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The Evolution of Telecom Customer Experience Platforms

Telecom providers operate in an environment defined by constant connectivity and rising digital expectations. Customers expect frictionless onboarding, proactive support and personalized communication across every channel. Meeting these expectations requires more than incremental upgrades. It demands unified customer experience platforms that connect engagement management, analytics and operational systems. Netcracker’s recognition as a Leader in the IDC MarketScape for Worldwide Customer Experience Platforms for Telecom reflects this strategic alignment. The evaluation acknowledges strengths in delivering scalable, integrated solutions that enable operators to modernize engagement strategies while maintaining operational efficiency. As telecom markets become more competitive, the ability to deliver differentiated digital experiences becomes a decisive advantage. Industry leadership in this domain reflects long term vision and consistent execution. Learn more about this industry re...
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How Agentic AI Is Shaping the Future of Telecom at MWC 2026

Artificial intelligence dominated discussions at MWC 2026, but the real conversation was about implementation and impact. Netcracker demonstrated how agentic AI can move telecom providers from reactive processes toward intelligent and adaptive operations. Unlike traditional automation systems, agentic AI combines contextual understanding with decision making capabilities. This enables telecom operators to manage complex business and network environments more efficiently. At MWC 2026, Netcracker showcased how this approach enhances revenue management, strengthens customer relationships and improves operational coordination. One of the key themes was intelligent revenue acceleration. By leveraging real time insights, service providers can create more personalized offers and better align services with customer needs. Another focus was operational efficiency, where AI powered systems help streamline processes and reduce complexity. The event emphasized that the telecom industry is enter...
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How Customer Management Drives Successful Sales Automation in Telecom

Sales automation is increasingly central to telecom growth strategies, but automation initiatives often struggle when customer data is fragmented or poorly managed. Without lifecycle visibility, automated sales processes fail to deliver consistent outcomes. This blog explains how customer management systems provide the structure needed to support automated sales workflows. By centralizing customer information and aligning it with automation strategies, telecom operators can improve efficiency, reduce manual intervention, and respond faster to customer demands. Customer-centric design emerges as a key factor in building scalable and sustainable sales automation models. CTA: Read the complete article on customer management and telco sales automation here
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Swisscom Expands Autonomous Networking Capabilities with Domain Orchestration

The telecom industry is experiencing rapid transformation as operators adopt automation and orchestration to support next-generation services. For B2B customers in particular, the need for agile, reliable, and scalable connectivity has placed increasing pressure on traditional network operations. Swisscom has been actively addressing these challenges through its autonomous networking strategy. A key component of this strategy is the expansion of domain orchestration capabilities to support B2B overlay services and complex Business WAN environments. Challenges in B2B Network Operations B2B services often span multiple network and IT domains, making coordination and lifecycle management difficult. Manual processes can slow down service activation, increase operational costs, and limit the operator’s ability to scale efficiently. To overcome these limitations, operators are turning to domain orchestration platforms that enable end-to-end automation across heterogeneous environments. ...
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The Role of Intelligent Customer Experience in Telecom Transformation

Telecom operators are undergoing continuous transformation as they expand services adopt new technologies and respond to changing customer expectations. One of the most significant challenges in this environment is delivering a consistent and personalized customer experience across multiple touchpoints. Intelligent customer experience platforms are designed to address this challenge by unifying customer data and enabling smarter engagement. Traditional telecom systems often store customer information in separate databases related to billing customer care and network operations. This fragmented approach makes it difficult to gain a complete understanding of customer behavior. Intelligent customer experience solutions bring this information together into a single view allowing teams to analyze customer journeys more effectively and tailor interactions accordingly. AI plays a central role in enhancing customer experience. By analyzing large volumes of customer data AI driven tools can i...
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Why Telecom Operators Continue to Modernize Business Support Systems

Telecom operators operate in highly complex environments that require reliable systems to manage service delivery operational data and internal processes. Business support systems help connect network activity with billing customer management and operational reporting. As networks expand these systems must evolve to handle increased data volumes and service diversity. One area of focus in BSS modernization is mediation. Mediation systems collect normalize and distribute data between network elements and business applications. Improving these processes helps reduce system errors and supports smoother operations across departments. Modern BSS enhancements often prioritize configurability and internal development efficiency. By allowing teams to adapt systems more quickly operators can respond to service changes without major system overhauls. This flexibility supports both operational stability and long term planning. Rather than promotional announcements these system updates represen...
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Improving telecom billing operations through system modernization

Telecom operators often modernize revenue systems to improve accuracy scalability and operational performance. SLT MOBITEL recently completed a revenue management modernization project that consolidated billing operations into a single platform. The updated system supports both retail and enterprise services and is designed to handle growing transaction demands. By modernizing its revenue infrastructure SLT MOBITEL aims to maintain billing reliability while supporting business growth. The project also includes long term support services to ensure system stability. Read the official announcement now!
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