The telecom industry is at a pivotal juncture, caught between the legacy of past underinvestment in IT/OSS/BSS systems and the transformative potential of AI and automation. For decades, communications service providers (CSPs) prioritized massive investments in network infrastructure— 4G, 5G, and spectrum—while overlooking the “intelligence layer” where digital-native competitors captured disproportionate value.

This imbalance left CSPs with world-class networks but legacy systems that failed to monetize services effectively or deliver differentiated customer experiences. Today, telcos have a massive opportunity for efficiency-driven innovation. History shows a clear pattern of disruption, such as the “Innovator’s Dilemma” described by Clayton Christensen,

Today, 5G, edge computing, and AI enable capabilities like network slicing, real-time orchestration, and domain-specific automation. Looking ahead, telecom is moving toward an autonomous and programmable network era, where intent-based, AI-driven systems will underpin everything from industrial automation to smart cities.

All of this alongside advances in AI, demands a fundamental rethink in which OSS/BSS must be repositioned not as back-office systems, but as engines of growth, monetization, and customer engagement. Examples from leading CSPs worldwide illustrate the path forward: AI-driven traffic prediction, anomaly detection, churn prediction, digital twins for energy optimization.

AI and automation are not theoretical—they are already delivering cost savings, improving reliability, and enhancing customer experience. The strategic imperative now is to move beyond incremental improvements, invest decisively in IT and OSS/BSS modernization, and embrace AI-driven automation at scale. Those who act now can transition their telecom networks into intelligent platforms, capable of creating new revenue streams, reducing OPEX, and restoring CSPs’ central role in the digital economy.

This whitepaper, sponsored by Ericsson, explores the central elements of the OSS/BSS rethink now required, with data at the center.

To download the whitepaper, click here.