing Automation through Artificial Intelligence

The introduction of artificial intelligence is pivotal for telecommunication companies looking to improve their customer services during COVID-19. These include virtual assistants, self-service solutions, chatbots, Interactive Voice Response (IVR), and process/automation guidance tools. 

Utilizing such tools can allow telecom companies to reduce customer waiting time, resolve complaints more quickly, reduce human interaction, and introduce self-services to streamline the customer experience.

Utilizing Self-service Kiosks

Among the current AI-powered technologies available, self-service kiosks are particularly useful. With COVID-19 making it difficult to adhere to standard customer service practices, telecom providers are considering installing self-service kiosks that operate 24/7 and eliminate the need for human interaction.

These machines allow telecom providers to continue offering services that cannot be made available through online platforms. The introduction of self-service kiosks also empowers customers and enhances the way they interact with a telecom brand while maintaining social distancing. They can offer the following features:

  • Instant SIM dispensing
  • eSIM registration
  • Mobile balance top-ups
  • Transfer of mobile money
  • Digital signatures and photo capture
  • Remote assistance through a video call
  • Bill payment
  • Mobile account management
  • Managing document scans and prints

Self-service kiosks are also particularly useful for assisting travelers entering a new country. They can be installed in public places, such as airports, allowing them to procure a local SIM card to enjoy internet access.

Capitalizing on this trend can enable mobile carriers to grow their revenues and provide greater convenience to their customers. They are also great for cost-cutting purposes as they do away with the need to hire additional staff.

Adopting Virtual Queue Management Solutions

Another key digital transformation trend taking over the telecom industry is the integration of virtual queue management systems within business premises. These systems have taken on increased precedence amid the coronavirus pandemic as they allow businesses to introduce social distancing, comply with COVID-19 safety guidelines and promote a safer customer journey. Telecom businesses can use these solutions to avoid crowded waiting rooms while still delivering on their brand promise.

Some of the key features of these touchless solutions include:

  • Mobile appointment booking
  • Informing customers about their appointment status via SMS notifications
  • Promotion of services via digital screens
  • QR codes scanning to enable walk-in customers to get in a virtual queue
  • Obtaining customer feedback through a mobile app

Virtual queuing systems have been introduced across other industries, as well. For instance, SEDCO has deployed these solutions in banks, healthcare facilities, and utility companies to help them maintain health and safety protocols while serving customers and citizens.

Harnessing the Power of Digital Transformation Trends with SEDCO

SEDCO offers digital branch transformation solutions that enable telecom providers to operate 24/7 and introduce increased agility in their service models. These solutions allow for increased channel flexibility, and customers can engage with AI-powered kiosks and virtual assistants as well as customer service officers when interacting with your brand.

We have developed a range of cost-effective solutions that enable self-service and virtual queuing to ensure social distancing and better control over branch capacity. They also allow telecom businesses to generate useful data about their customers and optimize resource utilization.

Our self-service kiosks and virtual queue management systems can help you make the most of current digital transformation trends and grow your business despite the challenges posed by the pandemic.

To learn more about how these solutions work, visit SEDCO.