TY  - CHAP
A1  - Schmitz, Manfred
A1  - Dietze, Christian
A1  - Czarnecki, Christian
ED  - Urbach, Nils
ED  - Röglinger, Maximilian
T1  - Enabling digital transformation through robotic process automation at Deutsche Telekom
T2  - Enabling digital transformation through robotic process automation at Deutsche Telekom
N2  - Due to the high number of customer contacts, fault clearances, installations, and product provisioning per year, the automation level of operational processes has a significant impact on financial results, quality, and customer experience. Therefore, the telecommunications operator Deutsche Telekom (DT) has defined a digital strategy with the objectives of zero complexity and zero complaint, one touch, agility in service, and disruptive thinking. In this context, Robotic Process Automation (RPA) was identified as an enabling technology to formulate and realize DT’s digital strategy through automation of rule-based, routine, and predictable tasks in combination with structured and stable data.
Y1  - 2019
SN  - 978-3-319-95272-7
U6  - http://dx.doi.org/10.1007/978-3-319-95273-4_2
SP  - 15
EP  - 33
PB  - Springer
CY  - Cham
ER  -