Managing voice services for an operator is a complex and resource-intensive task, especially when done manually. From staffing costs to inefficiencies, the price tag of manual processes can quickly add up. Automation can help operators save money by reducing staffing costs, minimizing errors, and increasing efficiency. A report revealed that 57% of IT leaders said automation technology saves departments between 10% and 50% on costs compared to manual processing.
Staffing costs & lack of expertise
Maintaining a team of skilled technicians and engineers to manually configure, monitor, and troubleshoot voice services is expensive. Salaries for qualified staff can range from $50,000 to $100,000 or more per year, depending on experience and location. Additionally, the cost of hiring, training, and retaining these employees adds to the overall staffing burden. A major challenge is simply finding the right skills in the market.
Inefficient processes
Manual processes are inherently prone to errors and delays. A study by Unqork found that in any manual process, a person averages 10 mistakes per 100 steps. These errors can lead to service outages, customer dissatisfaction, and even regulatory fines. Moreover, manual processes are time-consuming, with professionals spending an average up to 18 minutes in a single step.
Opportunity costs
Time spent on manual tasks is time not spent on strategic or customer impacting initiatives that could drive business growth.60% of professionals estimate they can save six or more hours per week with automation. This time could be better utilized for innovation, customer service, or expanding the business.
Compliance risks
Maintaining compliance with industry regulations is critical for operators, but manual processes increase the risk of non-compliance. The cost of non-compliance, including revenue loss, fines, penalties, and reputational damage can be considerable. Automated systems can help ensure consistent adherence to regulations and reduce the risk of costly penalties.
Data security risks
Paper documents and email exchanges account for 40% of all data breaches. Manual processes often involve handling sensitive customer information, which increases the risk of data breaches if documents and emails are lost, stolen, or misplaced. Automated systems with robust security measures can help protect customer data and prevent costly breaches.
Inability to scale
As demand fluctuates, manually managed voice services can struggle to scale effectively. Operators may find it difficult to adjust staffing and resources in real time, leading to either overstaffing or understaffing situations that impact service quality and operational costs.
Customer expectations
With rising customer expectations for immediate and high-quality service, manual processes often fall short. Customers increasingly prefer quick resolutions and seamless experiences, which can be difficult to achieve without automation.
Integration challenges
Integrating new technologies and tools into existing manual processes can be complex and cumbersome. Operators may face difficulties in ensuring that all systems work together efficiently, which can hinder overall service delivery and responsiveness.
The benefits of automation
Automating voice service management can help operators reduce the challenges of manual processes and unlock significant benefits:
Reduced costs
Automation can help operators save money by reducing staffing costs, minimizing errors, and increasing efficiency. A report revealed that 57% of IT leaders said automation technology saves departments between 10% and 50% on costs compared to manual processing.
Improved efficiency
Automated systems can handle tasks more quickly and accurately than manual processes. This leads to faster service provisioning, reduced downtime, and improved customer satisfaction. In a recent case the average time of a ported number was reduced from +5 days to several hours. Automation helps operators scale their operations more easily as demand grows. It can be a necessity when activating high numbers during a migration.
Enhanced compliance
Automated systems can help ensure consistent compliance with industry regulations by enforcing policies and procedures. Coming back to number portability in the UK a time limit is imposed of 48 hours. Automation is required to reach this already high threshold for many operators. Automation reduces the risk of costly penalties and helps operators maintain a strong reputation in the market.
Increased agility
Automated systems can adapt quickly to changing market conditions and customer demands. This allows operators to rapidly introduce new services, respond to competitive threats, and capitalize on emerging opportunities.
How Netaxis enables simplification and automation for telecom operators
Netaxis Solutions is a trusted partner for over 70 leading telecom operators, providing expert voice engineering services and tailored enabling platforms like Fusion (UC enablement platform), APIO (orchestration platform) and SRE (routing platform) to simplify and automate voice service management.
Netaxis delivers this through:
- Specialized voice engineering expertise: Netaxis’ team of voice experts ensures operators can deliver high-quality fixed voice services.
- Customized platforms: Netaxis’ platforms, such as FUSION, SRE, and APIO, are designed to meet the unique needs of telecom operators, facilitating seamless integration of fixed voice with UCaaS and CPaaS solutions.
- Automation and orchestration: By implementing automation tools, Netaxis helps operators manage their networks more efficiently, reducing complexity and operational costs.
By partnering with Netaxis, telecom operators can streamline their voice service management, reduce costs, enhance customer experience, and stay competitive in the rapidly evolving telecom landscape. Do not hesitate to reach out how Netaxis can support your to turn your challenges into opportunities.
