The telecom industry is amid big-time disruption. Changes in Technology have wrecked long-standing business models. For instance, Internet services have led to the loss of rich revenue streams in voice and text. The industry now faces severe competition from over-the-top service providers. In the wake of such challenges, telecom service providers have no option but to undergo digital transformation and reinvent themselves.

1. The mainstreaming of new Technology

Telecom players adopt new technologies such as IoT, mobile edge computing (MEC), and 5G to future-proof their Technology and gain a competitive advantage. 

5G and 6G

5G infrastructure is now up and running and powering IT significantly. Major telcos have competent support staff in most areas to troubleshoot issues. Telecos have also started rolling out 5G applications in industry verticals such as healthcare and education. 

Several innovations based on 5G have also taken off. For instance, large companies now have their exclusive private 5G network. Telecom regulators set aside a portion of the 5G spectrum for such private 5G networks. Equipment vendors offer hardware and value-added services directly to private enterprises. 

6G is on the anvil. This proposed Technology will use high-frequency terahertz airwaves to bridge further the gap between the digital, physical, and human worlds.


Internet speed has always been an obstacle to the adoption of new technologies. For instance, WiFi comes with limitations in speed and range. The new WiFi6 extends the range, improves network performance, boosts capacity, reduces latency, connects more devices, and boosts speed. Telecom operators adopting WiFi 6 can optimize traffic across access networks in a better way and offer workarounds in regions without fiber connectivity.  

WiFi 6, in combination with 5G, offers enhanced signal strength that enables the deployment of IoT and supports always-on devices. 


Removing the bottlenecks that inhibit IoT adoption unlocks several possibilities. Many have set up systems to monitor base stations and data centers remotely. Real-time analytics and proactive resolution ensure minimal network downtime. Of late, telcos have started to monetize IoT solutions. They offer services beyond network connectivity into niches such as home automation.

Read more: Why Mobility is a Must-Have Feature in Field Service Software

2. Convergence centered on the cloud

Cloud-hosted telephony services are soaring in popularity as vehicles to deliver innovative services. Telcos use the cloud to integrate and streamline data and voice delivery. 

Converging networks and systems across wireless, wired, and private 5G networks will simplify operations, ensure unified service delivery, cut costs, and unlock new opportunities. Applications spanning all access types will become commonplace.

Convergence will take advantage of common cloud resources to optimize workloads. Telcos leverage the public cloud to host 5G in an OPEX model. Reusing data center infrastructure eliminates capital expenditure, reduces operating costs, promotes elasticity, and enables on-demand resources. 

3. Better insights by combining analytics, automation, and AI 

Today’s interconnected networks generate tons of data. Analytic engines collect data from devices, customer touchpoints, social media, and other sources and generate business insights. Real-time customer intelligence powers efficient operations, enable targeted marketing campaigns, and promotes customer focus. 

Enterprises increasingly use analytics in combination with Artificial Intelligence to improve the accuracy of the analytics and gain actionable insights from data. Telcos already use virtual assistants, chatbots, and AI tools to personalize user experience and improve customer satisfaction. About 70% of telecom operators will adopt AI by 2025.

Artificial intelligence unlocks several new possibilities. The Technology enables:

  • New ways to optimize network maintenance. AI enables better root cause analysis to overcome hardware issues.  
  • Self-healing networks. AI analyzes data from sensors to detect network problems and make automated fixes. Virtual assistants power automated remedial actions, leaving human agents only with supervisory duties and complex tasks beyond the scope of automated assistants. Networks have become more reliable.
  • Fraud prevention. Data analysis protects the network from fraudulent activity and cyber-attacks.
  • Zero-touch automation supports the billions of connected devices by 5G and IoT.
  • Engaging with customers on a personalized basis, including making and preparing personalized offers. 
  • Improving field service productivity. For instance, analytics offers insights into service use and field technicians’ behavioral analysis, enabling service delivery improvements. 

Read more: 6 Ways Telecom Companies Can Improve Customer Experience

4. New security approaches

Security threats become deadlier with every passing day. The never-ending story of network security teams upping their game to counter complex threats continues. 

Telcos will continue their efforts to embed security in the enterprise IT architecture. Cyber security mesh has replaced conventional firewalls as the mainstream approach to security. Cyber security mesh is a holistic approach that integrates all security deployments in coordination. Telecos may detect threats and remain better prepared. The modular approach of the mesh enables network resiliency. 

The zero-trust model is also seeing a significant uptake. The approach seeks new authentication at every instance rather than a one-off multi-factor authentication.

5. Field service software becomes indispensable

 While Technology such as AI, IoT, 5G, and the cloud deliver immense benefits, the real value addition for customers comes with the human-augmented assurance of network operations. Field service providers need to identify the pain points and offer a resolution, all in double-quick time.

Field service management (FSM) software has become essential for telecom service providers in today’s digital-first world. 

Read more: How Field Service Management Suite Helps Telecom Service Providers Overcome their Latest Challenges?

The key benefits of the FSM suite include the following:

  • Ticketing system. When a customer raises an issue, the system generates a ticket. Stakeholders, including customers, managers, service engineers, and field technicians, may update the status based on the ticket number. The ticket number offers a single source of truth. The follow-up to speed up resolution or make interventions becomes easier.
  • Seamless scheduling. One of the key causes of delays in fault resolution is scheduling issues. Automated scheduling factors in the various permutations and combinations that go into scheduling ensure optimal use of field resources. The automated system also reschedules when the situation changes, such as a customer requesting a rescheduling, a new emergency, or a technician falling sick.
  • Efficient dispatching. Integration with maps allows dispatching service technicians through the best routes, improving productivity and reducing costs.
  • GPS tracking. Service managers track field technicians by leveraging their smartphone GPS. They may make prompt interventions to set things right if things do not go as planned.
  • Work order management. Managers may structure and control workflows using forms and checklists delivered to field technicians through smartphone apps. Electronic data gathering through forms makes the process dynamic and enables intelligent, flexible reports.
  • Integrated invoicing. The latest field service suites come with native integration and robust APIs to link to other applications and databases. Field technicians may auto-generate invoices on work completion.

Telecom industries are overhauling their customer, communication, and delivery channels and creating a new value ecosystem. Success depends on a customer-centric attitude, for which a robust field service management suite such as ReachOut Suite is the backbone.

Connect with our experts today and learn how ReachOut Suite can help streamline field management for your Telecom company!

Digitize your field service operations from scheduling to invoicing with ReachOut. Connect your technicians with the companion mobile app to execute jobs and reduce paperwork in the field. Try ReachOut now and give your customers the fast and quality service they deserve.

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Sachin Krishna

Sachin works as a part of the digital marketing team at ReachOut Suite. He believes in a healthy and resourceful web and does his own little contributions for the purpose by creating and disseminating innovative and quality content.

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