MWC26 Barcelona, the GSMA’s flagship connectivity event, brought the global ecosystem together at scale: GSMA reported over 105,000 attendees from 207 countries and territories. In that backdrop, one theme kept surfacing in nearly every discussion I had: telecoms have moved past debating whether AI creates value and into the harder question of how to scale it across the enterprise with the right security, governance, and operating model.

In other words, the industry is shifting from isolated pilots to enterprise execution, embedding AI into customer engagement, network operations, and day-to-day workflows. This recap shares what we heard, what we showed, and what it signals for the next phase of telecom transformation.

Ahead of the event, we shared our point of view on how telecoms can realize AI ROI with a unified, trusted AI platform in our industry blog: MWC 2026: Microsoft Helps Telecoms Realize AI ROI. We described how Microsoft helps telecoms achieve return on intelligence and trust by scaling AI through a single intelligence platform—Microsoft IQ—with built‑in, carrier‑grade trust and governance so operators can innovate with confidence. During the week, additional customer and partner momentum included:

• AT&T unveiled Connected AI for Manufacturing and Connected Spaces for Enterprise, powered by Azure, enabling real-time data integration across factories, supply chains, buildings, and campuses to improve efficiency, safety, and decision-making.
• Tech Mahindra launched an ontology-driven agentic AI platform built on Microsoft Fabric and Azure AI Foundry to help operators modernize complex data environments and move from AI experimentation to production across use cases such as network optimization, fraud detection, and revenue assurance.
• Orange introduced Sharlie, a next-generation voice assistant for Sosh built with Microsoft AI, expected to handle more than 3 million customer conversations annually at full rollout.

What changed at MWC this year

The most important shift I saw wasn’t a single product announcement, it was a change in posture. Telecom leaders are increasingly treating AI as a core capability to be industrialized, not a set of experiments to be evaluated. The questions sounded less like “What use cases should we try?” and more often pointed to a simple reality: Scaling AI is a systems challenge. It requires bringing data, security, governance, and operational processes together so insights consistently turn into action. That’s the idea behind Microsoft’s Return on Intelligence—measurable business outcomes created when intelligence is embedded end-to-end across the telecom value chain.

At MWC, our goal was to make this practical, showing how AI can be applied across customer experience, operations, and growth, with trust built in from the start. Three themes came up repeatedly in these conversations:

• Data readiness: Connected intelligence that brings network, customer, and operational data together so models and agents can act with context.
  
• Trust at scale: Security, privacy, compliance, and governance that are designed in, not bolted on after pilots.
  
• Operationalization: Integrating AI into workflows, tools, and KPIs so teams can adopt it and leaders can measure outcomes.

That’s why we focused on an end-to-end story: Not just what AI can do, but how it can be delivered responsibly and repeatedly across the business. The show floor is where those ideas get tested quickly, so we designed the booth experience to reflect the real priorities operators are working on now.

What we showed: Turning intelligence into action

In the Microsoft booth, we brought Return on Intelligence to life with hands-on experiences designed around real operator workflows. The intent was simple: show how AI moves from insight to execution when it’s connected to the data people rely on, the tools they already use, and the guardrails organizations need.

Across 14 interactive demo stations, we explored five priorities many operators are investing in right now. Each one reflects a different place AI can create value and a different set of operational requirements to get it into production.

1. Copilots and AI agents for employees to reduce toil and speed decisions across customer care, operations, and field teams.
   
2. Agentic customer experiences that resolve issues faster, personalize interactions, and escalate to humans when needed.
   
3. Intelligent business operations that streamline order-to-cash and service fulfillment with better orchestration.
   
4. Autonomous network operations to detect, predict, and remediate issues—moving from reactive to proactive operations.
   
5. AI-enabled growth and monetization that helps identify opportunities and launch new offers faster.

What connected these scenarios wasn’t a single model, it was the operational pattern behind them: Unified data, secured access, governed AI, and integration into the workflows where work actually happens. That’s what turns a compelling demo into something a team can deploy, adopt, and measure.

The level of engagement reinforced the momentum behind this shift. Over the course of the week, more than 12,000 customers and partners visited the Microsoft booth. More than 3,200 attendees took part in more than 30 demos across 14 stations, and 1,387 people joined more than 38 in-booth theatre sessions with Microsoft and partner speakers. We also held 396 executive meetings with priority customers and partners—many focused on what it will take to move from pilot success to enterprise-scale execution.

Beyond the booth: Keeping the momentum going

MWC is four days on the calendar, but it’s really a milestone in a longer journey. The weeks before and after the show are where teams align on priorities, validate approaches, and translate interest into concrete next steps.

Our announcement blog helped frame the week by sharing Microsoft’s approach to scaling agentic and autonomous AI on a unified, trusted platform—and we continued the dialogue through customer and partner communications, follow-ups with teams exploring next steps, and ongoing industry programs.

Four takeaways from the week:

1. AI is an operating layer, not an add-on. The most consistent message was that AI is being stitched into how telecoms run: across customer experiences, operations, and growth. That shift changes what leaders prioritize, from isolated tools to enterprise foundations.
   
2. The maturity journey is speeding up. Many conversations reflected the same evolution: From pilot projects to targeted productivity improvements, to enterprise-wide transformation and growth. The winners will be the teams that can standardize what works and scale it across functions.
   
3. Agentic experiences raise the bar on trust. As copilots and AI agents take on more autonomous work—from customer interactions to network operations—security, privacy, and governance can’t be optional. Operators want guardrails, monitoring, and controls that work in production, not just in proofs of concept.
   
4. Outcomes depend on integration. AI delivers ROI when it connects to real data, real processes, and real workflows, so it can move from insight to action repeatedly. That’s why unifying data and AI, embedding security, and governing end-to-end matters: It’s what makes execution scalable.

Together, these themes point to the same conclusion: Telecoms that operationalize AI, securely and at scale, will move faster and compete differently.

What comes next: Moving from momentum to measurable outcomes

The post-MWC opportunity is straightforward: take the excitement and turn it into a repeatable operating model. For most operators, that means industrializing AI as a trusted layer, grounded in enterprise data, secured by design, governed end-to-end, and integrated into the workflows where customer experience and operational performance are won.

MWC 2026 made one thing clear: The telecoms that lead in the next cycle won’t just deploy AI, they’ll operationalize it. The organizations that can reliably turn intelligence into action, measure impact, and scale what works will set the pace for the industry’s next wave of transformation.

Continue the conversation

• Consolidated list of MWC announcements and news: Return on Intelligence: Powering the AI-First Telco
• Fierce Network: Microsoft & Nokia; Microsoft & Lumen; Microsoft, PWC & Orange

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Over the past year, Microsoft engineers have road-tested that combination with executives, technicians, customer support representatives, and developers. Regardless of geography or market, operators voiced three universal priorities: break down operational silos, unlock data’s latent value, increase efficiency, and accelerate innovation without eroding trust. At TM Forum DTW Ignite 2025 in Copenhagen, Microsoft is demonstrating how the complementary relationship between ODA and agentic AI converts those ambitions into measurable business outcomes. 

Microsoft’s next chapter with the Open Digital Architecture 

Microsoft has been a hands-on contributor to TM Forum initiatives for well over two decades, coauthoring Open APIs, chairing working groups, and donating production hardened code that turns standards into deployable solutions. The ODA has become a focal point of that collaboration. By aligning Microsoft Azure cloud-native foundations with ODA’s composable blueprint, Microsoft helps operators assemble best-of-breed solutions without the drag of proprietary silos. 

Engineering teams from Microsoft work with communications service providers (CSPs) and industry suppliers to validate specifications, publish reference implementations, and channel field experience back into the standard. The result for operators is faster interoperability, reduced integration cost, and quicker time-to-value for new digital services. 

Yet a common obstacle remains: fragmented observability. Every vendor captures telemetry differently, leaving operations teams to deploy ad hoc log aggregators and parsers that inflate costs and slow incident response. Microsoft’s latest ODA contribution addresses this head-on. 

• ODA Observability Operator (open source on GitHub)
  The operator prescribes a common logging contract, integrates with Azure Monitor, and exposes health data through TM Forum nonfunctional APIs. In early trials, carriers shrank the meantime to detect billing anomalies significantly, freeing teams to focus on proactive optimization rather than forensic log diving.
• ODA Landing Zone for Azure
  Guidance and a best practice guide on infrastructure-as-code templates that hydrate into an ODA compliant environment—policy, security, and monitoring.

The “Growing B2B with autonomous agents” catalyst project, involving players like Microsoft, Vodafone, and various industry partners, leverages the ODA Accelerator to transform B2B sales for mid-tier enterprise customers by enabling flexible quoting and commerce through generative AI. It enables flexible quoting and commerce, allowing customers to find relevant products using semantic search and create customized solutions that meet their specific business requirements, budgets, and timelines. 

These assets illustrate a simple truth: standards only matter when they migrate from documentation into running code. By operationalizing TM Forum guidance, Microsoft accelerates engineering productivity, slashes integration costs, and strengthens the capabilities of telecoms, as well as providing a feedback loop for continual improvement. 

Empowering network monetization through network APIs 

Through our engagement with CAMARA and GSMA Open Gateway, Microsoft has played a pivotal role in helping operators monetize their networks via a robust partner ecosystem. This ecosystem supports the provisioning, aggregation, and routing of network API requests, enabling seamless integration and enhanced functionality. Our collaboration with industry leaders such as Aduna, Infobip, and Vonage brings aggregated network APIs directly to the Azure Marketplace. This integration grants Microsoft’s global community of developers and enterprises effortless access to essential network functions, including SIM swap detection, phone number verification, real-time device location, and on-demand quality-of-service controls. Standardized through the CAMARA open-source project—co-led by GSMA and the Linux Foundation—these APIs are designed for seamless integration, ensuring that operators can efficiently use network capabilities to drive innovation and growth. 

Giving the network a trusted Copilot 

Anyone who has joined a major incident conference bridge understands the sense of urgency—and the expense. Multiple teams chase clues, minutes feel like hours, and every second of downtime erodes customer experience and brand equity. Network Operations Agents built with Azure AI Foundry offer another path to successful resolutions. As Cristina Moura Rebelo, Head of AI Community and Ecosystem Engagement at MEO, describes it: 

“MEO is transforming into an AI-powered techco, infusing AI into key domain areas and leveraging innovation and technology to create a competitive advantage, business growth, and operational excellency. The first steps made with Azure AI Foundry were key in unlocking the potential of use cases to streamline operations with ChatGOC and the HekaBot, in a scalable, iterative, and agile way, within a very short period of time, delivering outcomes and scaled efficiency to the teams. This is our path to becoming an AI-powered techco.”   

—Cristina Moura Rebelo, Head of AI Community and Ecosystem Engagement, MEO

These AI companions ingest real-time telemetry, topology graphs, historical tickets, and vendor manuals; reason over anomalies; then recommend—or even execute—remediation steps under strict guardrails. Every action is logged, policy checked, and auditable so that safety and compliance are part of the operational flow.

“At a time when pressure to grow has never been greater, data and AI are illuminating the path forward, helping telcos simultaneously achieve three critical goals of growth, efficiency, and security.”

—Praveen Shankar, Executive Vice President I Capgemini 

At TM Forum DTW Ignite 2025, Microsoft will be presenting on how we are transforming telecom operations with agentic AI, and unveiling the Network Operations Agent Framework, a reference architecture and working pilot environment that operators can explore hands-on. The package includes infrastructure-as-code templates, sample knowledgebase content, and step-by-step guidance for integrating Azure AI Foundry with existing telemetry pipelines. With these assets, communications service providers can progress from proof of concept to production in a matter of weeks—and do so with the assurance that every remediation action remains within corporate risk tolerance. 

Unifying data with the Telco Analytics POC Accelerator 

Data is the fuel for agentic AI, yet it often sits stranded across disparate clusters, data marts, and line-of-business applications. The Telco Analytics POC Accelerator removes that friction, deploying a domain specific data estate on Microsoft Fabric complete with service assurance, revenue management, and subscriber 360 schemas; lineage policies aligned to data mesh principles; and guidance to connect your backend data sources. 

Beyond core ingestion pipelines, the accelerator provides predefined tables for service assurance, revenue management, and subscriber 360, alongside sample queries and dashboards that surface quick wins. Built-in sample data allows developers to prototype AI workloads safely—accelerating experimentation while protecting customer privacy.

When operators gain control of their data estate, they monetize faster, govern better, and feed AI models richer context. Microsoft provides the launch pad.

“Fabric let us build on the familiarity, security, and scalability of Azure. It unites data flows, storage, analytics, and machine learning in a single experience.”

—Jerod Ridge, Director of Data Engineering, Lumen

This unified approach empowers operators to achieve real-time insights and smarter decisions, driving business growth and innovation.

Reimagining business support systems for an agentic world 

Business support systems (BSS) are the commercial nerve center of a telco, yet many still feel like 1990s ERP software: dense menus, arcane codes, and labor-intensive workflows. Microsoft’s agentic BSS proof of concept charts a different course. 

At its heart is Microsoft Copilot Studio, which leverages TM Forum Open APIs, the Model Context Protocol, and secure tool registration to let AI agents act on behalf of customer care reps. Consider an agent who says, “Upgrade Alessia’s plan to unlimited data and add a family hotspot.” The AI agent validates entitlements, calculates prorated charges, and triggers fulfilment—no swivel chair required. Subscribers upgrade in the time it takes to sip coffee.

Microsoft is equally optimistic about the potential of an Order Fallout Agent. Up to 3% of orders stall in fragmented fulfilment chains. The agent monitors the queue, diagnoses failure patterns, and either self heals or curates a guided fix. In short, the Order Fallout Agent turns a perennial pain point into an autonomous, closed loop process—freeing care agents to focus on higher value conversations and giving customers the seamless experience they expect.

KPN has extended the use of AI companions to their sales operations with Microsoft 365 Copilot. KPN used Microsoft 365 Copilot to enhance their sales operations, streamlining processes, improving customer engagement, and driving business outcomes.

“From the moment a customer contact becomes an opportunity, we link to that information in Microsoft 365 Copilot for Sales, so we can see all relevant data to prepare for a conversation with the customer,”

—Pierrette de Leeuw-Koumans, Lead Generation Team, KPN

Copilot provides real-time data analysis, predictive insights, and automated workflows, enabling the sales team to focus on strategic activities and deliver personalized experiences. 

These demonstrations illustrate how BSS complexity can melt away, replaced by conversational experiences powered by open APIs and trustworthy automation. The journey is incremental—operators can start with a single fallout queue or upgrade flow and expand outward. 

Momentum stretching from lab to live network 

Innovation without adoption is theatre. Microsoft’s ecosystem partners are translating blueprints into operational gains: 

• Microsoft and leading BSS suppliers are exploring joint proof of concepts that integrate the Telco Analytics POC Accelerator and Observability Operator into next generation revenue assurance workflows.
• PLDT has implemented the Amdocs Customer Engagement Platform, a robust, telco-grade solution jointly engineered by Amdocs and Microsoft elevate customer experience management. “By combining the AI, generative AI, cloud, and deep telecom expertise of Amdocs and Microsoft, PLDT an end-to-end solution that will drive higher agent productivity, operational efficiency, and significantly improve customer loyalty,” said Anthony Goonetilleke, Group President of Technology and Head of Strategy at Amdocs.
• Nokia’s NetGuard Cybersecurity Dome is providing comprehensive security for 5G networks, leveraging AI and automation to detect, manage, and respond to threats in real-time.
• Accenture, Capgemini, TCS, Tech Mahindra, and other global SIs are collaborating with Microsoft on service offerings that accelerate deployment of AI-ready data estates—combining migration expertise, reference architectures, and operator specific best practices. 

The breadth of deployments demonstrates that Microsoft’s approach scales across geographies, regulatory regimes, and network generations. 

Charting the first step 

Building toward autonomous operations seldom begins with a blank slate. The most effective starting point is a business moment that already matters—whether it’s easing congestion at a busy urban cell site or clearing a stubborn order backlog. Instrument that scenario end to end, unify the supporting data, introduce a focused agent, and track the results with discipline. Momentum builds quickly when measurable wins are visible to both engineers and executives. 

Microsoft and its partners stand ready to help, whether through co-innovation blueprints, rapid pilots leveraging the ODA Accelerator for Azure, or structured engagements that blend domain expertise with change management. 

Telecommunications remains, at its core, a human endeavor: engineers who safeguard critical infrastructure, customer care teams who build loyalty, strategists who spot the next market opportunity. Agentic AI amplifies that expertise—it automates repetitive analysis, highlights hidden insights, and executes well understood actions—while judgment, creativity, and empathy stay firmly in human hands. By pairing people with autonomous assistance, operators can scale excellence without sacrificing the personalized touch that defines great service. Microsoft invites the industry to explore that partnership at TM Forum DTW Ignite 2025 and beyond. 

Join the journey 

Learn more by visiting the Microsoft Telecommunications Industry hub, where solution briefs, customer stories, and partner offers provide actionable next steps. Together, the industry can turn aspiration into action and chart the next great wave of telecom innovation. 

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Agentic AI as the hero 

At MWC 2025, Microsoft spotlighted how agentic AI is driving real industry transformation—turning innovation into impact for telecoms. Throughout the event, telecom leaders cited agentic AI as a game-changer, exploring new revenue streams, and automating complex tasks. From hyper-personalized marketing campaigns to proactive network management, these applications are already delivering measurable business value. AI is no longer a pilot or proof of concept; it’s a proven technology, a necessity, for operators to deliver transformative customer experiences at-scale. 

Attendees witnessed demos and theater sessions that showed how AI can assist in the automation of complex tasks, anticipate network bottlenecks, and enhance customer experiences at-scale. Industry leaders consistently emphasized that building trust in AI is paramount, especially as AI becomes more important in supporting decisions previously handled by humans. Microsoft’s approach—rooted in transparency, security, responsible AI and governance—stood out. Microsoft highlighted how integrating Azure’s robust compliance features offers operators and their customers peace of mind, showing that trust and AI innovation are complementary. 

Booming booth and demo showcase 

The Microsoft booth welcomed more than 11,500 unique visitors—interested in learning how Microsoft’s AI portfolio helps drive innovation. The energy was high around our experiential demos, bringing to life real-world applications. Attendees learned how Microsoft Fabric and Azure analytics unifies data to optimize network operations, and powers immersive applications. These showcases highlighted the practical benefits of modern AI-powered technologies. 

Packed theater sessions 

The energy in Microsoft’s theater sessions was electric—overflow crowds packed the aisles to hear how telecom operators are igniting innovation and growth with AI sessions like “Korea Telecom Accelerates AI Adoption” and “AI Ignites Innovation and Growth in Telecom,” where speakers spotlighted how agile customers and partners, such as Accenture, Nokia, and Amdocs, are taking decisive leaps forward in their AI journeys. Each of these sessions echoed a consistent message: whether it’s network modernization or harnessing data, customer and partner momentum is accelerating digital transformation with real business results.

Announcements and customer success stories 

In addition to the success stories shared onstage, Microsoft unveiled news and announcements at MWC 2025 (see my LinkedIn post for details) that reinforce our commitment to accelerating telecom innovation. Microsoft introduced extended agentic AI capabilities for proactively detecting and self-healing network anomalies, demonstrating how operators can achieve near-zero downtime while reducing operational expenses. Another focus was low-code expansion across Microsoft Dynamics 365 and Microsoft Power Platform, empowering telecoms to rapidly build and deploy AI-powered workflows—everything from personalized marketing funnels to simplified customer onboarding experiences. Microsoft also introduced two AI-powered sales agents—Sales Agent and Sales Chat—within Microsoft 365 Copilot to help sales teams close deals more efficiently by automating lead management, customer engagement, and sales tasks. ​ 

Microsoft showcased deepened partnerships with industry leaders like Amdocs and Nokia, geared toward modernizing network infrastructure and elevating customer touchpoints. These collaborations highlight Microsoft’s efforts with partners to tackle the sector’s biggest challenges, such as automating network rollouts, augmenting cybersecurity with AI defenses, and simplifying data monetization. Together, these new announcements reinforce how AI—and especially agentic AI—will continue to transform telecom, enabling telecoms to deliver faster, smarter, and more secure connectivity.

Attendee excitement also came in the form of customer success stories. Telecoms spoke about how agentic AI and other Microsoft AI solutions have already begun reshaping their business: 

• Vodafone described how adopting AI-powered network maintenance cut outages and boosted satisfaction scores.
• KT provided a real-time case study on scaling AI from niche pilot projects to a core tenet of corporate strategy. 

Each story illustrated tangible business value, resonating with attendees seeking proven outcomes.

Partner ecosystem and shared success 

One of the most energizing aspects of MWC 2025 was connecting with Microsoft’s dynamic ecosystem of partners. At this year’s customer and partner reception, conversations buzzed with ideas on how to unlock greater value by combining Microsoft’s cloud and AI capabilities with solutions from trusted partners like Amdocs, Accenture, Nokia, and more. 

The partner spotlight was on innovation—from co-developed analytics dashboards that simplify 5G rollouts to integrated AI modules that accelerate service provisioning. These collaborations underscore how Microsoft’s partnerships with leading telecom Software Development Companies (SDCs) and System Integrators (SIs) are delivering tangible business outcomes. Startups were also a key part of the story. Microsoft for Startups highlighted a new wave of innovative startup SDCs that are helping telecom customers improve customer experience, data insights, and operational efficiency. 

By bringing together Microsoft’s technological depth with the domain expertise of partners, the company is addressing some of the telecom industry’s most pressing concerns—reducing operational overhead, maximizing customer lifetime value, and accelerating innovation. This spirit of community sets the tone for continued innovation.  

What is next 

The momentum behind AI adoption in telecom is accelerating. According to a recent McKinsey report, the focus on scaling AI from one-off pilots to enterprise-wide initiatives will only intensify as data volumes grow and networks become more complex. Microsoft stands ready to help telecoms navigate the next phase through delivery of telecom-specific AI innovations that drive business results: 

• Telco data model in Microsoft Fabric 
  Provides a unified data framework enabling telecoms to run advanced agentic AI workflows across service assurance, customer care, and revenue management.
• Autonomous networks and self-healing operations 
  Leveraging Azure OpenAI Service and the Microsoft generative AI and agentic AI platform, Microsoft envisions proactive, self-healing networks that detect, diagnose, and remediate issues in real time—reducing truck rolls, lowering OPEX, and raising customer satisfaction.
• Open and intelligent Radio Access Network (RAN) optimization 
  Now open source, Project Janus enables dynamic service models and real-time telemetry in Open Radio Access Network (O-RAN) environments—empowering telecoms to build intelligent, AI-optimized RAN architectures using Microsoft’s agentic AI framework to enhance performance, flexibility, and innovation.
• Hyper-personalized customer experiences 
  AI agents within Dynamics 365 Customer Insights, Microsoft 365 Copilot and Amdocs Customer Engagement Platform can unify behavioral and usage data to deliver precise, timely engagements. Telecoms can reduce churn and boost average revenue per user (ARPU) by offering the right products and solutions.
• Expanding revenue beyond connectivity 
  With the embedding of AI-powered interactions directly into customer and developer ecosystems, telecoms can open new business models—such as vertical-specific APIs and AI marketplaces that monetize network APIs, network analytics and agentic automation. 

Microsoft is deeply committed to partnering with telecom operators to co-create the future of connectivity. By aligning agentic AI capabilities with the industry’s most urgent challenges, Microsoft helps telecoms unlock new value—securely, ethically, and at scale. Through strategic collaborations with partners like Nokia, Amdocs, and leading SDCs and SIs, Microsoft delivers scalable, trusted solutions that position telecoms as pioneers in the AI-powered era. 

Until next time, Barcelona 

The transformation of the telecom industry is accelerating—driven by bold investments in AI, deepened partnerships, and a shared commitment to innovation. As the industry moves beyond MWC 2025, one thing is clear: telecom operators are poised to lead in an era defined by intelligent networks, data-driven agility, and customer-centric growth. 

With Microsoft’s agentic AI capabilities, trusted cloud infrastructure, and collaborative partner ecosystem, telecoms can unlock new efficiencies, monetize new services, and deliver seamless experiences that generate lasting business value.

Learn more about how Microsoft is powering the next wave of telecom transformation with AI and agentic automation by visiting our Microsoft for telecommunications Industry Page.

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From proactive customer engagement to new digital marketplaces, the opportunities are vast. Telecom operators already have the foundational systems in place—billing, customer management, and network operations—but by incorporating AI and generative AI into these existing environments, operators can convert vast amounts of data into actionable insights, develop innovative business models, and deploy high-value services at scale.

Reimagining revenue generation in a data-driven era

Telecom operators have relied on strategies like incremental capacity upgrades, discounted bundles, or costly acquisitions to drive top-line growth for decades. But today, AI and generative AI are fundamentally changing that paradigm. By mining network and customer data, intelligent solutions can uncover hidden patterns, predict emerging needs, and guide the design of new offerings. This proactive stance transforms operators from mere connectivity providers into digital lifestyle supporters and strategic enterprise partners.

For example, PLDT in the Philippines utilizes advanced analytics powered by Microsoft Azure AI to understand customer behavior better, segment markets precisely, and create tailored promotions. These strategies lead to upselling, cross-selling, and even wholly new services that expand the bottom line.

Turning data into action: Personalized offerings at scale

Telecom networks generate immense amounts of data every second, covering usage patterns, content preferences, and interactions with support channels. AI-powered tools like Microsoft Azure OpenAI Service and Azure AI Services help operators transform these streams into actionable insights. Operators can release timely, targeted propositions that resonate by pinpointing which customers are most likely to upgrade, adopt new offerings, or embrace premium tiers.

Vodafone, for instance, enriched its digital assistant capabilities with AI Service. This helped the company improve user experiences and gain critical insights into behavior. As a result, Vodafone can introduce niche content bundles, premium customer support tiers, and other value-added services—each contributing directly to incremental revenue growth. Similarly, One New Zealand utilizes Microsoft Power BI to turn analytical findings into finely tuned marketing campaigns and product strategies. This data-driven approach paves the way for new revenue streams—from curated entertainment packages to business analytics services and IoT-based connectivity solutions. Telkomsel in Indonesia takes a similar approach, using Azure OpenAI Service to personalize customer care experiences, driving new revenue opportunities from add-on content, international roaming, and enterprise-grade services.

Monetizing the 5G and IoT opportunity

As 5G networks expand, telecom operators are at the center of the Internet of Things (IoT) revolution, moving beyond merely providing connectivity to monetizing advanced capabilities—such as orchestrating connected devices, securing data flows, and delivering intelligent analytics across industries. By doing so, they can tap into lucrative verticals like smart cities, autonomous vehicles, telemedicine, and manufacturing automation. In particular, 5G offers a pivotal monetization opportunity through premium network slices for specialized use cases: media companies can pay a premium for ultra-low latency streaming, while industrial clients may invest in tailored bandwidth for IoT analytics—transforming existing infrastructure into a powerful, revenue-generating asset.

Integrating AI-driven tools like Microsoft Security Copilot into advanced networks creates a compelling monetization layer. Real-time insights help businesses enhance security, adapt to threats, and maintain compliance, while telecom operators can offer AI-enhanced security as a premium service. This integration of AI-powered security not only differentiates the 5G offering but also unlocks a recurring revenue stream for providers, positioning AI as a cornerstone of next-generation telecom strategies.

Voice AI: Reimagining public switched telephone network (PSTN) and mobile voice

In addition to these opportunities, Voice AI services present a significant new revenue stream for telecom operators. By integrating Voice AI capabilities, operators can bring PSTN (land lines) and mobile voice services up to par with those offered by voice over IP (VOIP) providers. Imagine a world where customers can record, transcribe, summarize, and store their cell phone voice calls seamlessly, just like they do in platforms such as Microsoft Teams.

Voice AI services can revolutionize customer interactions and create value-added services that customers are willing to pay a premium for. For instance, businesses can benefit from automated call transcriptions and summaries, enhancing productivity and compliance. Consumers can enjoy features like searchable call archives and personalized voice assistants, enriching their communication experience.

By offering these advanced voice services, telecom operators can differentiate themselves in a competitive market, attract new customers, and increase average revenue per user (ARPU). This integration of Voice AI not only enhances the customer experience but also unlocks a recurring revenue stream, positioning AI as a cornerstone of next-generation telecom strategies.

Partnering for growth: Ecosystem collaborations and marketplaces

In today’s digital economy, telecom operators can evolve into platform orchestrators. By collaborating with hyperscalers, system integrators, and independent software vendors (ISVs), operators can develop service ecosystems that span analytics, security, AI-powered customer support, and domain-specific solutions.

Telecom operators can offer ready-to-deploy AI solutions for healthcare, agriculture, logistics through platforms like Microsoft Azure Marketplace or their own marketplaces. This model supports operators to monetize their connectivity and the curated digital services sold through their ecosystems.

NTT DATA, in close collaboration with Microsoft, is another example of how digital workplace solutions and managed services are creating new value propositions for telecom clients. Operators offering these AI-enhanced packages can unlock subscription-based fees, revenue-sharing commissions, and integration services—extending their earnings beyond traditional consumer offerings.

Modernizing business models with AI-powered insight

AI and generative AI do more than personalize customer experiences; they support entirely new business models. Predictive analytics, for example, can forecast demand, segment customers precisely, and inform dynamic pricing strategies. Operators can quickly launch new service tiers, trial periods, and loyalty rewards, adapting their catalogs to meet shifting market demands.

Telstra uses Azure OpenAI Service to streamline operations, boost productivity, and support new revenue models such as network-as-a-service, real-time discounts, or enterprise connectivity solutions tailored to sector-specific needs. By analyzing customer usage in real time, AI-powered insights power personalized services and demand-based pricing, unlocking net-new revenue through premium value-added offerings. Using AI to create compelling, value-added services that enterprises are willing to pay a premium for offers significant potential for net-new revenue streams.

Maximizing customer lifetime value through AI-powered engagement

Beyond attracting new customers or verticals, AI and generative AI also help operators extract more value from their existing base. Predictive analytics can spot when a subscriber will likely upgrade devices, add content bundles, or embrace complementary services. Meanwhile, generative AI-powered chatbots and digital assistants can proactively suggest relevant offers at the right moment, enhancing the customer experience and boosting ARPU. For example, Vodafone uses Microsoft 365 Copilot to empower its teams to better serve customers by providing deeper insights and automated support tools. Employees can propose high-value add-ons that increase ARPU and strengthen long-term subscriber relationships. Similarly, Telkomsel uses AI-supported customer care to offer hyper-personalized recommendations, expanding lifetime value beyond initial subscriptions with high-value, targeted service and product upsell.

Scaling with cloud-native technologies and co-innovation

To scale these revenue streams effectively, telecom operators turn to cloud-native architectures and AI frameworks like Microsoft Fabric, which streamline development and integration. By co-innovating with hyperscalers, ISVs, and network solution providers, operators can access the latest AI capabilities without shouldering the entire burden of R&D costs. Partnerships with AT&T and Lumen Technologies showcase the power of combining network expertise with cutting-edge AI innovation to create dynamic value ecosystems. These collaborations allow operators to rapidly prototype and refine solutions, adapting quickly to customer feedback and market shifts.

Charting the next frontier of telecom monetization

Unlocking new revenue streams with AI and generative AI is not about marginal improvements but reimagining the telecom business model. Operators can shift from transactional interactions to sustained engagement, transforming their networks and platforms into hubs of digital innovation that create value across industries.

Achieving this requires a willingness to experiment, measure results, and refine offerings swiftly. With tools like Azure OpenAI Service, Microsoft 365 Copilot, and Power BI, telecom teams can rapidly test new revenue strategies, monitor performance, and evolve their portfolios based on data-driven insights.

Ready to unlock your next revenue stream?

The transformation of the telecom industry into a platform-driven, AI-enhanced ecosystem is well underway. As networks evolve into intelligent, value-generating infrastructure, operators stand on the threshold of new, expansive revenue opportunities.

By embracing AI and generative AI, forging strategic partnerships, and using the Microsoft suite of cloud and AI solutions, telecom operators can turn data into high-value services, experimentation into reliable revenue channels, and customer relationships into long-term growth engines. The result is a new era of profitability, innovation, and leadership in an ever-evolving digital economy.

Explore Microsoft AI and generative AI solutions today and discover how your telecom business can thrive, innovate, and lead in this new era.

The post Unlocking new revenue streams in telecom with AI and generative AI appeared first on The Microsoft Cloud Blog.

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But when we talk about “customers,” what do we really mean? Traditionally, it’s the subscriber, who interacts with telecom services daily. However, the reality is more complex. Telecoms must serve a dual audience: not only these external customers, but also their internal customers—their workforce and operational teams, whose efficiency and satisfaction are crucial for delivering seamless customer service. This dual focus reshapes how telecoms must approach innovation and transformation, making AI an important enabler for both external engagement and internal efficiency. 

AI-powered customer engagement and personalization 

When enhancing customer experience, it’s about delivering consistently excellent service at every touchpoint, including self-service systems and contact centers. Modern customers expect their telecom providers to understand and anticipate their needs, resolve issues quickly, and offer personalized solutions. Failing to meet these expectations can result in customer churn and lost opportunities. 

To meet these evolving demands, telecoms are increasingly partnering with technology providers to develop and implement advanced AI solutions that elevate customer engagement and operational efficiency. By using AI and cloud-based platforms, telecoms can create personalized, real-time responses and predictive support systems that align with customer expectations. This collaboration not only improves customer experience but also streamlines internal processes, enabling telecoms to adapt quickly in a competitive landscape. 

Telecoms deploy AI customer service solutions

A prime example of telecoms using AI to meet these demands is Vodafone’s AI chatbot, TOBi, showcased in a recent webinar². TOBi handles more than 45 million interactions per month³ across multiple languages, significantly reducing wait times and improving customer satisfaction by providing real-time, accurate responses. This capability is powered by Microsoft Azure, allowing Vodafone to efficiently scale support across 13 markets⁴. 

To fit the unique needs of telecom operators, Amdocs and Microsoft came together to create the Customer Engagement Platform, integrating advanced AI technologies and built-in capabilities, enriched with telecom-specific data. This platform integrates seamlessly with pre-sales, customer support, and beyond. For example, PLDT is partnering with Amdocs for digital transformation, leveraging real-time data from various touchpoints, such as billing and network usage to deliver highly personalized services.⁵ With the modular design of the Customer Engagement Platform, CSPs like PLDT can quickly deploy new services or updates, reducing resolution times, increasing agent productivity, and enhancing the overall customer experience, ensuring consistent and seamless interactions that enhance customer loyalty.

Optimizing delivery with more autonomous agents

Additionally, Microsoft Dynamics 365 has introduced autonomous agents that further extend these capabilities, helping telecom companies optimize service delivery. The Customer Intent Agent dynamically identifies emerging customer needs by analyzing past and current interactions, autonomously updating knowledge libraries, and delivering contextually relevant solutions. By using Microsoft data security and AI best practices, telecoms can scale their customer care operations while maintaining competitive advantages. 

These AI-powered solutions help to ensure telecom providers can rapidly adapt to customer needs, driving satisfaction, loyalty, and retention. 

AI as the assistant for employees 

Just as customers demand excellence, the needs of employees and teams such as customer service agents, field technicians, and network engineers are a priority. AI technologies are important for streamlining workflows, surfacing actionable insights in real time, and automating routine tasks, enabling employees to focus on high-value activities and innovate within their roles. 

Applying GenAI to help address customer issues 

To illustrate, Vodafone’s integration of Microsoft Azure AI acts as an assistant for agents, automating repetitive tasks and providing insights that support complex customer interactions. By automating routine processes, Vodafone has successfully increased employee engagement and productivity, leading to an overall improvement in customer care quality. 

Similarly, the Amdocs and Microsoft Customer Engagement Platform⁶ enhances the employee experience by incorporating Microsoft Teams and Office tools. This integration equips telecom agents with real-time insights and predictive analytics, enabling them to address customer issues effectively and personalize support. The platform’s modular AI capabilities streamline workflows by automating routine interactions and consolidating multiple systems and data sources into a comprehensive 360-degree customer view. This empowers agents to make informed decisions quickly, enhancing both customer interactions and employee productivity. 

Amdocs’ low-code environment also empowers telecoms to rapidly develop and deploy virtual agents and process automation tools. These technologies assist non-technical employees in resolving customer queries efficiently while optimizing back-office operations such as billing and order management. This approach not only enhances productivity but also increases agent empowerment and engagement by allowing them to focus on more complex, high-value tasks, ultimately improving overall service quality. 

New agents to enhance the employee experience

New agents, such as Case Management Agent, further enhance these scenarios. By automating key tasks throughout the case lifecycle, from creation to resolution and follow-up, the agent reduces handle times, equipping agents with the insights needed for complex customer interactions. 

Both Amdocs and Vodafone demonstrate how Microsoft AI technology empowers telecom employees, streamlining operations and increasing efficiency by automating routine tasks and providing real-time insights. This AI-powered approach allows teams to focus on higher-value tasks that elevate service quality. 

AI as a catalyst for telecom innovation 

Amdocs and Vodafone demonstrate how AI enhances, rather than replaces, the human element in customer service. Technology is positioned as an assistant for agents, supporting them in managing routine tasks so they can engage in more meaningful, complex interactions. This approach helps telecoms provide more value-driven customer service while maintaining the human touch crucial for building customer relationships. 

AI’s transformative power extends beyond customer support centers. AI can support field services by optimizing routing, dispatch schedules, and resource allocation based on real-time data. This proactive use of AI minimizes downtime, optimizes field service operations, and further elevates customer experience. Additionally, Vodafone’s partnership with Microsoft uses AI to support neurodiverse staff and optimize network management, driving efficiency and personalized service. 

The path forward 

The future of customer care in telecom is deeply connected with AI, as demonstrated by Vodafone and Amdocs. Investing in AI leads to higher employee satisfaction, sustainable customer retention and growth, as well as ongoing innovation in a competitive landscape. As the telecommunications industry continues to evolve, embracing AI is important. Microsoft’s innovative solutions and strategic partnerships are designed to empower telecom companies to navigate this transformation successfully.  

By using AI, telecoms enhance customer experiences, drive operational efficiency, and create unique service moments. Embracing modernization of networks and the integration of real-time data analytics further position telecoms to lead in the digital age. Together, we can improve customer experience, unlock new revenue streams, and help to ensure long-term success in a rapidly changing landscape.

¹CSPs moving ahead with GenAI for cost reduction and efficiency gains. Omdia, Dec 2023

^2,3Transforming Customer Care: Vodafone’s AI Journey and Vision for the Future

⁴Magherita Della Valle, LinkedIn, Vodaphone Insights

⁵PLDT Selects Amdocs to Digitally Transform its Network Operations for Greater Agility and Enhanced Customer Experience | AMDOCS

⁶Amdocs and Microsoft Customer Engagement Platform

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The telecommunications industry stands at a pivotal juncture, where the convergence of technology and communication is accelerating at an unprecedented pace. Microsoft’s role in this transformation is not just as a participant but as a leader, driving the conversation and action towards a more integrated and efficient ecosystem. Our efforts with the TM Forum and ODA over the years have been instrumental in setting new standards and fostering an environment of open collaboration.

Microsoft for Telecommunications

Accelerate telco transformation in the era of AI

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TM Forum DTW24-Ignite

This year’s TM Forum DTW24-Ignite event serves as a vibrant showcase of progress, partnership, and potential. Sessions will feature discussions on the latest trends and challenges facing the industry, while the Catalysts provide a hands-on look at the innovative solutions being developed.  

Catalyst projects are collaborative initiatives that bring together the collective power of the brightest minds and most influential industry figures to co-create solutions driving industry change through Open APIs, ODA, AI, and automation. Companies collaborate to unlock the possibilities of efficiency for businesses, optimize end-user experiences, and sustainable growth for all. This year Microsoft is thrilled to be actively contributing to two new phase catalysts alongside leaders from Vodafone, AT&T, Bell, Orange, Verizon, STC, Du, BT Group, and more.

• Responsible AI—Improving generative AI’s reliability for adoption at scale: This catalyst aims to address the challenges and risks associated with deploying generative AI models at scale, such as explainability, drift, and bias.
• DarkNOC: Generative AI propels insights driven NetOps—A new AI-driven cloud native stack for network assurance and service management: This catalyst aims to showcase how generative AI can enhance network assurance and service management, using a cloud native stack that aligns with industry-standard architecture, such as TM Forum ODA and Open APIs.

For those seeking a more granular view of the event, my LinkedIn post offers a wealth of information. My detailed account captures the essence of our presence at the event including information on all speaking engagements. 

Innovation Hub and ODA Accelerator

Our recent collaboration with the TM Forum Innovation Hub marks a significant milestone in our journey. By contributing to the ODA Accelerator initiative, we are helping to shape a modular, agile, and future-proof digital architecture that will serve as the backbone of the telecommunications industry for years to come. 

Microsoft has significantly contributed to the ODA program by signing the ODA Manifesto, joining the Innovation Hub, and supporting its development. We aim to transform the industry from legacy operation support system (OSS) and business support system (BSS) to cloud-native software, using standardized plug-and-play components, data models, and Open APIs. We have also created a cloud-based telecommunications ecosystem using the ODA reference canvas on Microsoft Azure, helping to drive digital transformation in the telecommunications sector.²

Our booth will serve as a hub for engagement, where attendees can experience our technologies and interact with our experts. Our in-booth presence includes stations covering: 

Developer velocity

At Microsoft, we believe that empowering developers is key to driving innovation. The ODA canvas and accelerator, along with GitHub Copilot for Open APIs, are revolutionizing the way developers work, enabling them to build more efficiently and effectively. The success stories from Orange and Lumen, as detailed in their respective case studies, are a testament to the transformative impact of these tools.

Our collaborations with TM Forum members Exos Systems and Tata Consultancy Services (TCS) have enriched the developer ecosystem, providing a range of tools and resources that enhance productivity and creativity. Notable projects with Jio, Proximus, Amdocs, Lifecycle Software, and the AT&T SHINE Catalyst further illustrate the breadth and depth of our commitment to developer velocity.

As part of the AI Service Portfolio, TCS has developed their AI First Telco Modernization framework leveraging their rich experience in TM Forum ODA and our strategic partnership with Microsoft.

It combines the power of TM Forum, ODA Framework, and GitHub Copilot for an accelerated modernization of software applications spanning across ideation, development, testing, and deployment. TCS has successfully implemented these generative AI tools for its clients resulting in higher productivity gains and faster innovation. TCS and Microsoft invite you to join our special GitHub Copilot session, featuring experts from Microsoft, TCS, and Proximus.

Jio is at the forefront of technological innovation within the telecommunications sector, consistently pushing the boundaries of what’s possible.

To accelerate the TM Forum ODA Component project, Jio has contributed to the ODA canvas reference implementation. Their journey began with the deployment of the ODA Canvas on Azure, which has evolved to encompass a suite of components, each designed to enhance telecommunications operations:

• Jio Network Performance Management ensures optimal network functionality.
• Jio Integrated Inventory Management streamlines asset tracking and management.
• Jio Floworx revolutionizes product validation and ordering processes.

These innovative components showcase Jio’s commitment to leading the industry’s digital transformation.

Microsoft is excited to collaborate with Jio and TM Forum on this groundbreaking journey. We invite you to experience this innovation firsthand at Jio booth (Jio Platforms Limited—Booth 232) and the Azure ODA Canvas reference implementation at Microsoft booth (Booth—315J), where the future of telecommunications comes to life.

Customer experience

Customer experience is at the forefront of our efforts in the telecommunications industry. Microsoft Dynamics 365 Contact Center is a prime example of our dedication to improving customer engagement. With Microsoft Copilot Studio, we are enabling the rapid development and deployment of intelligent, generative AI-powered automated care bots capable of resolving the vast majority of customer inquiries.

To assist telcos as they move to incorporate AI across their business, Microsoft, Accenture, and Avanade collaborated on a whitepaper titled “Reinventing telecommunications in the era of generative AI.” This paper explores the transformative potential of generative AI in the telecommunications industry and discusses how AI technologies can enhance network efficiency, improve user experiences, and redefine communication.

Vodafone is a great example of the effectiveness of these bots in a real-world scenario, demonstrating how they can significantly improve customer experience while reducing costs, expediting care, and improving net promoter score (NPS).

Charles Lamanna’s keynote at Microsoft Build 2024 provides further insights into these advancements, highlighting how telcos can use Copilot Studio to rapidly create intelligent Copilots of their own. Charles details how telcos can evolve today’s virtual agents into powerful Copilots that don’t just chat, but are capable of running in the background, asynchronously, and executing workflows with true agent capabilities.

To boost productivity and streamline employee experiences, Lumen Technologies has embraced Microsoft 365 Copilot. This generative AI tool integrates seamlessly with Microsoft Teams, providing employees with an intelligent virtual assistant. Finally, the collaboration between Microsoft and ServiceNow is pivotal in this journey. By combining our expertise, we’ve created a smarter way to work, where generative AI assistants coexist and interact. By integrating Now Assist, ServiceNow’s generative AI experience, telco employees receive conversational responses to requests and connects them to AI-powered workflows on the ServiceNow platform.

Network intelligence

The transformation of network operations is a critical component of our vision for the telecommunications industry. Microsoft Fabric Real-Time Analytics is at the heart of this transformation, enabling the collection and analysis of massive quantities of network data from complex, multi-partner environments. 

Accenture and Microsoft are demonstrating the powerful capabilities of Microsoft Fabric and Azure Data Explorer, enhanced by Accenture’s crowdsourcing data and exceptional engineering.

This collaboration aims to deliver actionable insights for Network Quality of Experience (QoE) management and planning, transforming the optimization efforts of mobile operators.

Our focus is to visualize performance issues that are:

1. Easy to comprehend and analyze.
2. Prioritized based on Accenture, umlaut score, and subscriber impact.
3. Root cause analytics, such as coverage and interference issues.
4. Easily integrate with daily workflows and additional data sources.

We will showcase how Accenture, leveraging Microsoft technology, can deliver an advanced platform built using crowdsourcing data, enriched by our custom analytics, and delivered through a user-friendly web-based front end. 

The Accenture integration shows how these capabilities align with the TM Forum Autonomous Networks initiative. Our Azure Programmable Connectivity, detailed in Ricardo’s latest blog, along with the participation of leading carriers, underscores our commitment to adhering to industry standards like the TMF931 Open Gateway Onboarding and Ordering Component Suite. 

Tecnotree recently authored an article titled “Delayering in Telcos: A Path to Agility and Efficiency” which discusses the significant transformation in the telecommunications sector, driven by the need for cost optimization and operational efficiency. It highlights the importance of delayering organizational structures and the role of Azure Programmable Connectivity (APC) in enhancing agility and customer experience.

Our partnership with Norwood Systems in voice intelligence is another example of how we are enhancing network operations. CogVoice™, their innovative AI Agent platform, is designed to re-monetize communications service provider (CSP) voice networks by delivering highly personalized and low-cost cognitive AI agent applications with breakthrough dialog performance. Leveraging Microsoft Azure OpenAI Service and Azure AI Speech, CogVoice brings exceptional natural language processing and speech-to-text capabilities to CSP-hosted agentic services. 

The new telco data model

We are excited to introduce a new Azure Synapse database template for wireless that promises to redefine how data is managed and utilized within the telecommunications sector. This model is designed to streamline operations, foster innovation, and enable a more seamless integration of services across the industry. 

The TM Forum Modern Data Architecture (MDA) is a strategic framework that outlines how data is collected, managed, and utilized—leveraging technologies like cloud computing and big data platforms to support scalable, flexible, and efficient data processing and analysis. We’ve been working with customers and partners to define and implement data platforms that apply this methodology. Most recently, Tech Mahindra launched a unified workbench on Microsoft Fabric, enhancing data workflow efficiency and accelerating digital transformation for enterprises. Similarly, LigaData offers a transformative approach to telecom data management with its Telecom Data Fabric, which leverages Azure to reduce integration time and enhance enterprise data agility and innovation.

Connect with us

Microsoft’s journey with the TM Forum and the ODA is a story of continuous innovation and unwavering support for the telecommunications industry. As we look to the future, our commitment remains strong—to foster an ecosystem where collaboration, technological excellence, and a shared vision drive us toward a more interconnected world. Join us at the event and connect with us online to be part of this exciting journey. 

¹Microsoft expands commitment to ODA and all other TM Forum highlights from MWC 2023!, TM Forum.

²Microsoft expands its commitment to TM Forum’s Open Digital Architecture, inform.tmforum.org.

The post Microsoft’s pioneering role in shaping the telecommunications landscape appeared first on The Microsoft Cloud Blog.

Microsoft empowers telecommunications organizations to achieve more through a trusted and secure platform supported by a comprehensive partner ecosystem. At this event, we will look to demonstrate how Microsoft is the partner to help telcos leverage the power of AI and untap business-to-business (B2B) opportunities.

I am excited to attend TM Forum’s Digital Transformation World (DTW23) in Copenhagen from September 19 to 21, 2023, which is a global event for telecommunication leaders looking to define the building blocks of new operating models. Microsoft joined TM Forum over two decades ago, committed to innovation in the industry. Microsoft and our expansive partner ecosystem enable telecommunication organizations to transform into the techco of the future.

Unlock the potential of AI in telco

The time has come for telcos to seize this unique opportunity and harness the power of generative AI (GenAI) to remain competitive and stay ahead of the game. AI can be the game-changer for the telecom industry, and there are many ways to harness its power and potential. These past few months have put a spotlight on advancements in generative AI, and the possibilities of its application to deliver pragmatic business outcomes. This presents an incredible opportunity to enhance products and services while unlocking innovation and business value to help shape the future of the industry. The pace and scale of technological innovation happening today is unprecedented and breathes optimism into a demanding economy.

AI helps telcos to transform their customer service, using chatbots and voice assistants that can provide instant, personalized, and engaging support. AI assists telcos in refining their networks by leveraging predictive analytics and automation, which boosts performance, minimizes interruptions, and conserves energy. AI aids telcos in tailoring their marketing strategies through data-informed suggestions, fostering greater customer loyalty and retention. These are just some of the examples of how AI can help telcos to thrive in the digital era.

Telcos have a unique opportunity to leverage AI to stay ahead of the curve and gain a competitive edge. By investing in AI and adopting best practices, telcos can future-proof their operations and remain relevant in the years to come. As AI continues to evolve and advance, we can expect to see more amazing and disruptive developments in the telecom industry.

Learn from Microsoft and industry experts

We will be participating in several sessions where we will be discussing key industry trend—including GenAI—and how we have helped communications service providers (CSPs) on their digital transformation journey. We are excited to also share the stage with Amdocs on how we are reimagining customer engagement. Amdocs is empowering service providers to improve end-user experiences across all channels and applications with its Customer Engagement Platform that combines best-in-class cloud, AI, and telco technologies.

• Becoming a techco: are we there yet? From Telco to Techco: Transforming the Buzzwords into a Reality. Tuesday, September 19, 2023, from 11:00 AM to 12:30 PM CEST. Featuring Jon James, Chief Executive Officer Nuuday, and Francesco Venturini, Corporate Vice President WW Telecommunication and Media, Microsoft.
• Becoming cloud native for growth and flexibility. Tuesday, September 19, 2023, from 2:00 PM to 3:30 PM CST. Featuring Luna Cassani, Technology Strategist and Account Chief Technology Officer, Microsoft.
• Catalyst Session: Connecting with confidence: Embracing the potential of next-gen connectivity. Tuesday, September 19, 2023, from 2:00 PM to 3:57 PM CST. Featuring Sanjay Prasad, Global Telco Technical Consulting Leader, Microsoft.
• The Rise of AI: What it means for today and tomorrow. Tuesday, September 19, 2023, from 4:00 PM to 5:30 PM CEST. Featuring Rick Lievano, Chief Information Officer WW Telecommunications, Microsoft.
• Opening Headliners. Wednesday, September 20, 2023, from 8:30 AM to 10:30 AM CEST. Featuring Silvia Candiani, Vice President WW Telecommunications, Microsoft, and Assif Sarat, General Manager, Amdocs.
• Global Architecture Forum. Wednesday, September 20, 2023 from 11:00 AM to 12:30 PM CEST. Panel participation by Microsoft discussing “Conformance validation of ODA components and canvas.”
• Open Digital Architecture (ODA) on Microsoft Azure. Tuesday, September 20, 2023, from 12:00 PM to 12:30 PM CEST. Featuring Jayant Mishra, Senior Industry Digital Strategist, Microsoft.
• AI in Action. AI Driven Telco: Unleashing Generative AI Across Your Business. Wednesday, September 20, 2023, from 2:00 PM to 3:30 PM CEST. Featuring Lester Thomas, Head of New Technologies and Innovation, Vodafone, and Iain Thornhill, Telco Industry Advisor, Microsoft.
• Enabling the AI powered telco: Simplifying network operations to deliver world-class customer experiences with Azure and AI. Wednesday, September 20, 2023, from 2:00 PM to 3:30 PM CEST. Featuring Iain Mulligan, Chief Network Officer, 3UK, and Paul Brittain, Principal PDM Manager, Microsoft.
• Xchange roundtable: Telco to TechCo evolving models: Maturing through transformational changes, which TechCo model are you? Wednesday, September 20, 2023, from 2:00 PM to 3:30 PM CST. Featuring Silvia Candiani, Vice President, Telecommunications, Microsoft.
• Explore the Power of Generative AI in Telecom. Wednesday, September 20, 2023, from 3:30 PM to 3:50 PM CEST. Featuring Rick Lievano, Chief Technology Officer, WW Telecommunications, Microsoft, and Paul Brittain, Principal PDM Manager, Microsoft.
• Bring the power of AI to your customer. Wednesday, September 20, 2023, from 4:00 PM to 5:30 PM CEST. Featuring Luca Cassani, Telecommunications Account Chief Technology Officer, Microsoft.

And more sessions to be announced.

Microsoft will be exhibiting generative AI innovations in the TM Forum zone in Hall C3.

Check out our TM Forum Catalyst projects

TM Forum Catalysts are rapid-fire proof-of-concept projects developed collaboratively by TM Forum members to solve common industry challenges, validated by communications service providers and industry stakeholders. They are member-driven and both inform and leverage TM Forum best practices and standards, connecting service providers, technology suppliers, and global enterprises to create innovative solutions to common industry challenges. Microsoft is participating in two Catalysts, which will be showcased in the Innovation Labs area of the event.

1. Simple hyperscaler integrated network experience (SHINE)
   Championed by AT&T, Telefonica, and Orange
   Participants include Microsoft, Amdocs, Infosys, ServiceNow, Prodapt
   Establishing an industry standard mechanism for making digitized network services available as native services in hyperscale portals.

2. Supercharge any activity in any metaverse
   Championed by T-Mobile and Deutsche Telekom
   Participants include Microsoft, Amdocs, D-ID
   This Metaverse challenge Moonshot Catalyst showcases highly tailored on-demand connectivity with a relevant non-fungible token (NFT) to demonstrate immersive AI-driven customer service experience in any metaverse.

Visit the Innovation Labs at the event to learn more about each Catalyst and wish every participating team good luck on the competition for the best!

Come play with Microsoft and Nokia

We are excited to partner with Nokia to sponsor some fun at the event. Please join our teams for some friendly shuffleboard games in the lounge area. Security operations teams are struggling to keep up and the area where they need the most help is the intersection of security and AI. Combining the flexibility of SaaS with AI in security operations creates new capabilities to reduce the frequency and cost of cybersecurity breaches.

Want to meet with a Microsoft expert while at DTW23? Reach out to telcoindustry@microsoft.com to learn more and schedule a meeting.

Learn more

No matter where you are on your transformation journey, Microsoft can serve as a trusted partner at a pace that makes sense for your business. Should you want a deeper conversation with a Microsoft employee about AI, chances are you will find us in the shuffleboard area. For additional information visit our website.

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