October 2020CIOAPPLICATIONS.COM8IN MY ViewVOICE TELECOMMUNICATIONS CHALLENGES AND LESSONS LEARNED DURING THE COVID-19 PANDEMICROBERT NOVO, SERVICE DELIVERY DIRECTOR, VOICE COMMUNICATIONS, AMERICAS, BT "We are living in unprecedented times." We've heard this so many times since the start of 2020 that it almost sounds cliché. However, the reality is that the COVID-19 pandemic has impacted everyone in many ways, and its effects will be felt for years to come. Telecommunications are an essential part of the global economy and vital in helping fight the disease. As part of the team that operates the largest voice telephony network in The UK and one of the largest globally, we provide a lifeline to millions of customers and service to hundreds of multi-national companies, supporting governments and industries including finance, travel, and healthcare. As COVID-19spreadsworldwide, we face unpredictable challenges to keep the voice network running while taking care of two of our most important assets, our people, and our customers. Let's examine some of the challenges and valuable lessons we have learned since the onset of the pandemic.· Keeping the network running ­ under normal circumstances, service continuity is challenging enough, requiring the diligent support of hundreds of experts. During a pandemic, the complexity increases exponentially, given precautions warranted to protect our staff and customers. For example, call center attendants will need to space themselves two meters apart, resulting in reductions of on-duty staff and/or reconfiguration of floor layouts to comply. Field technicians will also need to pace service calls to allow time to disinfect equipment and tools between customer visits or shift changes.· Supporting new growth demands­ As people adjust to the "new normal", we see increased reliance on telephony in order to stay connected with their friends, families, and contacts. Peak voice traffic has increased by over 75 percent. Just in the UK, we have carried 13 billion minutes and introduced over 160,000 interconnect ports to avoid congestion. Growth doesn't only apply to the existing customers and services but also requires accommodation for new needs related to the pandemic. For instance, Nightingale field hospitals were deployed in London, Birmingham, and Manchester, requiring "W
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