The sustainable development of the global economy and society necessitates the integration of environmental and socially responsible management, known as ESG (environmental, social, and corporate governance). Despite growing recognition of ESG’s importance, the strategic management of ESG factors in Kazakhstan’s telecommunications industry remains underexplored. This study bridges this gap by analyzing Kazakh telecom’s ESG strategies from 2019 to 2021 through a cross-sectional design and semi-structured interviews with 12 industry experts. Utilizing the National Rating Agency (NRA) methodology, the research evaluates environmental, social, and governance variables. Key findings reveal that Kazakh telecom excels in “Climate Change” and “Human Capital Management” but needs significant improvements in “Environmental Impact” and “Society.” The study offers specific recommendations such as enhancing corporate volunteering, responsible marketing, service quality, and integrating sustainable practices. The primary contributions of this research include actionable insights for improving ESG strategies in telecommunications companies and advocating for more systematic and standardized ESG assessment approaches. This study expands the understanding of how ESG principles can enhance competitiveness and sustainable development in the telecommunications industry, providing valuable guidance for industry practitioners and policymakers. It offers insights into effective ESG implementation practices and highlights critical areas requiring attention to drive sustainable development in telecommunications.

Nowadays, customer service in telecommunications companies is often characterized by long waiting times and impersonal responses, leading to customer dissatisfaction, increased complaints, and higher operational costs. This study aims to optimize the customer service process through the implementation of a Generative AI Voicebot, developed using the SCRUMBAN methodology, which comprises seven phases: Objectives, To-Do Tasks, Analysis, Development, Testing, Deployment, and Completion. An experimental design was used with an experimental group and a control group, selecting a representative sample of 30 customer service processes for each evaluated indicator. The results showed a 34.72% reduction in the average time to resolve issues, a 33.12% decrease in service cancellation rates, and a 97% increase in customer satisfaction. The implications of this research suggest that the use of Generative AI In Voicebots can transform support strategies in service companies. In conclusion, the implementation of the Generative AI Voicebot has proven effective in significantly reducing resolution time and markedly increasing customer satisfaction. Future research is recommended to further explore the SCRUMBAN methodology and extend the use of Generative AI Voicebots in various business contexts.

Competition in the telecommunications market has significant benefits and impacts in various fields of society such as education, health and the economy. Therefore, it is key not only to monitor the behavior of the concentration of the telecommunications market but also to forecast it to guarantee an adequate level of competition. This work aims to forecast the Linda index of the telecommunications market based on an ARIMA time series model. To achieve this, we obtain data on traffic, revenue, and access from companies in the telecommunications market over a decade and use them to construct the Linda index. The Linda index allows us to measure the possible existence of oligopoly and the inequality between different market shares. The data is modeled through an ARIMA time series to finally predict the future values of the Linda index. The results show that the Colombian telecommunications market has a slight concentration that can affect the level of competition.

Digital transformation is a significant phenomenon that affects almost every business sector, particularly the telecommunications industry, which is closely intertwined with information technology. This study is grounded in McLuhan’s concept of technological determinism and Martin Heidegger’s philosophy of technology, which asserts that media and technology shape human thoughts and interactions, benefiting individuals, society, and culture alike. The primary objective of this research is to investigate the environmental factors that influence digital transformation and to assess its impact on the strategic renewal of a company. This research employs exploratory qualitative methods, collecting in-depth information through interviews with the respondents from Indonesia’s leading telecommunications operator who can provide comprehensive and contextual insights into digital transformation. The findings reveal specific environmental factors that drive digital transformation. The major identified components of strategic renewal include advancements in information technology, the role of human resources, and interactions with external parties, including customers and partners.

The telecommunications services market faces essential challenges in an increasingly flexible and customer-adaptable environment. Research has highlighted that the monopolization of the spectrum by one operator reduces competition and negatively impacts users and the general dynamics of the sector. This article aims to present a proposal to predict the number of users, the level of traffic, and the operators’ income in the telecommunications market using artificial intelligence. Deep Learning (DL) is implemented through a Long-Short Term Memory (LSTM) as a prediction technique. The database used corresponds to the users, revenues, and traffic of 15 network operators obtained from the Communications Regulation Commission of the Republic of Colombia. The ability of LSTMs to handle temporal sequences, long-term dependencies, adaptability to changes, and complex data management makes them an excellent strategy for predicting and forecasting the telecom market. Various works involve LSTM and telecommunications. However, many questions remain in prediction. Various strategies can be proposed, and continued research should focus on providing cognitive engines to address further challenges. MATLAB is used for the design and subsequent implementation. The low Root Mean Squared Error (RMSE) values and the acceptable levels of Mean Absolute Percentage Error (MAPE), especially in an environment characterized by high variability in the number of users, support the conclusion that the implemented model exhibits excellent performance in terms of precision in the prediction process in both open-loop and closed-loop.

This study investigated the relationship between telecommunications development, trade openness and economic growth in South Africa. It determined explicitly if telecommunications development and trade openness directly impact economic growth or whether telecommunications strengthen or weaken the link between trade openness and economic growth using the ARDL bounds test methodology. The findings reveal that both telecommunications development indicators and trade openness significantly and positively impact South Africa’s GDP in the short and long terms. The study also found that control variables like internet usage and gross fixed capital formation significantly and positively influence GDP. Conversely, inflation was found to consistently affect GDP negatively and significantly. The findings from the ARDL cointegration analysis affirm a long-run economic relationship between the independent variables and GDP. The study also established that telecommunications development slightly distorts trade in the foreign trade-GDP nexus in South Africa. Despite this, the negative interaction effect is not substantial enough to overshadow the positive impact of trade openness on economic growth. From a policy perspective, the study recommends that South African policymakers prioritise enhancing local goods’ competitiveness in global markets and reducing trade barriers. It also advocates for improving the accessibility and affordability of telecommunications technologies to foster economic development.