New market drivers

The response to COVID-19 has heightened customer demand and expectations when it comes to digital services. This is especially true for businesses’ rapidly expanding need for flexible bandwidth allocation and enterprise-grade services to accommodate large-scale remote working or online events.

Another driver for digitalization is the accelerating competition between traditional telco networks and cloud providers. Cloud players are increasingly offering similar services to telcos, and they are fully digitalized and automated by default. When it takes a cloud provider seconds to provision a new service, CSPs cannot get away with taking weeks or months to do the same. Customers will simply vote with their feet.

However, the most compelling argument for end-to-end digitalization comes from 5G. This is due to the complexity and flexibility of services that these new mobile networks will enable. Network slicing, on-demand services, edge solutions, IoT and low-latency applications – to name just a few – represent substantial new business opportunities for CSPs to tap into.

But they require real-time responsiveness on the part of the network and B/OSS systems to deliver the desired customer experience.

It's digitalize or bust

Vestiges of non-digitalized or manual business support systems and processes will simply not be able to cope. It’s a risk that service providers cannot take.

Moreover, if you’ve invested heavily in building a virtualized, cloud-based network – as much of the telco industry has done over the past decade – automating network operations is key to realizing significant savings and maximizing return on the sizeable network investment.

If you still have a lot of cumbersome manual processes in the mix, you won’t be able to automate your operations comprehensively and realize the significant savings that can be derived from automation.

For all these reasons, it’s no longer enough to focus on digital ‘window-dressing’. The customer engagement interface can only ever be the tip of the iceberg. It cannot operate without digital-to-network automation covering service management, orchestration, or charging that integrates with the front-end.

Digitalization must be deployed end-to-end, from ordering through design, fulfillment, operations and assurance to billing and charging. Meeting customer expectations, staying competitive, and tapping into new revenue streams will depend on it.