the processes used to manage service providers’ field-based operations technically “worked” as needed back when most service calls were recorded on paper and most dispatches where done by frequent calls between the technician and the in-office dispatcher. However, the truth is that systems work better today thanks to commonly-deployed technology that uses CAD apps, online work tickets, digitalized service records and both automated and field-based payment options.
Although telecom industry only representing 4% of this study, researchers could detect that telcos can become leaders in adopting cloud technology.

Most industries slowed cloud adoption, but the scenario was not the same to telecom companies that continued to progress in cloud technology adoption. This technology has helped companies from the industry to continue offering connectivity and services when people needed it most.

But where are Telcos using cloud technology?
In the case of unlocking AI and data benefits from the cloud, telecoms companies were rated the highest of all the surveyed industries, in Infosys study.

Telcos are really taking advantage of cloud technology, by using AI to process and analyse data to get insights from clients, to monitor consumption patterns and provide better experiences for its customers. All this automation is also helping telcos to improve back office management such as billing, workforce management and more.

Main concerns of Telcos in adopting cloud technology
Telecom companies have three main concerns in what comes to adopting cloud technology:

Security;

Ability to measure and track value realization;

Regulation and compliance.

Security is the main concern of telcos due to the increase of cyberattacks in the last years. According to sector reports, in 2019 almost 43% of telcos have suffered from DNS-based malware attacks.

Although these concerns, they are not a barrier in what comes to adopting cloud technologies by companies from the sector, since they keep focused in making this migration, with the goal of offering better experiences to their customers and to improve their own processes.

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