Communications service providers are continuing their digital transformation journeys by trying to get to grips with agentic AI. Antony Savvas looks at the key areas they are focusing on, including AI tooling for cloud migration, telco-specific agentic care solutions and network operations, enabling service providers to deliver smarter, more intuitive customer experiences.
Much of the activity involves finding key technology providers and striking important alliances. Customer delivery and experience in the AI space is now front of mind and T Wholesale, the wholesale arm of Deutsche Telekom, has completed a major business support system (BSS) transformation in partnership with Enxoo to deliver it.
Enxoo is a Salesforce consulting and implementation partner for the communications industry. Built on Salesforce’s Agentforce Communications, and powered by Enxoo for Wholesale, T Wholesale’s new agentic AI-based platform unifies its global sales and delivery processes, enabling faster customer response, streamlined operations and accelerated service launches across its international footprint.
“This transformation is a significant step in our ongoing journey to simplify and digitise our global operations,” says Silke Hoesch, the senior vice president of digital, data and billing at T Wholesale. “By unifying our BSS, we’re giving teams the agility and transparency needed to deliver exceptional service to customers and partners worldwide.”
The two-year programme reimagined T Wholesale’s international lead-to-cash process, from quoting and ordering to delivery and billing, enhancing automation with features like attribute-based pricing, serviceability checks and instant quote generation.
“This project shows what’s possible when carriers embrace true digital transformation,” says Krzysztof Zych, the chief executive of Enxoo. “By combining Agentforce Communications Cloud with Enxoo for Wholesale, T Wholesale now has the agility to innovate and scale at the speed the market demands.”
Antony Savvas