Interview

With Connected Britain just around the corner, Total Telecom caught up with Aprecomm Founder & CEO Pramod Gummaraj to discuss why now is the perfect time to expand into the UK and beyond

Aprecomm was founded in India by ex-Qualcomm employees back in 2016. At that time, the company was focused entirely on the enterprise segment, providing solutions to help service providers and businesses better understand the end-user experience on their networks. This included developing self-healing and self-organising tech to make networks more autonomous and easier to monitor.

“We saw consistent growth in the enterprise market,” said Pramod. “These were customers who really understood the value of having a more intelligent network, in terms of delivering a better user experience”.

But the scope of the company’s ambitions was set to change dramatically with the onset of the coronavirus pandemic in 2020.

“During the pandemic, almost every home also became a small office,” explained Pramod, noting that customers were now intimately aware of their network quality, especially with YouTube videos perpetually buffering and Zoom calls lagging.

“Consumers began holding CSPs to a higher standard,” said Pramod. “Making the shift to the residential side was natural for us and also crucial.”

Since then, the company’s client base has grown enormously, with Aprecomm’s customer experience (CX) suite managing 7+ million locations (homes and businesses combined) globally through more than 45 service providers. The company also partners with over 50 customer premise equipment (CPE) makers and over 180 individual CPE models have been integrated and certified for use with Aprecomm’s CX suite.

Quality of service as a differentiator

Explaining this rapid growth, Pramod explained that network quality and reliability had rapidly become a key differentiator for CSPs in a competitive market.

“Subscriber experience is increasingly a key element and to ensure a quality experience we need networks that can adapt in real-time,” he said. “Customers are willing to pay that extra dollar to ensure that they have a reliable connection.”

“India is a very cost-sensitive market. There are 2,000 to 3,000 Tier 2 CSPs in India, and it’s a similar story in Brazil where there are about 20,000. In these fracture markets, the only way they can compete is on customer service,” he continued.

Indeed, a customer study conducted by the company showed that using their end-to-end Wi-Fi QoE solution could massively decrease network issues for end users, with considerable benefits for the CSP as a result. The study, which examined a CSP with 400,000 customers over one year, saw a 62% truck roll reduction, a 35% improvement in first-call resolution, and a 30% reduction in call resolution time when the Aprecomm suite was used.

Even more crucially, this improved service significantly reduced churn by 20% in the first two months.

“The most important threat in all these markets is churn. There is a customer acquisition cost to gaining a customer, which takes months of revenue to recoup. So, it’s very expensive to lose customers, even if you’re replacing them with new ones. That’s what CSPs are worried about,” said Pramod.

The road to zero-touch

As AI, machine learning, and automation improve, there has long been a discussion about the journey towards zero-touch networks – networks that are entirely autonomous, able to optimise their services for customers and react to issues without human intervention.

For Pramod, the end is in sight.

“The biggest missing piece was understanding the customer experience on a technical level. Once you have that, teaching everything else becomes easier. We now can consider more network parameters on a more granular level, and that makes it easier to automate effectively,” he explained. “Physical damage to the networks will always need a physical response, but I think we’re pretty close to achieving zero-touch networks – a couple of years.”

Expansion plans

Having scaled considerably in India, plans are already in motion for Aprecomm to expand into the UK, the USA, and Latin America. All these markets feature many regional Tier 2 players fighting hard to attract and retain customers, where quality of service would be a key factor.

“The smaller players make up a significant portion of the addressable market, but they’re also a segment that’s been somewhat ignored,” said Aprecomm’s Head of Marketing Communications, Mark Goodburn. “Everyone tends to chase the big players and leave the smaller service providers largely untouched.”

This expansion process has already begun. Earlier this year, the company struck a partnership with Brazilian network solution provider OpenGlobe which is reselling Aprecomm’s CX suite in its territory. The partners hope to target the top 300 CSPs in Brazil.

This week, Aprecomm is turning its attention to the UK market at Connected Britain. The UK market is currently home to around 100 altnets, all of whom are facing a challenging economic environment and growing pressure from giants like Openreach and Virgin Media O2.

“We’ve got the scale and maturity now to expand into these new markets, at a time when there is more focus on customer experience by CSPs and chipset companies than ever,” said Pramod. “Lots of factors are coming together at the right time for us and we’re very excited to be looking at these new markets.”

Want to hear more from Pramod about in-home connectivity and the evolution of customer service? Join Aprecomm on stand #167 at Connected Britain on 11–12 September! Get your ticket today.

Contributed Article

by Mark Turner, Managing Director, M Group Services – Telecom Division

You might know us as Avonline Networks, Magdalene, Morrison Telecom Services or Waldon Telecom but did you know we’re all part of one business?  

Together, we are M Group Services’ Telecom Division. We use our expertise to deliver comprehensive end-to-end services to our clients, including VMO2, Openreach and National Grid.  

M Group Services is the leading essential Infrastructure service provider within water, energy, transport and telecommunications sectors across the UK and Ireland. Collectively, we have over 11,000 employees, 6,000 commercial vehicles, 12,000 items of plant and a turnover of £2bn.  

Our scale, breadth and depth open opportunities for collaboration, creating solutions which deliver efficiently and cost effectively against our client’s needs, and ensure a positive legacy in the communities in which we work.  

We are passionate about protecting our people, the public and the planet.  Alongside our leading safety record, we work to introduce industry-firsts. This has  included our multilingual Safe Working in Civils course, upgrading our fleet, which is led by EV and other sustainable fuels and rolling out comprehensive first aid training for our 2,000+ staff. 

Our Telecom Division provides expertise and services to Fixed, Mobile and Private clients.  

Fixed 

We are building and delivering full fibre networks to over one million premises per year, supporting our clients’ ambitious broadband rollout plans.  

By bringing fibre-to-the-premise (FTTP) to homes and businesses, we provide high-quality communications networks for our clients, supporting the wider socio-economic benefits that come with better connectivity for local communities. 

We also deliver repair and maintenance services, at scale, across the country, offering a cost-effective solution to our key clients.  

Many of our clients take advantage of our active technology services,  including core network services, covering switch sites, exchanges and data centres.   We also cover access networks, including cabinets to customer premises and complex business network installations. 

Mobile 

We provide a full end-to-end 5G upgrade capability for our Mobile Network Operator (MNO) and TowerCo clients. This includes site acquisition, design and construction (ADC), fibre backhaul, active equipment commissioning (DIC&I) and full lifecycle Notice to Quit (NTQ)The demand for network densification is growing, so we are installing increasing numbers of small cells for our clients across London and other major cities.   

As the market for Private 5G solutions continues to rise, we are providing a full turnkey service covering survey, design, installation, commissioning and operation.   This exciting new technology is being used in diverse locations such as ports, airports, sports stadia and heavy industry. 

We have a comprehensive high mast capability, with our specialist teams supporting both the onsite and offsite design and build.  Our tallest tower to date is at Bilsdale in North Yorkshire, standing at 308.5m high.  

There is huge importance in supporting our clients to manage the overall cost lifecycle of their networks and sites.  Our divisional nationwide platform provides 24/7 inspection, fault fix, repair and maintenance solutions.  

Private 

Our capital project delivery programmes enable our clients to meet their increasingly complex needs.   Programmes include transforming and upgrading connectivity platforms, extending the life of existing equipment, upgrading network security, improving monitoring and control of assets and moving towards net zero targets.  

Our Network Operations and Maintenance (NOAM) capability forms part of our divisional service platform, offering a comprehensive set of services including both shared and dedicated NOCs, as well as national 4-hour fault fix. 

Want to find out more? 

We’d love to tell you more about how we can help design, build, connect, operate and maintain your network! Come and visit us on stand 79 at Connected Britain on 11 and 12 September at London Excel.  

Five interesting projects to catch up with: … [visit site to read more]

In a rather unusual turn of events, a Kenyan lobby group has apparently filed a lawsuit against operator Safaricom, along with regulator the Communications Authority of Kenya (CA), and Kenya’s Competition Authority, demanding that they allow satellite operator Starlink access to the Kenyan market.

We reported in late August that Safaricom had apparently written a letter to the Communications Authority of Kenya complaining that Starlink posed a threat to the telecoms market and should be required to partner with local operators rather than compete with them.

However, the lobby group, Kituo cha Sheria, had a different take on the move, suggesting that Safaricom’s allegations were unsubstantiated and that it is in fact apprehensive about the entry of Starlink into the market due to its competitive pricing which appears to undercut Safaricom’s internet service.

Kituo cha Sheria also suggests that that this move would block Kenyans from accessing faster internet speeds and maintain high costs.

Safaricom is said to charge KES6,000 (US$46.52) for its internet service; Starlink offers 50GB of internet for just KES1,800 (about US$14). Of course equipment also needs to be purchased for the Starlink service, although we noted recently that there is now a rental plan in Kenya for Starlink’s equipment.

Kituo Cha Sheria-Legal Advice Centre describes itself as a national non-governmental organisation established in 1973 to empower the poor and marginalised and to enhance equity and access to justice for all.

It is seeking a court declaration that Safaricom’s letter is unconstitutional and wants the court to affirm that internet access is a socio-economic right. The lobby group also requests a permanent injunction preventing the CA from acting against parent company SpaceX or restricting its devices in Kenya.

Further south, Starlink is having fewer problems. The company officially turned on service in Zimbabwe just before midnight, on 6 September 2 just a few days after neighbour Botswana also went live.

ITweb Africa reports that Starlink high-end kit’s one-time pricing of US$350 and monthly service fee of US$50 is far less than the charges offered by the country’s three main operators.

A Connected Britain Preview   

Connected Britain 2024 is just around the corner and, with just days left to go, it is only fitting that we highlight some of our amazing keynote sessions, featuring some of the biggest names in the UK telecoms industry.   

Day 1 – Wednesday 11 September 

CXO Interviews 

Intimate discussions with some of industry’s biggest names  

Marc Allera, CEO EE (08:50)  

Lutz Schüler, CEO, Virgin Media O2 (10:00)  

Katie Milligan, Chief Commercial Officer, Openreach; Rajiv Datta, CEO, nexfibre; Greg Mesch, Founder & CEO, CityFibre; Stephanie Liston, Chair of the Board, Jersey Competition Regulatory Authority & Chair, Digital Connectivity Forum (12:10) 

Panel Discussions 

Bringing together speakers from across the telecoms industry and beyond to tackle the sector’s biggest challenges 

Securing the UK’s position as a global tech leader (09:20) 

What are the barriers to success for the UK tech sector? What is needed from govt, industry and other key stakeholders to overcome these challenges? 

Speakers:  

Sasha Qadri, Moderator 

Paul Alexander, Head of Cloud Infrastructure Business, Europe, Nokia 

Julian David, CEO, techUK 

Iain Milligan, Chief Network Officer, Three UK 

Keri Gilder, CEO, Colt Technology Services 

The changing landscape of the UK fibre market (12:50) 

Exploring the past year’s developments in the fibre market and tackling major topics including investment, competition, regulation, and deployment strategy. 

Speakers: 

Stephanie Liston, Chair of the Board, Jersey Competition Regulatory Authority & Chair, Digital Connectivity Forum 

Rajiv Datta, CEO, nexfibre 

Rebecca Molyneux, Deputy Director, Broadband Regulation and Investment, DSIT 

Katie Milligan, Chief Commercial Officer, Openreach 

Greg Mesch, Founder & CEO, CityFibre 

Daren Baythorpe, CEO, ITS 

Digital Britain: Connecting our nation (17:40) 

Discussing technology, policy, and innovation in the UK telecoms industry and what impact these can have on wider society. 

Speakers: 

Duncan Golestani , Correspondent, ITN 

Jaynesh Patel, Head of Telecoms and Spectrum Policy, techUK 

Ian Smith, Head of UKTIN, UKTIN 

Gareth Elliott, Director of Policy and Communications, Mobile UK 

Presentations and Updates: 

Mission Critical is Relative (09:10) 

Paul Alexander, Head of Cloud Infrastructure Business, Europe, Nokia 

Innovation and imagination: helping our industries lead the world (10:15) 

Dame Melanie Dawes, Chief Executive, Ofcom 

Diamond Sponsor presentation: ITS (12:40) 

Daren Baythorpe, CEO, ITS 

Enabling a Digitally Connected Society: How Cornerstone Connects the Four Corners of the UK (17:20) 

Jamie Hayes, Chief Sales and Commercial Officer, Cornerstone 

Connected Britain 2024 promises to be bigger and better than ever before. It’s not too late to join us! Last minute tickets are available here 

Four bits of news, both domestic and overseas, to catch up with: … [visit site to read more]

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News

EE are only the third carrier in the UK to rollout 5GSA, behind Vodafone and VMO2

EE has launched its new 5G standalone (5GSA) mobile network in 15 major UK cities, alongside a new Wi-Fi 7 Smart Hub Pro for home broadband users. The 5GSA network is designed to enhance mobile coverage and performance, while the Wi-Fi 7 hub provides faster, more reliable connectivity indoors.

The new 5GSA network, is now live in Bath, Belfast, Birmingham, Bradford, Bristol, Cardiff, Edinburgh, Glasgow, Hull, Leeds, Leicester, Liverpool, London, Manchester, and Sheffield. The plans offer improved outdoor coverage and is available through a new range of monthly plans. Built to support the growing number of AI-powered devices, the network provides faster speeds, lower latency, and enhanced reliability. A key feature of the 5GSA network is “Network Boost,” which improves performance in busy areas by allocating additional capacity to users on select plans.

“Today, EE is launching UK firsts in network capabilities designed to unleash the huge potential of a wave of AI powered devices. 5G standalone is a new mobile network giving enhanced performance to customers from day one and unlocks game-changing new services of the future. It’s been built to handle the growing range of AI-powered devices, from smartphones to laptops, tablets and more,” said EE CEO Marc Allera in a press release.

“Wi-Fi 7 for the home is another first for EE customers, giving households higher speeds and better capacity to support devices in every corner of their home. Together, these new technologies bring EE customers the best networks in and out of the home,” he continued.

EE’s new mobile plans also offer unlimited data options and include roaming allowances for the EU and select international destinations. Customers on premium plans will have access to Google One AI Premium tools, as well as services like Apple One, Netflix, and Xbox Game Pass Ultimate.

On the home broadband front, EE’s new Wi-Fi 7 Smart Hub Pro, developed with Qualcomm, delivers faster speeds, less interference, and better coverage. Full Fibre customers will benefit from gigabit speeds and a guaranteed 100Mbps connection in every room, with a money-back guarantee for dissatisfied users.

Join Marc Allera at next week’s Connected Britain, 11-12 September in London. Get last minute discounted tickets here!

Also in the news:
Coastguard’s emergency network gets an upgrade from Telent
AT&T fined nearly $1m over 911 failings
How will the CityFibre–Sky deal really affect BT?

Insight

by Jamie Hayes, Chief Sales and Commercial Officer, Cornerstone 

As I reflect on our journey leading up to Connected Britain 2024, it’s incredible to think that seamless, high-speed internet—once a luxury—is now becoming a fundamental right that fuels innovation and growth across the UK. I’m genuinely excited about Cornerstone’s role in enabling a digitally connected society across all Four Corners of the UK through our national platform. Our goal is to ensure that your connected world is always within reach. 

Having recently toured the Four Corners of the UK, I saw firsthand how Cornerstone’s work is not just addressing today’s connectivity needs but is truly shaping a brighter, more interconnected future for businesses and communities nationwide. Here’s a snippet of my personal observations of our work alongside other leaders and colleagues in the industry who also have a part to play in shaping the UK’s digital economy. 

England: Strengthening Local Connections
My 1305-mile tour began in the small seaside town of Littlehampton. Our partnership with Isthmian League semi-professionals Littlehampton Town Football Club is a poignant example of how connectivity can uplift local communities. Following a severe storm that damaged a Cornerstone mast at the football club, our response ensured that vital community events could continue without disruption. What started as an emergency repair transformed into a meaningful collaboration. We supported the club not only by restoring functionality but also by enabling digital payment solutions that streamline matchday transactions. This initiative has reinforced the club’s role as a community hub, enhancing local engagement and supporting the club’s growth. Littlehampton FC’s ability to maintain its community activities and embrace modern technology reflects our commitment to strengthening the local economy and fostering community development. We are a proud sponsor. 

Wales: Bridging Digital Gaps in Rural Areas
My next stop took me deep into the most remote parts of Wales. Here, our efforts have focused on bridging the digital divide in some of the country’s most isolated regions. In Carmarthenshire, we addressed a critical need for our customers Vodafone, VMO2 and Three, supporting them to bring the necessary and reliable connectivity in a rural area that had long struggled with getting online access for the everyday things we take for granted. By deploying advanced satellite backhaul and power generation technology, we’ve transformed access for residents and businesses across a 20km radius, unlocking new opportunities for economic activity and social inclusion. The impact has been profound—local businesses can now reach new markets, and residents enjoy improved access to services and social connections in an area prone to isolation and with high unemployment and mortality rates. Similarly, in Builth Wells we overcame steep terrain and regulatory challenges with innovative solutions. We collaborated with local stakeholders such as council representatives, farmers and residents, who helped us navigate the terrain, demonstrating our commitment to blending modern technology with respect for the region’s unique characteristics and needs. We know that nature and technology can and must co-exist. 

Scotland: Driving Digital Innovation in Glasgow
A short flight later, we found ourselves in the bustling, vibrant city of Glasgow. Our initiatives here are enhancing the city’s digital infrastructure with a focus on both technological advancement and environmental impact. Our collaboration with Vodafone, Arqiva, Cambridge University, and others has led to the deployment of smart water meters across the city, revolutionising water management with real-time data. This project not only enhances resource efficiency but also supports Glasgow’s sustainability goals. Additionally, our Air Quality Sensor Network, measures pollution particulates and their movement, providing valuable data to tackle urban air quality challenges. By working closely with Glasgow City Council, we are not just enhancing connectivity; we are helping Glasgow emerge as a leader in digital excellence and sustainability. Our efforts contribute to a healthier environment and demonstrate our commitment to integrating technology with environmental stewardship. 

Northern Ireland: Enhancing Connectivity in Torr
Our final stop was to the breathtaking coastal town of Torr, just outside Ballycastle in Northern Ireland. Here, we demonstrated firsthand how improved connectivity can invigorate local economies and tourism. Located along the stunning Causeway Coast Road, Torr faced significant challenges with limited mobile and broadband access, impacting tourism, local businesses and public services. By installing new 4G infrastructure, we’ve enabled our customers to address these issues, providing visitors, residents and businesses with reliable connectivity to support economic growth and enhance the tourism experience. Our integration of this technology with the region’s rich heritage required careful planning and collaboration with the Historic Environment Division to preserve historical sites, including a Cold War Navy listening station and ancient burial grounds. Our work ensures that Torr can benefit from modern connectivity while maintaining its unique historical context, an area of outstanding natural beauty. This project highlights our dedication to respecting and enhancing local heritage while advancing digital progress. 

A Vision for the Future
As we look to the future, Cornerstone remains committed to building and maintaining the digital infrastructure that will enable the UK to thrive in an increasingly connected world. Whether it’s supporting community spirit in Littlehampton, bringing connectivity to rural communities in Wales, pioneering air quality monitoring in Glasgow, or driving innovation in remote Torr, our mission is clear: at Cornerstone, your connected world is always within reach.  

Connected Britain is a celebration of the achievements of our industry, but from our position, with the largest digital infrastructure in the UK, we know that many people and places are still left behind—without the basic and necessary mobile services that so many rely on. Every day, we design, build, and finance new sites or upgrades across our digital estate. And every single day, we operate and look after our network of 15,700 sites to ensure reliability and resilience for our customers. 

More than any other provider in the UK, we are safeguarding the critical infrastructure of the mobile sector. But we still face challenges in some areas where we can’t yet celebrate, held back by the need for more pragmatic reform of town planning. This reform is essential to bring 4G and 5G to over 3,000 places where we’re eager to invest. It’s about more than connectivity—it’s about enabling job creation and driving digital inclusion. 

The stories I’ve shared today are a testament to the real impact our infrastructure has on communities across the UK. But we have much more to do, and my appeal is simple: we need to work collectively, across public and private partnerships, to create an effective framework for digital infrastructure planning, one that attracts investment and builds a country for growth. 

We’d love to continue this conversation. Please visit us at Exhibitor stand 97 or at the Tower Café during Connected Britain 2024 to explore these exciting developments. Our team looks forward to discussing how we can collaborate to build a more connected and prosperous society. 

At Cornerstone, your connected world is always within reach. 

Jamie 

—

About Cornerstone
As the UK’s leading mobile and digital infrastructure services provider, Cornerstone is set to play a pivotal role in Connected Britain 2024. With an impressive portfolio of approximately 15,700 sites across the UK, Cornerstone stands as a beacon of innovation and excellence in infrastructure deployment. Their commitment to advancing the UK’s digital economy aligns seamlessly with the theme of Connected Britain, which aims to explore and enhance the future of digital connectivity.  

News 

It is the world’s first legally binding AI treaty, and other countries, including the US and Australia, are invited to join 

This week, the Lord Chancellor Shabana Mahmood will sign a new international agreement to protect human rights, democracy, and the rule of law from potential risks posed by AI. 

The treaty, agreed by the Council of Europe, commits countries to work together to regulate AI and prevent its potential misuse. While AI offers benefits like improved productivity and analytics, it also poses risks, such as spreading misinformation or using biased data. The treaty ensures that nations monitor AI developments and manage the technology responsibly.  

Once ratified, it will strengthen existing UK laws and regulations on AI. 

The agreement has three principles: 

• Protection of human rights – ensuring personal data is handled appropriately, privacy is respected, and that AI systems do not discriminate. 

• Preservation of democracy – preventing AI from undermining public institutions and processes. 

• Upholding the rule of law – requiring countries to regulate AI-specific risks and protect citizens from potential harm. 

“Artificial Intelligence has the capacity to radically improve the responsiveness and effectiveness of public services, and turbocharge economic growth,” said Lord Chancellor and Justice Secretary Shabana Mahmood in a statement. “However, we must not let AI shape us – we must shape AI.” 

“This convention is a major step to ensuring that these new technologies can be harnessed without eroding our oldest values, like human rights and the rule of law,” Mahmood concluded. 

Peter Kyle, Secretary of State for Science, Innovation and Technology, echoed this sentiment and invited governments around the world to join the treaty 

“Once in force, [the treaty] will further enhance protections for human rights, rule of law and democracy, – strengthening our own domestic approach to the technology while furthering the global cause of safe, secure, and responsible AI,” he said. 

Join the conversation around AI in telecoms at next week’s Connected Britain, 11-12 September in London. Get last minute discounted tickets here! 

Also in the news:
Coastguard’s emergency network gets an upgrade from Telent
AT&T fined nearly $1m over 911 failings
How will the CityFibre–Sky deal really affect BT?