Telcos Overhaul Their Systems And Infrastructure To Stay Ahead Of The Game
TECHLED, Wednesday, February 4th, 2026
Agile telcos need the right systems in place to better serve customers in an AI world. Antony Savvas looks at some of the latest developments that can help drive this success.
As part of Virgin Media O2's ongoing efforts to remove 'persistent pain points' and improve customers' experience, the company has reduced the number of calls transferred by its agents by 1.3 million in 2025, saving customers around 1.45 billion seconds of their time, we are told.
This is a direct result of cross-skilling 5,000 support agents, simplifying team structures and delivering AI-led improvements to the automated phone system. Following the effort, the communications service provider (CSP) says the latest statistics from UK regulator Ofcom show that complaints about Virgin Media O2 have fallen by 'more than 50%' over the last 12 months.