Accelerate growth and ROI with AI-powered telecom solutions that optimize operations and revenue.
Elevate customer experience and network operations with hybrid cloud and agentic AI
Communication service providers face growing pressure to increase revenue, reduce churn, modernize legacy systems and meet rising customer expectations. Generative and agentic AI, combined with intelligent automation, can help transform customer experiences, streamline operations, modernize networks and dynamically scale infrastructure. By embedding AI across BSS, OSS, networks and enterprise functions, CSPs can improve service agility and quality, reduce costs, personalize experiences and drive new revenue.
IBM Consulting® telecom services deep telecom expertise, hybrid cloud and AI leadership and a broad partner ecosystem to accelerate transformation and deliver lasting business value.
Capabilities
Over 80% of telecom customers would consider alternatives if they experienced a poor customer journey. By using AI alongside human-centric design principles, we can solve customer issues faster and more efficiently, resulting in up to 20-point increases in net promoter score and 50% cost reductions.
Modernize your business support systems to elevate customer experience and reducing expenditures. We integrate data, processes and systems to service customers more efficiently, by using AI to personalize real-time interactions with customers’ next-best actions and optimal offers.
Improve performance and reduce cost with data and AI-powered service assurance and network automation. Leverage IT services to design, deploy and manage closed-loop assurance by using intelligent workflows. An agentic AI-powered network agent accelerates time to value, improves uptime and efficiency and advances your journey to autonomous networks.
Combine the power of 5G networks, edge intelligence, AI and hybrid cloud orchestration to deliver next-generation ultra-low-latency, secure and data-rich mobility services for a safer, smarter and more connected world.
AI accelerators for telecommunications solutions
- Autonomous network operations
- Customer experience
- Talent management
- Finance operations
- Sales and marketing
Predict, prevent and resolve network issues before they impact users
Leverage generative AI and intelligent networking solutions to enable fault prediction, anomaly detection and automated remediation across hybrid and 5G networks. Optimize infrastructure and AI workloads with orchestration tools to ensure real-time observability, reduce mean-time-to-resolution (MTTR), lower OpEx and drive long-term cost savings. Use IBM Consulting’s TM Forum certification in Autonomous Network Levels Assessment Validation to help you on your autonomous networks journey.
Next generation, AI-powered customer service for the digital era
Deploy intelligent agentic AI to resolve issues constantly, increase customer engagement and drive revenues through customer service—turning your contact center to a profit center. Rethink the customer contact experience, reduce call center volumes, resolve billing or plan inquiries instantly and personalize offers across channels. Integrated orchestration across your customer service ecosystem ensures consistent experiences, improves NPS, reduces churn and boosts ARPU.
Workforce optimization and field operations
Maximize technician efficiency and streamline dispatch with agentic AI use predictive scheduling and route optimization to deploy field teams more effectively. AI improves first-time fix rates, shortens response times and lowers operational costs, driving cost savings while enhancing field service outcomes and customer satisfaction.
Moreover, AI-driven solutions can help telcos transform HR and workforce productivity by automating repetitive tasks while effectively engaging and retaining a skills first workforce, boost employee productivity and personalizing employee development.
Accelerate billing accuracy, dynamic pricing and fraud detection
Monitor transactions and detect anomalies in billing or usage. Generative AI can help communication service providers (CSPs) with real-time charging or billing, supports dynamic pricing, micro‑services, subscription and usage of hybrid models, as well as promotions. Deploy reliable data management to support accurate billing and fraud detection at scale.
Generative AI helps telco CFOs boost efficiency, cut costs, improve forecasting, reduce risks and enhance decision-making across O2C, FP&A, R2R and P2P workflows for stronger financial performance.
Maximize monetization and boost ARPU with real-time, personalized offers and next-best actions
Harness subscriber data and behavioral insights to drive hyper-personalized campaigns and enhance user experience. Agentic AI enables rapid creation of contextual offers, the increase of conversion rates, reducing acquisition costs and powers intelligent monetization strategies. Integrated data management across the sales and marketing ecosystem unlocks new revenue opportunities and improves targeting precision.
Saudi Telecom Company (STC) collaborated with IBM to implement a comprehensive digital transformation strategy, enhancing customer experience and operational efficiency through cloud migration and AI integration.
Vodafone Germany’s TobI service uses IBM’s hybrid cloud platform to integrate diverse systems, enabling real-time analytics. This enhancement led to a 99% improvement in turnaround time of journey testing and better client experience.
Italy’s leading telecommunications company develops an “Intelligent automation” solution to analyze, enrich and resolve claims.
Orange, a global telecom provider, collaborated with IBM to modernize its enterprise performance management (EPM) platform. By implementing AI and advanced analytics with IBM Consulting support, they improved decision-making processes and boosted the company’s overall performance.
O2 Czech Republic uses IBM’s AI capabilities to drive innovation and boost customer satisfaction. This way, they improved operational efficiency and customer experience.
Bell Canada collaborated with IBM Consulting to modernize its SAP environment on cloud, reducing complexity and strengthening agility for long-term growth.
Insights
Meet our experts
Senior Partner & Vice President - Global Industry Leader for Telco & Media Industry