In today’s telecoms landscape, communications service providers (CSPs) are navigating declining revenue from traditional services while facing fresh challenges in emerging markets. They must innovate while maintaining their operational strengths. Many CSPs are hindered by legacy systems and ingrained practices that limit efficiency and growth. Achieving a balance between operational excellence to sustain existing services and embracing new technologies is essential to remain competitive.
Technological integration and the development of unique service offerings are increasingly important, especially as CSPs adapt to varied business models in B2B, B2C, and B2B2X domains. Revenue growth is expected to stem from emerging markets and advanced tech adoption, but it requires CSPs to shift strategically.
B2B has gained traction, particularly in IoT, cybersecurity, and cloud services. Businesses, including SMEs and public sector entities, are leaning on CSPs for digitalisation and security needs. However, CSPs must decide whether to manage B2B operations on a separate stack or integrate both B2B and B2C on a single platform. Success hinges on automation for mass services while retaining flexibility for bespoke solutions. A converged platform offers an edge, enabling CSPs to serve both consumer and enterprise customers with integrated offerings and even facilitate “X-as-a-Service” solutions.
With new B2B opportunities on the horizon, particularly in generative AI, CSPs can help businesses with automation, data analytics, and decision-making tools. Offering AI-powered services, such as model training and deployment, could set CSPs apart as enablers of advanced business applications.
API monetisation represents another area of growth. By exposing network capabilities to developers, CSPs can build new revenue streams and foster innovation. APIs allow for connectivity integration in devices, supporting the rise of “Network-as-a-Service” offerings. A centralised product catalogue paired with flexible billing systems further enhances this potential, allowing CSPs to experiment with pricing models and monetise assets such as cloud and edge computing.
Smart city projects present a substantial opportunity for CSPs to deliver connectivity, data management, and automation across urban systems. By acting as a backbone for municipal management—from utilities to transport—CSPs can establish new revenue streams through essential cloud hosting, analytics, and “as-a-Service” solutions tailored to city operations. BSS/OSS platforms with unified catalogues support these initiatives, streamlining billing and service management across diverse customer types.
Agility remains a defining factor in CSPs’ ability to innovate. Smaller operators and virtual networks often launch new services faster, gaining market share by quickly responding to consumer demands. Free from the burden of legacy systems, these entrants adapt rapidly, experimenting with services like digital entertainment and mobile payments. In response, traditional telecoms players face pressure to modernise and pivot towards a culture of agility.
BSS/OSS modernisation is integral for streamlining operations, enhancing customer satisfaction, and enabling the swift launch of new services. CSPs are increasingly incorporating AI and automation to reduce costs and improve service delivery. AI’s “fail fast” approach supports competitive positioning by enabling rapid testing of new services and analysing customer data to drive personalised offerings. AI-driven automation also enhances customer relationship management and revenue assurance.
Given rising customer expectations, CSPs must innovate swiftly, leveraging low-code platforms, AI analytics, and automation. Open APIs and an Open Digital Architecture make integration more accessible, allowing CSPs to evolve their BSS/OSS platforms as needed. Modernised, agile systems will be essential for CSPs aiming to monetise new network capabilities and increase engagement through advanced digital experiences.
For telecoms providers, adapting to these trends and evolving technologically will define their ability to drive sustainable growth, meet changing market demands, and secure their role in a fast-evolving industry.
Cerillion plc (LON:CER) is a leading provider of billing, charging and customer management systems with more than 20 years’ experience delivering its solutions across a broad range of industries including the telecommunications, finance, utilities and transportation sectors.
