Building on its ongoing cloud transition with Amazon Web Services (AWS), BT Group is expanding this relationship with a new five-year strategic agreement that will deliver more agile, responsive, and customer-focused digital experiences. This agreement aligns with BT’s “Build, Connect, Accelerate” strategy and is designed to elevate BT’s customer solutions by modernising its technology from the inside out.
Transforming Technology to Transform Customer Experience
BT Group’s extension with AWS will push BT Group’s cloud journey forward from simple workload migration to cloud-native upgrades that customers will experience firsthand. Working with AWS Professional Services (ProServe), BT will shift its legacy systems into modern, customer-centric microservices. Developed in line with the TM Forum’s Open Digital Architecture (ODA), BT’s focus on cloud-native systems will enable faster innovation and more personalised, reliable customer experiences.
“This isn’t just a technology upgrade – it’s a customer promise,” said Tom Meakin, Chief Strategy and Change Officer at BT Group. “By modernising our systems with AWS, we’re creating the agility to respond to customer needs faster, deliver more reliable services, and introduce new features that make everyday interactions with BT simpler and more secure.”
How Customers Benefit
- Working with AWS enables BT to deliver more value to customers:
- Scalability: Services that grow with customer demand and are adaptable to changing business needs.
- Resilience: More reliable connectivity and service availability.
- Agility: Faster rollout of new features and improvements based on customer feedback.
- Cost Efficiency: Lower long-term operational costs.
- Security: Enhanced data protection and compliance, giving customers peace of mind.
“BT Group is putting customers at the centre of its continued cloud transformation,” said Jan Hofmeyr, VP, Telecommunications at AWS. “By working with AWS, BT is innovating faster, resolving issues more quickly, and delivering smarter, more secure services that better serve today’s digital-first consumers.”
A Smarter Network for a Smarter Future
BT’s new agreement with AWS marks a major leap forward for its business transformation. By adding AWS capabilities into its Mobile Network for both Core operations and its Radio Access Network (RAN), BT is laying the foundations for a distributed, AI-ready data platform that supports autonomous network operations. BT is also automating several operations processes in its Network Operations Centre (NOC) powered by AWS’s machine learning and Generative AI technologies. This is a critical step in BT’s journey toward a self-healing network—one that can anticipate, detect, and resolve issues in real time, dramatically improving resilience and customer experience.
“Our ambition is to build a network that thinks ahead – one that can fix itself before customers even notice a problem,” said Meakin. “We’re in the early stages of this process, but through our work with partners like AWS, we’re one step closer to making it a reality.”
This new agreement represents a bold transformation of how networks are run. By combining BT’s telecom leadership with AWS’s cloud and AI innovation, the two companies are redefining what’s possible in telecom: a more autonomous, reliable, and customer-centric future.
Real-World Improvements Already Underway
BT Group’s use of AWS will also support transformational work already in progress:
- Simplified Payments: BT is redesigning its customer payments system to make setting up and managing direct debits easier and more secure. With reusable, tokenised data across brands and channels, customers will experience less friction and more confidence in how their information is handled.
- Smarter Service Delivery: A new engineering workflow platform is streamlining how BT manages customer orders and field engineer visits. By integrating order tracking, task management, and subcontractor coordination into one interface, BT can deliver engineering operations faster and with greater accuracy.
