The telecom industry is under constant pressure to adapt, not only to new technologies but also to rising customer expectations. Contact centers struggle with high call volumes, while field teams often face delays caused by outdated tools or disconnected processes. Manual work in corporate services slows decision-making and creates frustration for both staff and clients. That is why many providers are now turning to such solutions, like the one described on the site https://banzait.com/industry/telecommunication/ with workflow automation. Platforms like Banza’s AI-native CRM help in reducing routine tasks, improving service speed, and creating a smoother customer journey, making growth more manageable.
The Growing Need for Automation in Telecom
The telecom sector has never been simple. Companies must serve huge customer bases, operate across multiple channels, and manage a variety of services at once. When automation is missing, teams end up stuck with a patchwork of disconnected systems. In practice, this means lost messages, scattered customer data, and frequent mistakes. Banza highlights that as many as 67% of clients may walk away after repeated poor experiences. Long queues on hotlines or inconsistent answers from staff are enough to push people to competitors.
Traditional automation projects, however, can take years, slowing much-needed improvements. At the same time, telecom providers face recurring issues:
- Weak segmentation that limits personalized offers.
- Poor analytics for decision-making.
- Difficulty scaling operations as demand grows.
Relying only on manual processes leaves companies exposed. These ongoing challenges show why a faster, unified, and automated approach has become essential.
How Automation Transforms Telecom Operations
Automation of processes in telecom companies helps to get rid of the chaos of disparate systems. Banza solutions based on Creatio combine requests, communication, and service in a single space. For example, in the contact center, operators see the entire history of the client and can resolve their issues faster, which increases trust and loyalty. In one of the projects, this made it possible to reduce the time for processing requests and increase the productivity of the team. Automation is also useful in other areas: for example, lending to corporate clients becomes faster due to the reduction in approval time, and field services receive tasks more accurately and respond to requests without delays.
Driving Business Goals with Automation
Automation in the telecom sector is not only about solving current problems, but also about business development. For example, Banza helps companies integrate contact centers and customer portals, which allows them to work with a growing flow of requests without losing quality. Aurora used Creatio to make shopping more convenient and accessible for its customers.
The practical value of automation is also visible in other projects: Astana Motors, thanks to the Banza chatbot, quickly responds to WhatsApp and Telegram, relieving operators. Tavria V launched a loyalty program that really increased customer interest, and Kredobank was able to implement Banza solutions in a matter of months, reducing the time frame almost threefold.
Real-World Impact and Scalability
Banza demonstrates the impact of automation in practice. For example, Umico connected Creatio to the Webitel system, which allowed it to speed up call processing, and Alpari noted an increase in user satisfaction. These stories show that automation not only solves current problems, but also helps companies develop further.
Today, telecom operators find it difficult to do without such solutions. Platforms like Creatio close the problem of disparate systems and long implementation times, providing space for growth and experimentation. Flexible configuration without code, personalization based on data, and an emphasis on real results make automation a working tool, not a buzzword. The experience of Birmarket, Aurora, and Tavria V clearly confirms this.
Founder Dinis Guarda
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