With the steep growth of customer base in the Telecommunications industry
powered by mobile revolution, there has been an increase in competition. The only way to cope up with reduced margins and the high operational costs is technology upgradation.
Automate migration of business customers to new service contracts when their renewals become due. Handle increased volumes of transactions per month and save man-hours.
Monitor Network Usage Through Aggregation Of Data
Monitor the bandwidth usage through the remote monitoring of various Telecom companies and business systems such that it does not exceed a pre-defined threshold.
Information Back-up From Clients’ IP Telephony Systems
Acquire data from the databases of all IPT devices on client systems and upload them into FTP servers. Schedule refreshes according to clients’ needs and create a coherent back-up system
Assign a new SIM to a user due to either change of SIM format or because of lost or stolen SIM, as per business rules. Enable customers to have a hassle-free experience and increase customer satisfaction
Telcos work with multiple vendors, which generate 1000s of invoices to process. Robotic Process Automation (RPA), when integrated with systems, can process invoices by checking details with purchase order and entering into the systems
Customer Numbers Porting
It helps to port mobile numbers of customers switching to other operators. Reduce Turn-Around-Time and increase efficiency. Enable customers to have a hassle-free experience and increase customer satisfaction scores
Incident - Switch Port Down / Flapping
Based on the incident tickets raised by the customer, check switch logs, port status, Cyclic Redundancy Checks (CRC), error messages, ping customer’s IP, copy logs in the ticket, and assign them to the Telecommunication Services Provider query resolution staff.
Delightful Customer Experience
ML & NLP capabilities enable Robotic Process Automation (RPA) to understand the customer query in natural language and provide appropriate answers from the past data reducing customer wait time. RPA in Telecom Industry can also help in auto-assignment of queries to respective teams avoiding customer frustration.
Performing Diagnostic Checks
Automate expensive and time-consuming troubleshooting exercises. Execute proactive customer premise equipment (CPE) checks on the routers daily to perform configuration and reconnection actions. Proactively identify and perform automatic port resets to ensure service.
Improve Network Uptime
Robotic Process Automation (RPA) can predict and detect possible network issues when connected to different systems to avoid network downtime and improve customer experience. It’ll also help the support team to stay updated with the latest issues in real-time to provide actual cause to customer and resolution time.
Processing Daily Customer Correspondence
Engage RPA bots to auto-manage millions of correspondence emails related to customer service. Mimic the work of human employees in an automated environment and interact seamlessly with the CRM system and sensitive data on the legacy back end platforms to keep the customer correspondence database up to date and secure.
Email to Ticket Automation and quality check
Auto-create tickets in the Telecom Service Provider’s Incident Management System based on emails received from authorized customer contact. Track the status of the tickets through closure and monitor the closure as per SLA.
Auto-check tickets quality with respect to categorization, status, escalation, handle time, response time, resolution time, reply templates, etc., and remotely monitor the ticket resolution process.
There are two key factors responsible for the success of any Telecommunication services provider – updated processes and better customer connect – RPA directly assists in both thus making it an essential integration into the system.