The outbreak of the Covid 19 pandemic has changed the way industry’s function. Businesses now operate through digital tools and use different communication channels. Therefore, they expect better solutions from service providers. This is why telecommunication and internet services like Spectrum cable internet Plans have had to step up their game very fast. They have come up with innovative solutions to ensure business continuity in these challenging times.
A number of productivity-focused trends have emerged in the telecom sector. And as the delta variant continues to cause a surge in Covid cases, one can expect these to transform the telecom industry. Here are some trends that are expected to dominate the telecom industry in the future.
#1. Features for Smooth Remote Workflow
Due to the pandemic, organizations around the world had to adopt the remote work model. But for it to be successful, effective communication is a must. This is why cloud-based telecom players are introducing smart features to improve internal collaboration. Tags, call comments, and shared call logs are some features that can help ensure friction-free collaboration and smooth workflow.
Similarly, business telephony is adding new features to support activity tracking and work supervision. Call monitoring solutions with features like discreet listening, performance analysis and real-time dashboards can make cloud-based phone systems more useful for businesses.
#2. 5G Network
As the dependency on mobile devices is increasing, the efficacy of wireless networks is becoming all the more important. This is why major telecom companies are investing in 5G technology. 5G networks allow the fastest data transmission by providing low latency and high speeds. The education, healthcare, and transportation sectors are already benefiting from 5G network. The telecommunication sector is in the works to develop innovative ways to use 5G in their services. This would allow them to bring their customers the most effective network in the best possible way.
#3. Artificial Intelligence
Al-based tools are in use in almost every industry today, and telecom is no exception. However, in 2022 and beyond, it is expected to have a stronger presence in cloud-based telephony. Telecom companies are making a lot of investments in automated customer service and Al has a significant role to play in this. Besides, customer interactions, the near future would also see the use of Al tools in areas such as predictive maintenance and network optimization. Conversational Al platforms, chatbots, and virtual assistance will significantly help business telephony in reinventing their customer relationships.
Having said that, businesses will find ways to strike a balance between Al and human interactions in order to enhance the customer experience. By identifying the aspects that Al tools are capable of managing, telecom companies would have more time for their core functions.
#4. Big Data Analytics
The telecom service providers are moving to the cloud to deliver seamless communications through IoT-connected devices. Therefore, the amount of data these devices create and collect will increase significantly. This is turn would allow telecom companies to have more data to analyze in order to optimize their performance, devise new strategies, and improve customer service. The companies would also focus on developing technologies and solutions that would support their networks to carry/transfer huge amounts of data smoothly.
#5. Call Deflection
People today prefer to use digital channels for communication purposes. But that does not mean the phone experience is becoming less popular. One of the biggest challenges for telecom service providers today is to find ways to merge the phone experience with the digital experience. They are hence focusing to address this challenge through features like call deflection.
It is the option to redirect a phone call to digital channels in the most seamless way. It will help reduce the waiting time as well as call traffic thereby allowing an improved customer experience.
#6. Digital Security
Since telecom companies are moving to the cloud, they are focussing a great deal on cybersecurity. During the pandemic, hackers were able to get hold of thousands of Zoom passwords. This has caused telecom solution providers to take cybersecurity measures very seriously. They are investing in advanced tools to ensure a safe environment for their customers.
#7. Business Lines on Mobile Phones
The work-from-home concept has urged organizations to rethink the use of smartphones. Earlier people were using separate phones for work and personal use. But today, they prefer to use one phone for both purposes.
Because of this, telecom companies have started to offer business lines for cell phones. This means that you can add a second number for business or work on your personal mobile with an app. Your business calls, contacts, and text messages will all remain separate from your personal details. So you do not need to give out your personal information or keep another phone.