HKT is partnering Huawei on a customer-centric approach to digital transformation
HONG KONG–Hong Kong telecom operator HKT is currently undergoing a process to implement an integral digital transformation process in a move to capture growth opportunities in the digital era, the telco’s general manager Alex Arena said in a keynote presentation during the Huawei Operations Transformation Forum 2017 this week.
The executive said the main goal of HKT’s digital transformation project is to establish new cloud-based infrastructure and platforms to enhance the capabilities of HKT’s operations. The telco has partnered with Huawei for the provision of solutions and services for this process, he added.
Arena highlighted the telco is moving towards a new business model in which verticals and IoT will be key. Arena said that HKT’s digital transformation process implies that the telco is moving from a network-centric perspective to a customer-centric perspective. The executive said that this whole transformation process includes a network transformation, a business process transformation as well as a service transformation.
Arena also said the company is also implementing an IoT strategy as future communications will be people-to-machine and machine-to-machine. “People-to-people is not going to be the bulk of our business,” he said.
“In the digital era, customers expect services to be user-centric, responsive, user-defined and self-served. We are building a new cloud-based platform as a solid foundation for future-oriented operations and networks. This will enable us to unlock the enormous potential of digital services for customers and for future business growth,” Peter Lam, managing director of HKT Engineering, said.
During the event, HKT unveiled a number of initiatives that show the telco’s new digital operations and platform capabilities, as well as how they enhance customer experience. These include:
– Enterprise customer self-servicing – One example is that enterprises can manage mobile data usages of their staff online, with functions such as service subscription, quota management and splitting of bills for business and personal usage;
– Account manager one-stop shop through sales operation portal – Account managers can offer enterprise-to-enterprise service to customers online all the way from service subscription, service configuration to service activation; and
– Intelligent operation and maintenance for cloud-based network – Customers can manage cloud-based network more efficiently such as through self-deployment of services and capabilities.
HKT provides fixed and mobile telephony as well as broadband services in Hong Kong. In the mobile telephony segment, the operators currently offers a 600 Mbps and aims to launch a 1 Gbps service by 2018. The telco currently has 4.2 million customers in the mobile segment.
