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Which key changes and trends do you expect in the telecommunications industry in the year ahead and how Mtel plans to adapt to those changes?
As we approach the year 2025, the telecommunications sector becomes increasingly dynamic, facing numerous challenges and opportunities that will shape its future direction. Fast technological advancement, growing customers’ needs for higher quality and faster internet, as well as permanent changes in the business environment, all make this industry extremely dynamic.
The Mtel Company, being an undisputable leader in the telecommunications, stands out as an example of success. Under a successful management leadership, Mtel has achieved outstanding business results during the past three years, and continues to successfully respond to all present challenges, and, with carefully defined strategic plan, we resolutely walk into the future as well.
Speaking about future business challenges, expected in the telecommunications industry, we will focus on several basic development pillars that will shape the future of the industry, namely investments in the infrastructure, network optimization, development of contemporary technologies and communication through use of AI, improved customer experience through offer personalization, data security, and customer protection.
As a part of Telekom Srbija Group, we successfully expand to the global markets, which we will continue doing next year as well.
We are proud of the fact that we significantly improve the Mtel employees’ standard, hire young professionals, provide education and professional advancement to our employees, since they represent our greatest strength.
Which new trends or changes in the customers’ behavior do you expect in the telecommunications industry and how Mtel plans to respond to those new needs?
Political and economic stability is important to every industry, thus our sector as well. When these are absent, we all face complicated challenges. Many citizens are struggling to satisfy their obligations, while many other are leaving the country thus reducing the number of customers, hence reflecting negatively on the revenues. In the light of these challenges, traditional telecommunication services will not suffice as a source of income. Our aim is to adapt to the market changes investing in new technologies and improving our services, particularly in the ICT sector.
The forecasts are technological revolution will shape the future communication, which will become even faster, more efficient and connected. Our customers have got accustomed to reliable and innovative services. If we want to stay at the top, we must take care of the customer experience, offering our users fast support and intuitive applications, while we pay particular attention to the contents and cyber security. Our strategy for the future includes significant investments in development and investing in the 5G network.
In terms of modern communication among the customers, as well as technological development in the digital communications sphere, imperative is the need for a continuous improvement of digital communication channels with the customers, namely, the initiation of a long-term process of redirecting customer interaction from traditional to online channels.
Another important trend is growing demand for the cloud-based services. Quite a while ago, Mtel recognized the significance of these digital platforms that enable safe and fast access to the data in the cloud, having personalized and adapted them to the needs of its business customers.
The Mtel Company is determined to use digital transformation for simpler and more efficient service provision and improvement of their distribution, as well as for building a better workplace for the employees and improving overall customer experience.
How do you see 5G technology changes the perspective of telecommunications in BiH, and how is Mtel preparing for this change?
The 5G technology will significantly change the perspective of telecommunications in BiH, enabling a faster and more reliable connectivity, which will open new possibilities for development of industry, education, and digital services. Increased speed and reduced latency provide for innovations like smart cities, IoT applications, and improved telecommunication solutions.
Mtel is technologically ready for the 5G network implementation, with modernized infrastructure capacities and plans for network enhancement. However, prior to this, it is important to establish adequate national regulations that will enable safe and efficient use of the 5G technology. The Mtel Company is actively cooperating with the regulatory authorities to achieve that all required standards and regulations are harmonized, which will provide for a faster and more efficient implementation of the 5G solutions in the country.
Given the raising importance of data privacy and security, which measures are taken by Mtel to secure the customers’ trust and harmonization with the regulations?
Investing in advanced security technologies to maintain safety and protect our customers is one of the imperatives for our Company.
By fulfilling the requirements of the ISO/IEC 27001 Standard and ISMS System certification, we establish efficient security measures for protection of information and realize numerous benefits such as a reliable access to protected telecommunications services, which enable our customers to feel protected and safe during any interaction.
One of important steps we have taken is the “Siguran net” (Safe Net) Service, especially designed for schools, but also for all other users. This Service offers protection from various threats, malicious websites, and improper contents, by which a safe internet environment is achieved.
Along with this, Mtel has introduced strict protocols for data protection, including encryption and regular system audits, to ensure a maximum security of the customers’ personal data. Also, it is very important to us to regularly educate our customers about internet security, offering them necessary advice on privacy protection.
Through these measures, Mtel has been building and maintaining a high level of trust among its customers, protecting their data and applying relevant legal regulations.
How does Mtel use digital tools and AI to improve the customer experience and service offer?
Artificial intelligence (AI) increasingly influences the world around us, leading us to the era where the boundaries between people and technology intertwine more and more in all spheres of life.
In telecommunications future, AI will play an important role in the industry transformation. It will enable a more efficient data processing, network optimization, and improvement of the customer experience. Customer support automation, through chatbots and virtual assistants, will reduce waiting time and increase customer experience. Also, AI will help in predicting and resolving network problems before they reach critical level, by which the reliability of the services will be increased. With introduction of modern communication tools, we will provide for personalized offers for the customers, customized to their needs and habits, and our business processes will become even faster and more efficient.
Which steps does Mtel take to reduce its footprint on the environment and give preference to sustainability?
In line with the practice of corporate responsibility towards the environment, the Mtel Company puts particular emphasis on adherence to the laws and, also, to specific activities in the environment and people protection domains. The Company continually focuses on its structure modernization, using energy-efficient technologies that reduce the energy consumption. We pay a particular attention to safety in the base stations operations and electromagnetic field, emitted from them by the antenna systems, in adherence to all legal regulations and cooperation with all relevant national institutions and ministries.
With the aim of environment protection, we continuously conduct internal and external campaign for paper saving, i.e. use of electronic bills instead of the paper ones. All the Company employees have taken on electronic bills for the Company services, by which we contribute to saving paper. Also, the activities continued in the sphere of proper disposal of obsolete and broken electronic equipment, and defective telephones returned by the end users.
Along with this, Mtel actively participates in numerous ecological activities in the community, through various eco-initiatives and projects.
It is very important to be present in the community in which we operate. We wish to continue holding the title of the company with best corporate social responsibility. We will continue to support the community in which we operate, particularly in the field of education, sport, and culture, since we consider these to be the foundations of a sound and bright future.
