Latest news with #Telco
Forbes
a day ago
- Business
- Forbes
Breaking The Telco Legacy Paradox In The GenAI Era
Yogesh Malik, Global CTIO / CTO of the Year 2017 / Embracing New Tech Trends for Customer Experience / Telco Digitalization. The telecom industry has long been at the heart of digital transformation—from the first dial tones to the immersive, low-latency promise of 5G. We've helped usher in a fully digital lifestyle, enabling faster speeds, better experiences and seamless connectivity. But telecommunications companies now face a profound internal contradiction: the Telco Legacy Paradox—the tension between the need to transform and the convenience of remaining a commodity. As a chief technology innovation officer (CTIO), I've encountered this paradox continuously over the past 30 years, transforming telcos across continents. While consumers and enterprises thrive in a fast-paced, digital-first ecosystem, telcos still manage deeply entangled legacy environments. Think radio stacks spanning from 2G to 5G, over-customized IT systems, undocumented business logic and aging domain expertise. Every generation of technology layered on complexity without fully retiring the past. The result: decades-old systems weighing down innovation and stretching already tight budgets. This isn't just a technical challenge—it's structural, economic and deeply human. Change requires a steep learning curve, and shutting down legacy systems carries real risk. Even 2G and 3G networks still power critical services, from utility IoT devices to rural voice access. Regulatory requirements, multi-generational customer bases and long-standing operational dependencies all make transformation harder than simply rolling out the next "G." With CAPEX and OPEX consumed by keeping the past alive, investments in next-gen architecture, platforms and experiences often struggle for support. Optimizing seems safer than transforming. But this safety is an illusion—it only delays the inevitable. GenAI: A New Path Through Legacy Until recently, eliminating legacy environments seemed prohibitively complex. Today, GenAI presents a compelling inflection point—an opportunity to overcome barriers with greater intelligence and automation. With the right mindset, bold leadership and smart application of GenAI, telcos can finally address legacy challenges in cost-effective and scalable ways. Unlike transformation tools of the past, GenAI can reason across the messiness of legacy systems. It can map undocumented data flows, automate IT operations, translate legacy codebases into modern languages and simulate the impact of sunsetting old technologies. GenAI is not just another tool—it's a catalyst for rearchitecting complexity at its core. By understanding data flows more deeply and using GenAI's capabilities, telcos can tackle legacy in these key ways: • Building A Knowledge Fabric: Leverage data flows to build a metadata-driven knowledge layer that reduces reliance on undocumented institutional knowledge. • Modeling Sunset Impact: Predict the cost, revenue and user experience implications of phasing out legacy technologies. • Automating IT Operations: Automate repetitive tasks and enhance support through AI-powered operations and intelligent assistance. • Refactoring Legacy Code: Analyze and modernize outdated codebases by translating millions of lines—such as COBOL—into more modern programming languages like Java. • Modernizing Infrastructure In Real Time: Deploy specialized AI agents to dynamically assess, update and rebuild complex infrastructure with minimal downtime. Mindset Over Mechanics But cutting-edge tools alone aren't enough. To fully leverage GenAI, CTIOs must lead a mindset shift—from reactive maintenance to proactive transformation. That means investing in data observability across the telco and IT stack, treating metadata as a strategic asset and creating a "living knowledge fabric' that outlasts individual tenures. It also means rethinking organizational structures, governance and KPIs to prioritize long-term simplification over short-term patchwork fixes. We must also acknowledge what we can't do alone. Legacy isn't just an internal challenge—it's a symptom of industry-wide fragmentation. Despite global standards like 3GPP, implementations remain highly customized. Interoperability is poor, vendor lock-in is high and talent pools are shrinking. Collaboration is essential. CTIOs should drive partnerships across GSMA, regulators and industry alliances. Initiatives like Open Gateway and standardized APIs are steps in the right direction. But we must push further—toward modular, federated architectures that de-risk future evolution. Reclaiming Telco's Place In The Digital Economy Digital connectivity is no longer a luxury—it's foundational to daily life. Yet 57% of the world remains offline. Telcos have a responsibility to close this gap and support broader digital infrastructure equity. The future CTIOs must go beyond technology orchestration. We must become data stewards, ecosystem builders and business model innovators. Only then can we turn telcos into 'data super factories,' unlocking the value of rich network telemetry and customer behavior datasets to power smart cities, public planning and ethical AI governance. Done right, this shift will improve economics, reinforce national digital strategies and reestablish telcos at the center of the digital economy. This is the moment to break the paradox. Yes, the challenge is real. But GenAI gives us the chance to eliminate legacy intelligently—if we're bold enough to act. The cost of inaction is no longer just technical debt. It's strategic irrelevance. Forbes Technology Council is an invitation-only community for world-class CIOs, CTOs and technology executives. Do I qualify?
RNZ News
17-06-2025
- RNZ News
One NZ upgrade causes internet outages in Auckland, Northland
Photo: Downdetector Customers in Auckland and Northland have faced a fresh internet outage. Telco One NZ has confirmed an "upgrade" it was performing caused problems for customers in Auckland and Northland for up to an hour from about 11am on Tuesday. On its website, One said some customers across the country may be experiencing a loss of their Internet and Voice services. "We know how important connectivity is for our customers and we're sorry for the inconvenience this caused. We will further review and learn from this issue, making changes outside of key hours wherever possible." Downdetector showed a spike in reports of outages on Tuesday morning. Spark said it does not have any network issues. The outage came after 'human error' caused a massive internet outage on 6 June, which saw many affected across the lower North Island. That outage lasted more than an hour, with an estimated 90 percent of customers in Wellington, Kapiti, Hutt Valley, Palmerston North and through to Napier impacted.
Buzz Feed
16-06-2025
- Science
- Buzz Feed
Dark, Creepy, And Horrifying Stuff You Should Know
Do you love all things weird, dark, and creepy? Subscribe to the That Got Dark newsletter to get a weekly post just like this delivered directly to your inbox. It's a scary good time you won't want to miss. Hello, friends! I'm Crystal, and I loooove going down a deep and dark rabbit hole, particularly late at night. And I wonder why I have trouble falling asleep…ha! But, much like going to a scary movie, I don't like doing it alone. So, every week, I'll gather the darkest, weirdest, and creepiest things I find on the internet (and beyond) to share just with you, my spooky-loving friends. So, tuck yourself in tight and get out that flashlight…it's about to get dark. Something that kept me up all night recently was the question: Where are the bones of the people who drowned when the Titanic sank? (Yes, these are the kinds of things I think about.) We always see STUFF in photos and videos of the wreck — parts of the ship, fancy dishes, personal belongings like watches and shoes — but we never see human remains, specifically bones. I decided to do a little deep-diving (no pun intended) and found a very simple but absolutely nightmarish answer. In an old NPR interview, deep-sea explorer Robert Ballard explained that the ship's wreck rests below the calcium carbonate compensation depth. What this means is that far down in the ocean, calcium carbonate (which is a primary component of bones) dissolves faster than it can accumulate. So, basically, after sinking to the bottom of the ocean floor, the victims' flesh was eaten by sea creatures, and then their bones DISSOLVED. Have fun thinking about that tonight. Occasionally, I like to ask the BuzzFeed Community to tell me about the most mysterious, cult-like, bad-vibes towns in the United States they've ever been to. And you'd be shocked at how many responses I get each time (or maybe not). This week's spotlight: Vidor, Texas 'It's just east of Beaumont and still a sundown town. Local infrastructure vendors, i.e. Telco, power, etc., know to send only white workers to that town for safety. I've been through once, and it just feels off, but I was also traveling with a Black friend."—Ok-disaster2022Interesting fact: The 2017 film Three Billboards Outside Ebbing, Missouri was inspired by the murder of Kathy Page in Vidor, Texas, and the billboards her father, James Fulton, put up after demanding justice. Wikipedia is like the Wild West. It's vast, lawless, and sometimes you can find some extremely weird things out there, like: the Salish Sea human foot discoveries Since August of 2007, there have been at least 20 DETACHED human feet discovered off the coasts of British Columbia in Canada and Washington state in the US. There are a ton of theories as to why JUST feet have been found — ranging from boating accidents, plane crashes, suicide, foul play, and even the 2004 Indian Ocean tsunami — but no one really knows the truth and they probably never will. Anton Yelchin — Died: June 19, 2016, Cause of Death: Crushed by his Jeep Grand Cherokee How he died: The promising young actor who starred in films like Odd Thomas and the popular Star Trek reboots was killed when his 2015 Cherokee rolled backward down the driveway of his Los Angeles home and then pinned him between the mailbox and security fence. His official cause of death was listed as 'blunt traumatic asphyxia.' Yelchin's parents eventually filed a lawsuit against Fiat Chrysler (the makers of the Jeep Grand Cherokee), as his vehicle was among 1.1 million others recalled. They reached a confidential settlement in 2018. Strange Darling (2024) What it's about: Nothing is what it seems when a twisted one-night stand spirals into a serial killer's vicious murder you should watch it: This acclaimed indie horror has a 96% rating on Rotten Tomatoes and Master of Horror himself, Stephen King, called it 'a clever masterpiece.' Where you can watch it: Streaming for free on Paramount+ or for rent for $2.99 on Fandango at Home. John Wayne Gacy Known as the 'Killer Clown' — a moniker given because of his public appearances as a clown before the discovery of his crimes — John Wayne Gacy was a serial killer active in the Chicago area in the 1970s, who had at least 33 victims. He would rape and torture his victims — young men and boys — before killing them either by asphyxiation or strangulation. Gacy was executed by lethal injection in May 1994. His last meal: A bucket of KFC chicken, 12 fried prawns, a pound of strawberries, French fries, and a Diet Coke. Well, we survived another week, friend. In the next issue, I'll talk about a teenage TikToker who recklessly killed six people, a medieval torture device I can't believe was actually real, and Ted Bundy's last meal. Until then, stay safe, keep the lights on, and I'll see you for another horrifying trip down the rabbit hole… Want more? Subscribe to the That Got Dark newsletter to get a weekly post just like this delivered directly to your inbox. It's a scary good time you won't want to miss.
AU Financial Review
13-06-2025
- Business
- AU Financial Review
Making transactions smarter – for businesses and customers
'As it is a near real-time payment solution, it dramatically reduces the delays caused by our current bank direct-debit solution,' Buckland says. Customer benefits Customers also have their own issues with managing their payments. A common challenge is keeping track of multiple direct debits coming out of their account, especially when they're spread across bank accounts and credit cards. But this new digital transaction system aims to provide a smooth digital customer experience, allowing customers to see all their recurring payments in one place — via their banking app or online — where they can easily authorise new agreements, or cancel or pause existing ones. In addition to the added transparency, this also makes for greater security — another reason why Dymocks Tutoring is trialling the technology. With customers required to approve any direct debit/payment requests within their authenticated banking channel, that extra layer of security gives them much needed peace of mind in their interactions with the company. 'One of our motivators has been an increasing concern from customers about the security of their data and payment details,' Buckland explains. 'In an era of ever-increasing data breaches, customers are understandably hesitant to provide payment identifiers and want to be more in control of their financial arrangements. We see this as a perfect way to give customers the control and certainty they seek, all through a system they already have confidence in.' Telco makes things clear Australian telecommunications company More Telecom will also use the payment solution, and believes it will make online transactions significantly easier. As well as offering its customers the option to use PayTo to pay bills, More also intends to use it to allow new customers a way to check out online and sign up for its services without needing a credit card. Faster notifications of when payments are made — and of any pause or cancellation of payments — aims to improve transparency and efficiency for businesses. It also notifies customers when a payment in connection with their account is made, paused or cancelled, giving customers the same benefits of transparency and efficiency. 'This efficiency enables More to provide a better experience for the customer in relation to payment queries and billing issues,' says More's chief innovation officer, Ryan Marks. Banks on board PayTo is available through online banking with more than 50 banks, financial institutions and credit unions. CommBank's general manager for Real Time Payments and Payments as a Service, Alison Chang, says the technology supports several use cases. 'It can be integrated into a business or government entity for their end customers to pay for utilities, fund a digital wallet, transfer funds in me-to-me transactions, buy things in an app, online or instore, as well as subscribing to services,' she says. PayTo runs on Australia's real-time payments network, the NPP, operated by Australian Payments Plus (AP+). AP+, which also owns BPAY and eftpos, views PayTo as an important step toward transitioning payments to the NPP and away from the legacy BECS payment system, which is expected to close in 2030. AP+ product lead Oli Mitchell believes the technology's benefits go beyond replacing direct-debit payments. 'PayTo can be used by businesses to manage disbursements such as payroll, dividends and accounts receivables, by employers sending superannuation payments, and by purchasers completing property transactions,' he says. Because these agreements can effectively be used as 'payment authorities', Mitchell explains they can also be used by businesses to outsource routine payment processes, such as payroll (up to a pre-approved limit) or invoice payments handled by their accountants. Things you should know Commonwealth Bank of Australia ABN 48 123 123 124, AFSL and ACL 234945. PayTo and PayID are registered trade marks of NPP Australia Limited ABN 68 601 428 737. This article is intended to provide general information of an educational nature only. It does not have regard to the financial situation or needs of any reader and must not be relied upon as financial product advice. You should consider seeking independent financial advice before making any decision based on this information. The information in this article and any opinions or conclusions are reasonably held or made, based on the information available at the time of its publication.
Channel Post MEA
06-03-2025
- Business
- Channel Post MEA
Du And Microsoft Collaborate To Transform AI Call Center Operations
du has announced an innovative collaboration with Microsoft aimed at enhancing call center operations through advanced AI technologies. This collaboration, unveiled at the Mobile World Congress (MWC) 2025, marks a significant milestone in enhancing customer engagement and operational efficiency for du. Through this collaboration, du and Microsoft will work together on the AI Call Center Transformation, using Microsoft's generative AI and cloud services to provide a highly personalized customer experience. Driven by a commitment to operational excellence and customer-centric innovation, both companies are working together to transform du's contact center operations, addressing challenges such as stringent national data privacy regulations by utilizing hybrid cloud technologies. These technologies provide the scale and innovation of the cloud while maintaining compliance with national data privacy regulations. Diego Camberos. Chief Customer & Channels Officer at du said: 'Through our collaboration with Microsoft, we're setting new standards in customer service and operational efficiency. Leveraging the state-of-the-art AI tools from Microsoft enables us to anticipate and exceed our customers' expectations in every interaction. Together, we're crafting a future where technology serves as a bridge to more meaningful, efficient, and personalized customer engagements.' The project uses Microsoft's cutting-edge AI technologies. These solutions will provide real-time call insights, post-call analytics, and automated VoiceBot support, ensuring full compliance with data privacy regulations. The solution supports many of the common languages used in the UAE's expat-rich population, ensuring great service regardless of the language spoken by the subscribers. Silvia Candiani, Vice President, Telco, Media & Gaming, at Microsoft said: 'We are pleased to collaborate with du to bring innovative AI solutions to their call center operations. This collaboration underscores our commitment to empowering businesses with cutting-edge technologies that drive operational excellence and customer-centric innovation.' By implementing these advanced AI solutions, du aims to improve First Call Resolution (FCR) rates, reduce Average Handling Time (AHT), and enhance overall customer satisfaction. The automated VoiceBot, part of the subscriber copilot being developed, will reduce the volume of calls to the contact center and optimize the usage of human agents by handling routine inquiries and providing intelligent responses. Additionally, the AI models will enable targeted retention strategies, boosting customer retention and revenue generation opportunities. Furthermore, the project positions du to monetize the solution, creating a new revenue stream. With the learnings from the solution being run for one of the largest datacenters in the UAE, du will also help other government and commercial contact centers in the UAE transform their customer experiences and contact centers by providing these capabilities as part of their du Tech AI and cloud solutions portfolio. The alignment with national data regulations ensures that these solutions meet the highest standards of data privacy and security. As part of the collaboration, du will focus on upskilling and reskilling its workforce to utilize the latest innovations in AI and cloud services, ensuring they are equipped to handle the evolving demands of the digital landscape. Microsoft will support du in this endeavor by providing training and resources to help their employees adapt to the new technologies. 0 0
