The Telco industries are subject to profound change with pressure from creating shareholder value amidst the need for globalization, convergence and consolidation while meeting the advancement of technology which is reshaping the industry. E-business and direct services are opening up the Telcos to previously unseen competition and newfound consumer power, driving up the need for improved service, reduction in costs and a dynamic approach to new service and consumer initiatives.

Leading Telco companies have used simulation solutions to undertake strategic business "what if" analyses to brainstorm new ideas and to reduce the risk inherent in introducing radical change in the business. Every conceivable business process can be modeled. Some of the activities in with simulation has been involved include; customer contact/call centre modeling to optimize the call handling and resourcing, additionally modelling the total operation from front line to the back office functions such as fulfilment. Disaster Recovery Planning to determine alternative contingency plans in the event that the unthinkable should happen.