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RPA in Telecom Industry

Telecom industry is well placed to take advantage of next generation technologies, one of which is Robotic Process Automation. Adopting RPA in Telecom will help them overcome chronic issues that ail them and will not only help them improve their business operations but also give them a competitive edge.

One of the most essential priorities for the telecom operators is the ever increasing customer expectations and how to positively manage that experience. Customer is the central focus of the telecom service providers.

Robotic Process Automation (RPA) can play a pivotal role in driving transformation across the telecom industry, bringing greater efficiency to telecommunications functions – from supply chain and operations to enterprise management and customer care.

To stay relevant and grow revenues in the digital era, telecom companies need to rapidly modernize existing services and business processes.

RPA in telecom enables companies to not only reduce operating expenses and capital expenditure, but to boost customer responsiveness. By streamlining execution of once complex, labor-intensive and time-consuming processes such as billing, data entry, ticket management, and order fulfillment, RPA frees telcos to be more dynamic

Network Management

Compliment your network speed demands with the processes that can keep your client’s expectation of service. Automated resolution for straight through tasks in the event, incident and diagnostics management areas, thereby giving your network engineers time to handle the tricky stuff rather than being tied up with volumes of processing.


Incorporating RPA in Telecom makes sure you never miss a billing or invoicing cycle with confidence by automating your customer data management, invoicing, reconciliation, receipts across multiple channels and departments with you virtual enterprise workforce.

Applying credit/discount on the account

Configured intelligence by the virtual enterprise workforce to automate swivel chair applications involving manual transfer of transaction data for efficient decision making when it comes to credits and discounts. In addition, attain the highest compliance and security with checks for fraudulent activities, checking IMEI in different applications, blacklisted number checks, etc. Temporarily lockdown accounts showing fraudulent activity or even cancel them permanently to safeguard your organization’s interests.

How Watad RPA can Empower Telecom Industry

Simplified Data Entry

With OCR technology, RPA can help automate back office data entry process end-to-end from reading paper-based form data to entering in different systems.

Delightful Customer Experience

ML & NLP capabilities enable RPA to understand the customer query in natural language and provide appropriate answers from the past data reducing customer wait time. RPA can also help in auto-assignment of queries to respective team avoiding customer frustration.

Improve Network Uptime

RPA can predict and detect possible network issues when connected to different systems to avoid network downtime and improve customer experience. It’ll also help the support team to stay updated with the latest issues in real-time to provide actual cause to customer and resolution time.

Forecasting and Decision Making

Telcos receive reports in different formats from disparate systems. RPA can integrate with different systems to analyze data and provide a report in minutes instead of hours when done manually. This improves accuracy and helps in faster decision making with the latest possible data.

Benefits of RPA in Telecommunication

  • Smarter and faster customer support
  • Reduced network downtime
  • Faster and more accurate decision making
  • Reduced error and time in the back office and mundane tasks
  • More accurate processing and invoices and thus faster payments
  • Integrated systems improve reporting and information availability

Case Study : ROI of 650-800%

within a 12 month net payback period


Delivering an efficient and competitive back office Long term growth and profitability in the telecoms sector is heavily dependent on the quality and efficiency of customer service and the impact on C-Sat scores. Where margin is driven by the ability to price tariffs competitively in the market, the productivity and effectiveness of people, processes and systems is vital Effective handling of the demand spikes resulting from new campaigns and product launches (e.g. new mobile handsets) is critical to maintaining a consistent customer experience and effective management of operational cost Increasing the proportion of digital customer service interactions is seen as a key enabler for providing a more personalised service. However, delivering an effective channel strategy requires greater operational agility and responsiveness


  • - 15 core processes automated
  • – 100+ FTE savings
  • – 400,000-500,000 RPA transactions processed per month
  • – 100% execution accuracy
  • – 300% increase in productivity

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