The telecommunications sector is on the brink of a transformative leap as operators transition from legacy copper-based network systems to advanced fiber optic systems. This change, driven by the increasing demand for greater bandwidth, speed, and reliability, promises unprecedented levels of connectivity in the future. The transition benefits both operators and users, delivering faster and more reliable connections. While migration has challenges, the potential benefits are immense and far outweigh the risks. For this, telecom operators need to change; however, this must be done appropriately, coordinating the activity’s customer management and operational aspects.
At the heart of a successful transition are the telecom professionals, whose expertise and dedication will be crucial in integrating innovative solutions that enhance customer experiences and streamline operations. This blog explores how effective planning and automated support systems can revolutionize the customer journey throughout the migration process. It also looks into the importance of efficient workforce scheduling and robust inventory management, empowering telecom professionals to embrace these tools and recognize their vital role in shaping the industry’s future.
The Challenge of Legacy Copper Networks
Legacy copper networks, once the backbone of telecommunications infrastructure, have become outdated and need to be updated to meet the current demand for high-speed and high-capacity communication. The challenges stemming from the continued maintenance of these networks are significant and must be urgently addressed by telecom operators globally as they introduce new technologies like fiber. The main issues with these networks include operational inefficiencies, cost pressures, limited growth, and the inability to meet current and future opportunities for digitization.
One of the most pressing challenges with copper networks is their high operational expenditure (OPEX). Compared to fiber networks, the maintenance costs of copper infrastructure are 2x—7x higher. These networks are more expensive to maintain and significantly less efficient. Energy consumption is 3x – 6x higher in copper networks than fiber, making them environmentally and financially unsustainable in the long run. Additionally, the fault rates in copper systems are five to ten times higher, leading to more frequent service interruptions, increased repair costs, and poor customer experiences.
Copper networks, too, require intervention to meet the demands for services needing substantial bandwidth, such as streaming, cloud applications, and broadband Internet of Things (IoT) devices. Copper infrastructure’s data transfer capacity is less fast and dependable than fiber networks’ since there are limitations on the data transmission capacity. The drawbacks of using copper-based services are sluggish internet speeds, many interruptions, and disruption in internet needs, leading to heightened dissatisfaction.
Customer churn is another issue that needs to be addressed, which, in most cases, is related to the drawbacks of the copper networks. Studies show that users utilizing copper services experience a customer churn of 5-10 percent more than users on fiber. Since customers are now more in need of better and much faster internet, many telecom providers stick to copper, and the risk of losing customers as other operators that provide fiber or mobile broadband services is rising.
What are some other significant issues? The need for more skilled resources to operate copper networks is quickly changing. As telecom providers build up their bouquets, maintaining copper assets ceases to be an enemy objective. This talent void adds operational layers and hurts their ability to deliver services.
Optimizing the Changeover from Copper to Fiber with StraViso’s Digital Concierge
StraViso indicates that it is reasonable to utilize the company’s extensive telecom competence to assist clients with the strategic and operational planning of communications service provider (CSP) modernization projects. With the help of the AI Engine and Automation, our Digital Concierge reduces the port-in cycle time, increases customer conversion, and lowers the operational expenses for the CSPs. It also manages port-outs, ensuring SLA compliance and business continuity. The Digital Concierge identifies coverage challenges and implements targeted strategies to prevent delivery failures by continuously monitoring the user order activity.
StraViso AI enhances this process by analyzing internal and external data to pinpoint service addresses eligible for migration within specific markets and network nodes. Using next-generation nano-chat bots, it retrieves subscriber account details and delivers personalized outbound communications via calls, chats, or texts—highlighting migration details, benefits, and incentives. Simultaneously, all relevant information is shared with agents for seamless follow-ups.
- Optimized customer journey
The migration from copper to fiber impacts millions of users, often causing service interruptions or requiring plan changes. Digital Concierge enables telecoms to manage the entire customer lifecycle precisely. By leveraging AI-powered tools, operators can proactively address customer needs, deliver personalized notifications, schedule installations, and pre-emptively resolve potential downtime issues. This tailored, real-time engagement ensures minimal disruption and enhances customer satisfaction throughout the migration. - Efficient workforce management
Fiber deployment requires a well-coordinated field workforce to handle installations and technical upgrades. Integrated with field operations systems, Digital Concierge streamlines technician scheduling based on skill sets, location, and job priority. This reduces inefficiencies, human errors, and operational delays. Additionally, it enhances transparency by providing real-time updates to customers on appointment status, ensuring a smooth and predictable service experience. - Smart inventory and asset control
Managing the inventory required for fiber applications such as cables and network equipment can be a logistical challenge. The digital concierge integrates with inventory management systems, providing real-time visibility into stock levels and supply chain activity. This ensures that critical materials are available when and where they are needed. Improved inventory control optimizes resource allocation, reduces operating costs, and improves time-to-market for fiber launches to avoid costly delays.
- Improved 24/7 customer support
Customer inquiries and service interruptions during moves are expected. With our digital concierge, telecom companies can provide 24/7 support through AI-powered virtual assistants that help answer technical questions. Update installation or upgrade the service to let human agents quickly resolve complex issues by automating routine queries. Increasing efficiency will ease the burden on customer service teams, reducing costs while improving customer experience. - Data-driven insights
Copper-fiber migration produces enormous amounts of data. From installation progress to customer feedback and network performance, Digital Concierge is central to collecting and analyzing these data points. Operators can make data-driven decisions to optimize future migrations by identifying potential inefficiencies and obstacles. We continuously improve our approach to increase cost efficiency and customer satisfaction. - Smooth billing and service transition
Clear communication about new pricing and plans is critical as customers shift to higher bandwidth services. Digital Concierge facilitates this by offering transparent, automated billing and service options. Customers can compare packages, upgrade services, and easily manage transactions through the digital concierge. This smooth transition reduces customer confusion and ensures a smooth path to monetization from the improved infrastructure.
Benefits
- 24/7 Availability
- Fully Automated
- No human error
- Quick processing time
- Customer Satisfaction
The shift from copper to fiber optic networks is imperative for telecom operators to thrive in today’s dynamic digital landscape. Customers demand more bandwidth, speed, and reliability. Prioritizing this change is, therefore, critical to maintaining competitiveness. While challenges such as high operational costs and increased customer churn from ageing infrastructure are significant, they are manageable.
Accelerate your FTTH rollout with AI-powered Digital Concierge. Contact us to learn more.
