Customer
Operations

Let us introduce everis vision on how telecom companies can improve their processes, ranging from sales to customer care & loyatly, going all the way to providing a differential customer experience.

We have prepared a self assessment that will help you determine the maturity of the Operating Model in your organization, regarding customer operations.

Find out more

Telco customer operations framework

Telco network operations

Disruptive technologies to improve processes

Let’s see an example

Our framework identifies a series of key enablers to make a great leap in terms of quality, agility and efficiency. In the following example you will be able to notice how much efficiency can be attained through the application of disruptive technologies within an organization.

In all cases, the graph on the left shows an example of the efficiency that could be obtained by applying current technologies; whilst the graph on the right shows the improvement that would be achieved by applying disruptive technologies.

Customer Self Management

Present
25-30%

· Assistants (AI)
· Analytics
· Process digitalization

Future
65-70%

· RPA
· Big Data (NBA)

Predictive management

Present
25-30%

· Data Quality
· Process digitalization
· RPA

Future
65-70%

· Artificial intelligence
· RPA + Analytics

Omnichannel Management

Present
35-45%

· Design Thinking
· Process digitalization
· Organizations

Future
45-50%

· Analytics
· RPA

Change management

Present
5-10%

· Organizations
· Design Thinking
· Process digitalization

Future
15-20%

· RPA
· Assistants (AI)
· Analytics

Cognitive Interactions (Incomes)

Present
25-30%

· Assistants (AI)
· Analytics
· NBA (steep 1)

Future
30-40%

· NBA (steep 2)
· Big Data (NBA)

Cognitive Interactions (Costs)

Present
25-30%

· Lean Six Sigma
· RPA
· Process digitalization

Future
45-55%

· Assistants (AI)

Automated Front Office

Present
35-40%

· Lean Six Sigma
· Assistants (AI)
· RPA
· Process digitalization

Future
45-50%

· Artificial intelligence
· Big Data (NBA)

Automated Back Office

Present
35-40%

· Lean Six Sigma
· RPA
· Process digitalization

Future
50-55%

· Artificial intelligence
· Big Data (NBA)
· RPA
· Drones
· 5G Network

Value proposition

Within the everis Customer Operations practice, we offer services that cover the following functions.

Value proposition

Customer Operations self-assesment

We have prepared a self assessment to analyze the maturity level of your organization regarding to Customer Operations.
 
We will evaluate four main stages of the the customer journey, all of them in the scope of Customer Operations.

Access the assesment

Quanta Telco resources