Navigating the stormy seas with an observability compass

Observability is vital for Indian telcos to overcome challenges, reduce downtime, and deliver seamless customer experiences in an evolving digital landscape

- ROHIT RAMANAND

India is the world’s second-largest telecommunications market, and over the next five years, the completion of the 5G rollout, rise in mobile phone penetration and decline in the cost of data will contribute to the addition of 500 million new Internet users in the country, creating opportunities for old and new players alike.

Along with a growing number of users, the ways we as a country work, live, and communicate are also undergoing large-scale changes that are redefining customer expectations for the industry. Rapid digital advancements are causing systematic changes to products and the broader ecosystem. For instance, the expansion of 5G technology is dramatically expanding and improving connectivity.

In a convenience-driven market like India, consumers expect to engage with telco providers seamlessly via their mobile devices. This mobile-first expectation requires organisations to provide an optimal digital customer experience and seamless connectivity.

ROADBLOCKS TO DELIVERING THE BEST CX

Delivering the best possible customer experiences is crucial to a successful business. In India, a lack of personalisation and localisation in online content is one roadblock to creating these experiences. According to the State of Observability for IT and Telco report, technology and telecommunications organisations had high-business-impact outages at a higher frequency than other business types, with 37% indicating that they experienced these outages at least once a week.