Operational Excellence

Fiber is fast, but rollout needs to keep up

AI/ML can forecast delays before they occur, making the service delivery predictable and fast

The global pandemic has highlighted the fact that high-speed broadband is a necessity, not a luxury. And fiber is one of the ways to faster broadband. This appetite for fiber means that service providers need to roll out fiber-based connectivity services faster. However, with the rising complexities in the order management process, delivering the service within the specified timeline is becoming a nightmare. The main business issue is unpredictability, which may be as important as speed. Its absence means frustration for service providers and their customers.

The main cause of this lack of predictability stems from the structure of the process. In many cases, the enterprise service delivery process has evolved and grown organically. The most common causes of dysfunction are:

  • Multiple teams operating in silos prevent a clear view of the process and a single source of truth
  • Manual hand-offs leading to errors and delays
  • Dependency on external vendors, resulting in vendors operational issues being transferred to the service provider
  • Lack of strategies to forecast order delays
  • Lack of mechanisms for real-time tracking of service delivery flow

To overcome these challenges and tap into the next wave of opportunities, service delivery operations will require an advanced vision. AI/ML is at the heart of that vision. With AI/ML in service delivery, enterprises can predict and address delays before they impact the business. Enterprise AI can, over time, improve the prediction of potential delays and delivery dates at all points of the order journey. Over time, enterprises can achieve faster processing of orders with improved predictions.


The appetite for high-speed broadband demands a faster rollout of fiber-based connectivity services.

Operational Excellence

Accelerating Digital Transformation with Hyperautomation

Leverage the power of RPA, process mining and AI for end-to-end process automation to increase automation rate, reduce operational expenditures and improve customer experience

‘Hyperautomation’ is one of Gartner’s Top Strategic Technology Trends for 2022. Hyperautomation aims to identify, analyze, and automate business processes to the greatest extent possible. It involves orchestrating the use of multiple technologies, tools, and platforms to streamline business processes.

Legacy infrastructure and outdated processes can hinder an organization’s ability to compete. Automation of only task-based processes will not deliver the cross-functional results needed to drive business decisions and outcomes. By automating as many processes and tasks as possible, hyperautomation transforms an organization.

Increase connectivity, efficiency, and agility in business operations with hyperautomation.

As per Gartner, hyperautomation will lower operating costs by 30 percent or more by 2024, thereby increasing connectivity, efficiency, and agility of business operations. The businesses in the connectedness vertical can achieve end-to-end process automation and scale up the automation rate by building and implementing a hyperautomation framework that includes four key components:

  • Intelligent Process Orchestrator: Orchestrates bots, people, and IT applications for end-to-end integration of any business process.
  • Conversational AI: Automates all sub-processes that requires a conversation with humans. Conversational AI understands natural language and converses with the customer.
  • Low-code Applications: Helps to automate the sub-processes that require aggregating data from humans by building applications/interfaces rapidly.
  • Unified Hybrid Dashboard: Provides a real-time integrated view of the order completion process, resolution time, automation success rate, and many other KPIs. It also highlights the actionable insights.
Operational Excellence

Accelerate cash flows by faster order processing

Managed Digital Transformation to reduce Order-to-Activate (O2A) cycle time and increase new business wins

The Order-to-Activate (O2A) process is at the heart of every business operation. Simply put, it refers to the end-to-end process of receiving, processing, and fulfilling a customer’s order. A smoother and more efficient order flow will allow the company to process more orders, thus allowing the business to grow more quickly.

The Order-to-Activate process cannot be conducted in isolation; it depends upon numerous roles, departments, and systems. For example, a typical digital service provider takes 15+ teams to traverse through 55+ systems to complete one order. These complexities and increasing inefficiencies in the O2A process leads to longer cycle time, delayed revenue realization, and higher cost.

The complexities and increasing inefficiencies in the Order-to-Activate process lead to longer cycle times, delayed revenue realization, and higher costs.

Businesses need to ensure that their business runs smoothly, and the orders are delivered efficiently and accurately, with minimal chances of error. Adopt the Managed Transformation Model to achieve long term sustainable business benefits like reduced cycle time, accelerated revenue, enhanced customer experience, and maximized cost savings. By doing this, a business can transform its operations holistically and address all the challenges in the O2A process.

Businesses can ensure a reliable and undisrupted high-speed broadband service by adopting the ‘Zero-touch service assurance’ framework. This framework enables continuous remote monitoring to detect connectivity issues proactively and provide automated resolutions.

The model encompasses transformation levers such as:

  • Agile Work Cell: Consolidates multiple functional roles into one hence, reducing the touchpoints in the O2A process. It ensures better control, promotes transparency and eliminates handoffs
  • Process Optimization & Automation: Analyzes the current performance and cycle time elongation factors to identify and implement improvement opportunities
  • Operational Accountability: Provides a Dashboard with end-to-end visibility into each order and the milestones. It also helps in governance, performance tracking and reporting