For a telecom operator, a view of the complete journey of its customers is worth its weight in gold. Showing where things can be done better is a crucial element in such a competitive market. The Business Activity Monitoring tool (BAM), developed together with Solita, provides a clear view and helps Proximus – the number 1 Telco provider in Belgium – serve its customers better.
You could compare Proximus’ position in Belgium with the Atomium, Manneke Pis, or even pralines: incontournable. Proximus is the telecom operator that grew out of the public company RTT and later Belgacom (the Belgian state is still the majority shareholder in the company). For almost 100 years, it has been responsible for telephony traffic, and more recently for Internet, TV connections, mobile, and a wide variety of digital services.
As a market leader operating in a highly competitive and rapidly evolving landscape, the challenges are considerable. Not least on the IT front. “Searching for new technologies is in our DNA”, says Vincent Ghislain, responsible for middleware IT at Proximus. “This means that we have to guarantee the IT impact of things like 5G and the fibre network. But the challenges go much further than that. For example, digitalisation has entered a new phase, that of self-service. We must also offer this possibility. The switch to the cloud is also important, as is the fact that data must now be able to be consulted and passed on in real time.”