Telecommunications
Telecom operators face mounting pressure to boost performance and returns while sustaining future investment. They must modernize legacy networks, platforms and operating models to drive efficiency and value, while continuing to invest in next-generation infrastructure, digital services and AI. This demands a more disciplined approach to funding, prioritization and execution.
10,000+
telecom professionals providing the multidisciplinary capabilities to serve complex challenges
150+
number of countries with EY Telecom professionals
94%
Forbes 2000 telecom sector clients served
Solving your complex challenges
- Front office modernization
- The agentic telco
- Asset strategy and M&A
- Risk and resilience
CHALLENGE
AI-enabled service innovation and customer experiences
AI is reshaping customer expectations and buying behaviors, while competitive and supplier ecosystems are evolving at pace. To address this, more compelling value propositions, greater service personalization and winning customer experiences are essential.
HOW EY CAN HELP
EY helps drive B2C and B2B growth through product simplification, AI-enabled sales and support experiences, and business support system (BSS) transformation supporting customer satisfaction, loyalty and lifetime value.
- AI-enabled sales and commercial models: transforming sales models, tools and ways of working to improve sales effectiveness, activate data-driven insights and scale personalized engagement that accelerates pipeline, conversion and revenue growth
- Agentic sales orchestration at scale: unifying data, content and workflows through AI to help enable real-time personalization, faster deal cycles and consistent execution across channels, improving sales efficiency and revenue realization
- BSS modernization for monetization: evolving legacy BSS into cloud-native, AI-enabled platforms that support real-time charging, agile service creation and ecosystem integration, enabling monetization of 5G, APIs and digital infrastructure
- Seamless, personalized customer journeys: designing and orchestrating omnichannel experiences using data and AI to reduce friction, increase loyalty and unlock greater customer lifetime value across consumer and enterprise segments
FEATURED
Discover how EY is helping Liberty Latin America to transform customer experience in the telecom sector. By prioritizing speed, simplicity, and intelligence, Liberty Latin America is redefining customer engagement and setting new standards in the industry.
CHALLENGE
Scaling AI adoption to optimize operating models and enhance agility, efficiency and productivity
Legacy systems and processes limit telcos’ ability to monetize network investments, data assets and new services. Organizations struggle with fragmented and siloed data sets, while AI deployments face challenges moving beyond trials and into production.
HOW EY CAN HELP
Providing operating support system (OSS) transformation alongside AI-enabled corporate functions, EY helps telcos to scale emerging technologies, supported by workforce reskilling and managed services that augment human capabilities and deliver sustained performance improvement.
- AI-enabled operations at scale: embedding analytics and AI across network and enterprise functions to automate operations, improve decision-making and unlock productivity, facilitating innovation and stronger use of network and customer data assets
- Agile OSS and network transformation: modernizing core OSS and network environments to enable real-time operations, faster service creation and stronger data use supporting faster innovation and monetization of network investments and digital services
- Transformed operating models and workforce: redesigning operating models and workforce capabilities to embed agentic technologies at scale, boost productivity, improve cross-functional performance and enable continuous upskilling
- Sustained performance through managed services: embedding continuous improvement to support critical functions, enhance workforce capabilities and enable consistent gains in productivity, cost efficiency and operational performance
FEATURED
Future Network Now
The Future Network Now suite of solutions can help your telecoms business build the robust, resilient, secure networks that will underpin future growth.
CHALLENGE
Optimizing telco asset portfolios and M&A strategies to drive scale and unlock long-term value
As consolidation accelerates, telcos must reassess core and non-core assets and capital allocation to unlock scale and value balancing infrastructure ownership and strategic optionality, while maximizing value capture and synergy realization.
HOW EY CAN HELP
Refining capital allocation and M&A strategy, EY helps telcos realize scale and value and strengthen infrastructure positions, identifying opportunities for acquisitions and potential divestitures as new consolidation scenarios form.
- Portfolio strategy aligned to future value: reshaping core and non-core assets across networks and digital infrastructure to support portfolio objectives, capital allocation priorities and organizational flexibility as consolidation accelerates
- M&A to drive scale and repositioning: defining and executing M&A strategies to support consolidation, access capabilities in areas such as data centers and digital infrastructure, and capture synergies that strengthen long-term competitive positioning
- Disciplined capital allocation: applying insight and scenario modeling to inform capital allocation decisions across infrastructure, markets and services, in line with long-term value creation priorities
- End-to-end transaction execution: supporting the deal lifecycle from strategy and diligence to integration and separation to help organizations manage complex transactions, navigate risk and advance their financial and strategic objectives
FEATURED
Rivada is reimagining wireless internet as a commodity
By leveraging AI and automation, patient diagnostics have picked up pace in a health care testing company.
CHALLENGE
Reduce enterprise risks to maximize stakeholder trust
Telcos must navigate escalating cyber threats, growing regulatory scrutiny and rising ESG expectations while protecting critical infrastructure and maintaining customer trust. Failure to strengthen data governance, resilience, and security increases risk across increasingly connected ecosystems.
HOW EY CAN HELP
Advancing cyber resilience, AI governance and sustainability performance, EY helps telcos protect critical assets and enhance stakeholder trust, reducing risk exposure while supporting compliance, operational resilience and long-term growth.
- Advanced threat detection and rapid response: designing security operations that combine intelligence, automation and monitoring to identify, contain and recover from cyber threats, strengthening resilience and protecting critical infrastructure
- Integrated risk governance and resilience: embedding data, technology and enterprise risk management to support data governance, controls and regulatory compliance, while addressing continuity, recovery and long-term operational resilience
- Trusted AI through robust governance: supporting responsible AI adoption through transparency, risk controls and lifecycle monitoring, helping address regulatory expectations, decision-making and stakeholder trust in AI-driven services
- Sustainable transformation and ESG performance: embedding sustainability into strategy and operations to address climate and supply chain risks, strengthen ESG performance and disclosures, and increase stakeholder trust
FEATURED
Top 10 Risks in Telecommunications 2026
As the risks facing communications operators continue to evolve and expand, here’s our ranking of the 10 top telecommunications risks for 2026.
Explore our offerings
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EY-Parthenon TMT Strategy Consulting teams can help identify growth and digital infrastructure opportunities. Learn more.
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Discover how EY's Future Network Now solutions can help your telecoms business build robust, resilient, secure networks that will underpin future growth.
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EY.ai Agentic for Sales democratizes your greatest seller by coordinating specialized AI agents across the sales lifecycle. Learn more.
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EY-Parthenon: Transformative strategy and transactions – solutions that work in practice, not just on paper.
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EY harnesses a connected ecosystem of strategic alliances and partnerships to co-create value and deliver comprehensive technology solutions and business outcomes for our clients.
