Why Call Centers Can’t Wait on S/4HANA
— And Don’t Have To

By: Gerald Schlechter

Modern call centers aren’t just answering phones -- they’re expected to resolve issues instantly, personalize every interaction, and operate with ruthless efficiency. Customers demand seamless, real-time support across channels while agents require fast, accurate data to be effective. Leadership faces mounting pressure to reduce costs, improve KPIs like Average Handle Time (AHT) and First Call Resolution (FCR), and drive digital transformation.  For organizations running SAP ECC, meeting these goals is a challenge…

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How Connectivity at the Edge
Streamlines Operational Agility

By: Slavko Djukic, VP Product Line Management & Technology - SOLiD Americas

Today's businesses need to be more agile than ever before. Under pressure from rising costs, increasing competition, and global supply chain constraints, a business’s profitability hinges on the ability to quickly adapt and innovate. In today’s hyper-connected digital world, achieving operational agility requires the capability for employees, devices, and safety personnel to stay connected at all times — everywhere — throughout buildings and across campuses. This always-on, in-building voice and data connectivity is critical for businesses and public institutions to maximize efficiency and productivity, as well as optimize the guest experience…

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Four Smart Ways to Increase Telecom Customer Engagement and Strengthen Brand Loyalty

By: Dan Carella

Across the board, telecom enjoys a stickiness with consumers other industries might envy. While brand allegiance may appear alive and well, the reason customers stay with their telecom providers has less to do with loyalty than inertia. People are primarily avoiding the hassle of changing providers.That said, individual telecoms have an opportunity to shift the narrative. By prioritizing positive retention strategies over those that may be restrictive, telecom brands can deepen engagement and build genuine loyalty — transforming from a provider people merely live with to one they can’t live without…

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The Autonomous Revolution: Why
Forward-Thinking Retailers Can’t Afford to Wait

By: Len Wierzbicki, Head of Strategy - Badger Technologies

In the rapidly evolving landscape of retail operations, a silent revolution is reshaping the way retailers manage their stores, supply chains, and customer experiences. Mobile autonomous robots (MARs)—once seen as futuristic novelties—have firmly established themselves as essential technologies driving measurable competitive advantage. What was once aspirational is now operational.  Early adopters of MARs are reporting double-digit improvements in operational efficiency, inventory accuracy, and customer satisfaction…

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5 Step Roadmap to Transforming Operations
for the Age of Intelligence

By: Miguel Carames

In today’s rapidly evolving telecom industry, Communications Service Providers (CSPs) face a growing challenge: delivering innovative services at scale, containing rising operational costs, and meeting soaring customer expectations - all the time. Artificial Intelligence (AI), automation, and analytics offer a clear path forward. Beyond operational improvements, these technologies give CSPs a chance to reimagine their role in the digital value chain â€” not just as service providers, but as AI-native organizations that embed intelligence into the heart of their networks and decision-making…

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AI and EQ: The New Advantage
in Tech Talent Evaluation

By: Napoleon Rumteen

Have you ever onboarded an engineer who aced every technical assessment, impressed everyone during interviews, and seemed destined for success but quickly fell short? Within weeks, friction sets in. Teams grow frustrated, clients feel misunderstood, and productivity slows to a crawl. It's not as rare a scenario, yet it's a recurring, costly inefficiency many tech companies face. This has led to the golden age of emotional intelligence (EQ), where soft skills are the greatest asset companies should pursue, and their measure is objective and attainable…

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Reducing the Carbon Footprint of Network Construction

By: Philippe Rossier

Navigating competitive markets, tackling interest rates and build costs, and increasing subscriber uptake are some of the key challenges facing network operators and internet service providers (ISPs).   Yet sustainability is rising fast as a priority for many telcos, with many having ambitious targets to decarbonize their operations. Besides their targets, much can still be practically done to cut Scope 3 emissions, which account for the bulk of telecom businesses’ carbon output…

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Rebuilding the Backbone: Reinventing the
U.S. MVNO Market for a Platform-Based Future

By: Liz Parry

The United States leads the world in average revenue per user (ARPU), a metric often used as a shorthand for telecom market maturity. However, this apparent success masks a critical weakness. The U.S. mobile virtual network operator (MVNO) sector remains a fragmented, underpowered collection of legacy systems and outdated business models. In contrast to Europe, where MVNOs have evolved into agile, platform-driven operations, the American market is showing its age. Trump-era policies and the exposure of systemic weaknesses This is not merely a matter of industry inertia…

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Building a More Personalized Collections Model
for Wireless Carriers and Telco Providers

By: Andy Beddoes

U.S. consumers are feeling the pain of massive financial strain. Many individuals are falling behind on payments -- particularly for credit cards and auto loans -- with delinquency rates now at their highest levels in 15 years. Recent survey data shows one in three (33%) consumers have trouble managing their debt, and 35 percent can't pay all of their bills on time.   In the past, wireless carriers and telco providers have been shielded from this havoc, as the vast majority of consumers prioritize paying their mobile phone and internet bills…

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Right LLM and Configuration
for Your Operations Agent

By: Mark Cummings, Ph.D.

When planning for an AI agent to achieve operational agility and efficiency, it may be tempting to base it on the standard online version of the most leading-edge Co-Pilot or GenAI system.  Doing so can be a mistake. It is important to pick an LLM and its configuration that is the best fit for your agent.  A plan for monitoring agent performance and AI technology evolution is important. Because LLM technology and business practices are evolving so fast, you need to have a way to determine when to update and have the necessary data documented and in place to do it efficiently…

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Letter from Editor

By: Scott St. John - Pipeline

Agility is the ability to successfully navigate challenging environments with grace—the ability to react and adapt to change rapidly. Now, if you were an acrobat or antelope, this may be more or less a solo sport. But if you’re an organization trying to achieve operational agility, it’s a bit more complicated. Organizations must orchestrate people and technology in unison and in tempo to succeed. And that’s where things tend to go wrong.  The very concept of an organization is a little too reductive…

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Enterprise & Telecom Industry News

By: Thomas Board - Pipeline

This month’s industry news roundup features major developments across the communications and enterprise technology landscape, including groundbreaking advances in AI, security, cloud, and infrastructure. Key highlights include product launches from IBM and SAP, transformative AI integrations by Motorola and Vonage, and pivotal deals such as HPE’s acquisition of Juniper and Telenor’s expansion in Norway.The month’s top industry news stories are summarized below. To view breaking news in real-time, visit Pipeline’s News Center, follow Pipeline on social, and subscribe to receive our weekly industry enterprise and communications technology news summary…

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