One NZ successfully set a new service delivery benchmark across the ANZ region today. The telecommunications leader deployed the cloud-native orchestration platform known as UiPath Maestro. This software solution unifies automation, AI agents, and human interaction into streamlined business processes. Remarkably, the platform cut complex mobile provisioning times from ten days to under ten minutes. The entire deployment took only five weeks to implement. It proves that companies can successfully update legacy-heavy operations at scale without costly infrastructure overhauls.
The original back-office system spanned Salesforce, Oracle, and multiple internal platforms. Fragmented handoffs and required offshore interventions previously stretched order cycles to four or five days. Manual processes also limited deep visibility across the customer order journey.
“One NZ is pursuing an ambitious goal to become the most AI-enabled telco on the planet by using AI and automation to improve customer experiences, increase operational agility, and empower employees,” said Summer Collins, Chief AI and Business Services Director, One NZ. “AI creates a connected intelligence layer across our business, enabling us to automate across our technology landscape and continuously improve how we serve our customers while maintaining the security, resilience, and scale our organization depends on. Our approach is AI-first, but human where it matters most. By embedding AI into the way we work, we can transform our organisation, increase efficiency, and unlock new opportunities, while giving our people more time to focus on the human moments that create the greatest value for our customers and communities.”
Modern AI Orchestration Over Disconnected Legacy Environments
The enterprise layer connects disconnected systems instead of replacing core infrastructure. AI agents now coordinate difficult tasks across separate systems. Concurrently, software robots execute automated processes within specific applications. This setup provides near real-time provisioning for enterprise customers. It also brings real-time visibility and control across old environments. Consequently, the company achieves faster issue resolution and sharper frontline training.
“One NZ clearly demonstrates how complex enterprises are built on a combination of modern and legacy technology. UiPath Maestro is the orchestration layer that brings it all together, accelerating transformation without the complexity and pain of ripping out what is working for them or forcibly modernizing what is already there,” said Ashley Boag, Chief Operating Officer, International Region, UiPath. “One NZ’s focus on transformation reflects a broader shift across the telecommunications sector and other sectors. As AI adoption grows, the leading companies won’t be those with the newest tech stacks; they’ll be the organizations that move fastest with the technology they already have. One NZ is demonstrating what that looks like in practice, orchestrating end-to-end processes to deliver AI-driven outcomes at enterprise scale while keeping people at the center.”
Following this launch, One NZ plans to expand the platform into other business-critical areas. Future projects will include finance, risk, fraud, and complex IT programs. Telecommunications providers are shifting away from automating simple, individual tasks. Companies are now choosing to orchestrate entire business processes end-to-end.
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News Source: Businesswire.com
