How Telecoms can improve CX with Cloud

Telcos have been enduring constant pressure as new tech-based communication providers have taken over their revenue streams and eroded their traditional market base. And although 2020 presented a golden opportunity for telecoms, it also expedited the advancement of AI, ML and IoT.

Facing substantial challenges from OTT services, ISPs, and tech disruptors, telecom companies must contend with industry upheaval; and also with the challenges to revenue streams due to emerging tech and dynamic customer expectations. Additionally, tardy customer response times contribute to customer dissatisfaction and a high churn rate.

In such times, leaders who move away from antiquated but stable ecosystems to embrace sustainable long-term growth-oriented ones will become more resilient and hence, successful. Customers tend to respond to leverage of emerging technologies positively since this enhances customer service and their experience. This is exactly what Telcos must focus on.