Challenges in Digital Transformation

Challenges in Digital Transformation
Introduction
The entire gamut of business went through turmoil as soon as the pandemic hit the globe.
However, amidst all these, the business world has also undergone some remarkable, unseen,
and positive changes. Entrepreneurship picked up, remote work culture became the new
normal, E-commerce scaled newer heights, and what not! And all these have been possible due
to the huge digital transformation that has been happening over the last few decades or the
basis the need that evolved due to the recent pandemic.
Well, when it’s about digital transformation, the telecom industry proved to be one sector that
not only sparked the revolution, but has also been the flag bearer since long time now. To note
here, telecom industry has almost become a synonym to this digital shift.
But then, this trajectory shift in digital space is the outcome of facing unknown or unheard
challenges, overcoming them, and finally building robust technologies to bring in a digital

revolution. In this blog, let’s have a look at some of the greatest challenges faced by the telecom
industry and how it overcame them while maneuvering this remarkable digital transformation
in real-time.
Challenges of Implementing Digital
Transformation in Telecom Industry:
Challenge #1: Super Fast and Responsive Customer Service
While customers don’t like to wait in queues, customer service providers were not able to
handle or respond to the large volumes of calls they received. Attending such humungous
amount of calls and responding to them required large number of human resources, which
again made the process cost-ineffective.
Solution #1: Putting Artificial Intelligence (AI) Into Customer Service
As a technology, AI has been developing competencies in telecoms. AI has changed the old
school ways of attending customers, handling their queries, resolving them, and boosts
customer engagement.
These days, businesses are focusing more to become an omni-channel contact centre platform
software platform. Telecom industry is putting AI into customer service and engagement to
make this happen across all levels. Virtual customer assistant, chatbots, and other AI powered
tools are best examples of how telecom industry is making digital transformation a reality in
today’s world.
Challenge #2: Handle Complex Business Processes

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Business processes usually get more complex with the high influx of data. As the data flowing in
spike up, processing them or extracting information out of them gets more complex. With only
human computing abilities, handling this enormous amount of data is near to impossible. And
once data is lost, businesses start losing their growth and revenue.
Solution #2: Machine Learning to Automate Businesses
Automating businesses was one of the greatest digital transformations in telecom industry.
Here, Machine Learning (ML) initiated developing competencies in telecoms by empowering
machines to learn on their own over time and process massive amount of data in no time.
Furthermore, by developing advanced ML algorithms, telecom industry brought in a new digital
transformation.

Challenge #3: Rise in Remote Working Culture
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Remote working is the new normal and there is no denial about this! However, with the advent
of this new normal, organizations started facing a new set of challenge – how to build a
centralized work model wherein data can be made accessible to every employees, how to stay
in sync with the employees sitting across different locations, or how to build a connection
between employees and their devices.
Solution#3: Introducing Cloud Hosted Telephony Solutions
With these cloud hosted telephony solutions, organizations can now easily build a centralized
data storage that can be managed and accessed from anywhere in world. Also, since data is
stored in the cloud, it became easier for organizations to build a seamless human-device
connection. By investing more on this cloud-hosted telephony solutions, service providers are
bringing in a massive digital transformation in the telecom market.

Challenge #4: Rise of OTT (Over the Top) Platforms
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OTT platforms started growing exponentially since last decade, thanks to the smart phone
revolution! The arrival of WhatsApp, Facebook Messenger, Telegram, Netflix, and others have
affected the telecom sector in infinites ways. As a result, revenue generation in telecom market
started dipping largely.
Solution#4: Develop Advanced Digital Content Delivery Network
Another milestone digital transformation in telecom market is the development of networks to
deliver digital content. Telcos adhered to the rise of OTT platforms and started building cloud
hosted telephony solutions through which digital content be distributed via high-speed
broadband or Wi-Fi, or even through mobile data packs.

Challenge #5: Old School Legacy Systems
Legacy systems are traditional systems are either outdated or can no longer support the
objectives of a business. Legacy systems proved to be one of the most challenging factors in
the overall digital transformation of businesses. You can read more Legacy Systems
Solution#5: Modernizing Legacy Systems
The modernization of legacy systems is yet another remarkable digital transformation in
telecom industry. The process requires reviewing and updating business requirements,
which leads to assessing all the existing codes. Following this, advanced systems are
developed to optimize overall operation and performance of a business. Even though this is
quite a complex process, it ensures a high ROI to businesses.
How Unified Infotech Can Enable Telecom
Clients Globally in Digital Transformation?
Well, these are just few pointers on how organizations in telecom industry are contributing
to digital transformation in today’s era. In our next series of blogs, we would discuss more
on this. However, if your business or organization is looking out for reliable, secured, and
cost-effective telecom services, you must get in touch with United Infotech to hire some of
the best industry experts. And while you get in touch with them, you can have a look at one
of their recent case studies mentioned below:
● Service Industry Sector: Telecommunications and Network Services
● Client Requirement:
1. Solid or proven business consultation and planning.
2. Information architecture for website and mobile applications.

3. Compelling experience design that can fulfill customers’ needs.
4. Web development services to offer seamless user experience.
Challenges Faced By Client
Client wanted to develop a highly interactive website that would serve as a single touch
point to cater to lead generation, validation of sales, and boost customer engagement.
However, there were number of bottlenecks that were challenging the entire development
process.
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Though the client had a decent visibility in the online market, their site was not an
interactive one. It lacked all the aesthetics of designing with no branding elements in
place. Hence, they had a high bouncing rate, and due to which their lead generation
was getting negatively impacted.
The user experience was quite outdated and failed tragically to keep the users or
visitors engaged.
Prospective customers find the website not worthy enough since there was a lack of
navigational or structural integrity.
Solutions We Delivered
For all the projects we have handled so far, we first bifurcate the project so that we can walk
into both organization’s and customer’s shoes. Following this, our team had a discussion with
the client, and our core team started storyboarding followed by our ways of market research
and creating discovery strategies. Competitor analysis was given higher priority to analyze the
trend and get market insights, understand customers’ requirements to figure out the best
practices to keep customers glued to the site.
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The site required functional information architecture – we addressed this as required.

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As we walk in the shoes of customers, we understand their pain points better. While
beginning with the development process, we also considered the mental model
guideline of the users along with organizational schema and structure. Following this, we
developed accurate labeling & structure that will solve the problem of inconvenient
navigation.
Client had a highly exponential website. Hence, we had to make sure that the new
platform we were building the site on should be scalable. And we achieved this we took
leverage of an advanced third-party technology.
Our next goal was to boost on-page traffic through standard SEO practices. As a result,
there was an exponential increase in user engagement along with lead generation.
The last step we followed was the trial and error check. As we approached the end, the
client got established as one of the reputed telecom service providers.
The Final Outcome
● Being associated with United Infotech, the client achieved more than 50%
increase in user engagement.
● Lead generation skyrocketed to a greater height; credit goes to the upgraded
navigation and information architecture.
● Our SEO and Schema strategies delivered remarkable growth in web traffic for
the client’s site.
Written By: PRATIP BISWAS