‘Customer-nomous’ Avenue to Digitisation

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We discuss the following topics in this blog:

  1. Why is a Customer-Centric Approach Important?
  2. What is Digital Reinvention?
  3. Devops-based, web scale operations and development.

In addition to these topics, we shall also be answering the following FAQs:

  1. What is WiFi?
  2. What is an Optical Fibre Cable?

Why is a Customer-Centric Approach Important?

With the industry at the cusp of 5G, IoT, AI and cloud, telcos must look to technology to truly create a great customer experience. The success of new age tech companies such as Amazon, Google and Netflix are testament to this fact, as they are designed for the customer, from the ground up.

It goes without saying that revamping legacy infrastructure is an imperative for CSPs for innovation and business growth,

There has been a lot of studies on the digital telco, but very few on how to make the most of digital and to optimize it for business growth.

What is Digital Reinvention?

We believe a winning digital strategy should help accelerate innovation and reach products to market faster, help achieve a high net promoter score and ultimately increase revenue growth.

To make this possible, we recommend an approach called Digital Reinvention, with the customer at the centre. An essential prerequisite for this is that telcos must make their systems ‘customer–nomous’, supported by truly modern IT software. Based on our strong delivery experience working with global CSPs and DSPs, we recommend the following:

  1. Customer First– It is critical that Customer Engagement Systems are given higher priority as they control Customer Journeys. With the increasing focus on digitising Customer Engagement, it is not recommended to take up both CE and BSS transformation at one go as Customer Engagement Systems cycles and BSS/OSS cycles are radically different.
  2. Modular systems – The truly new age modern platform with next-generation architecture with microservices enables CSPs to move away from vendor lock-in, thus CSPs can keep customer engagement systems and business support systems separate. Modern software has to be plug and play and customers must take advantage of ‘best of breed’ for them to excel on experience, revenue growth and cost efficiency. Not only does this avoid the ‘single vendor trap’ but allows software to free the telco from artificial constraints.
  3. Devops-based, web scale operations and development – The right operating model for digital reinvention. Using a devops-based, agile approach for digital transformation with CICD (continuous integration, continuous deployment) is much more flexible and optimal rather than one time, big bang transformation. The legacy delivery model has one RFP capturing all possible business needs over the next 3-5 years. Post which the solution would be implemented over a year. The problem with this approach is that it results in a wastage of 40-50%, due to changing market dynamics and lack of foresight to know what the business requirements will be after a year.

Hence, the best approach is to start with what the business needs in next 6 months to 1 year and then gradually build systems as the market dynamics change. The outcome of this journey for telcos is that idea to production will take mere days to execute as compared to weeks it takes with legacy infrastructure.

Globally, telcos are moving to digital operating models for greater operational flexibility. The larger question is whether we continue to implement legacy systems with a lipstick or truly modernize into a ‘Customer-nomous Digital Telco’ who is prepared to define the future rather than constantly being on the back foot, reactive.

What are your thoughts on enabling digital reinvention for business growth? We would love to hear back from you. Let’s discuss how we can partner with you in your digital transformation journey.

FAQs

What is WiFi?

Put simply, WiFi is a technology that uses radio waves to create a wireless network through which devices like mobile phones, computers, printers, etc., connect to the internet. A wireless router is needed to establish a WiFi hotspot that people in its vicinity may use to access internet services. You’re sure to have encountered such a WiFi hotspot in houses, offices, restaurants, etc.

To get a little more technical, WiFi works by enabling a Wireless Local Area Network or WLAN that allows devices connected to it to exchange signals with the internet via a router. The frequencies of these signals are either 2.4 GHz or 5 GHz bandwidths. These frequencies are much higher than those transmitted to or by radios, mobile phones, and televisions since WiFi signals need to carry significantly higher amounts of data. The networking standards are variants of 802.11, of which there are several (802.11a, 802.11b, 801.11g, etc.).

What is an Optical Fibre Cable?

An optical fibre cable is a cable type that has a few to hundreds of optical fibres bundled together within a protective plastic coating. They help carry digital data in the form of light pulses across large distances at faster speeds. For this, they need to be installed or deployed either underground or aerially. Standalone fibres cannot be buried or hanged so fibres are bunched together as cables for the transmission of data.

This is done to protect the fibre from stress, moisture, temperature changes and other externalities. There are three main components of a optical fibre cable, core (It carries the light and is made of pure silicon dioxide (SiO2) with dopants such as germania, phosphorous pentoxide, or alumina to raise the refractive index; Typical glass cores range from as small as 3.7um up to 200um), Cladding (Cladding surrounds the core and has a lower refractive index than the core, it is also made from the same material as the core; 1% refractive index difference is maintained between the core and cladding; Two commonly used diameters are 125µm and 140µm) and Coating (Protective layer that absorbs shocks, physical damage and moisture; The outside diameter of the coating is typically either 250µm or 500µm; Commonly used material for coatings are acrylate,Silicone, carbon, and polyimide).

An optical fibre cable is made up of the following components: Optical fibres – ranging from one to many. Buffer tubes (with different settings), for protection and cushioning of the fibre. Water protection in the tubes – wet or dry. A central strength member (CSM) is the backbone of all cables. Armoured tapes for stranding to bunch the buffer tubes and strength members together. Sheathing or final covering to provide further protection.

The five main reasons that make this technology innovation disruptive are fast communication speed, infinite bandwidth & capacity, low interference, high tensile strength and secure communication. The major usescases of optical fibre cables include intenet connectivity, computer networking, surgery & dentistry, automotive industry, telephony, lighting & decorations, mechanical inspections, cable television, military applications and space.

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