New decision intelligence operation framework sets out to transform telcos to techcos

Commercial context

‘Transforming telcos into techcos’ is a longstanding ambition for many in the industry – which in essence means modernization by using data and decision intelligence in as many operations and organizational functions possible. This will in turn enable CSPs to provide customer centric customized products and evolve from the moorings of being solely providers of connectivity. As network technology grows in complexity and capability, CSPs are in a prime position to bring such differentiated offerings to market and become essential partner with all kinds of enterprise customers in their mission to produce the highest-quality products, by using data analytics to understand and address specific customer preferences.

The solution

Realizing this ambition is the motivation behind the Techco practicing decision intelligence for sustainable growth Catalyst, which seeks to develop an operational framework which uses decision intelligence to assist CSPs with digital transformation. The framework is designed to identify goals, strategies and executional methods across three key areas – data literacy and data-driven organizational governance, network operations, and commercial opportunities. The framework is underpinned by the most advanced architectures and TM Forum assets, in combination with the latest data analytics technology, customer experience tools, and digital twin solutions via TM Forum’s newly established member projects, ‘DT4DI’, and ‘Techco Organization Design (TCOD)’. The TCOD empowers service providers to “get more intelligence from their people, allowing better decision-making and making the organization a more inclusive employer.”

The principal improvement the Catalyst sought to make is in helping CSPs to use data much more effectively to improve internal and external processes. This means consolidating customer data from its various sources and performing ongoing analyses to see how it can be used to improve the customer experience. It also involves distributing the data and analyses downstream across the various systems, teams and workflows across an organization to improve the quality of all teams within it.

The second challenge is a matter of ironing out the shortfalls in network operations. To remedy this, the solution introduces zero-touch operations wherever possible. The solution’s framework contains closed-loop AI and automation for anomaly detection and resolution – this ensures the network runs as smoothly as possible, with no delays, no faults, and minimal need for human intervention.

Finally, the framework takes into account how to identify a range of commercial opportunities for CPS to pursue. This means identifying the crucial network applications which help enterprise overcome key challenges – regardless of the vertical markets in which they operate.

Applications and wider value

By combining more sophisticated means of consolidating and using data with zero-touch operations and business development, this Catalyst has the potential to revolutionize the very essence of what it means to be a CSP. Although in its early phases of implementation, the Catalyst is quickly guiding CSPs along a clear path for digital transformation.

For example, China Mobile IT Center has been able to use the framework to build their Information Technology Architecture, and apply an Integrated Operation Platform that centralizes their digital marketing to dynamically adapt to business needs and customer expectations. What’s more, the framework has been integral to increased penetration rates for smart family products, which has grown by 10% in China Mobile Guangxi. Hong Kong Telecom, China Unicom, China Mobile Zhejiang, China Mobile Anhui, China Mobile Hebei and Liaoning have also reported success in using the framework to launch decision intelligence initiatives such as big data platforms to enhanced provision of medical services.

According to Derek Chen at HKT and Noah Thiruchelvan, Data Success Lead at Maxis, the Catalyst “unlocks huge business opportunities for CSPs, wherever their location. Decision intelligence will mean telcos can evolve well beyond connectivity suppliers into providers of integrated data services that help enterprise understand the needs of their customers in real time. This can be applied and scaled across almost any vertical market you can think of.”

“Data-based decision intelligence is a critical milestone for stc,” adds Abdullah Buagmi, CEx & DT VP at stc Group, “and this Catalyst presents one of its pivots with collaboration efforts with top ecosystem/service providers such as to China Mobile, China Unicom, MTN, HKT, Maxis, Robi and others. We all hope that we can evolve this Catalyst into a large-scale collaboration project with more partners joining to achieve higher value. This Catalyst is great practice for a leap towards CC-decision-making, taking full advantage of AI and data-driven approaches to orchestrating the whole operation models of our organizations towards CC-operating.”