Rise Of Automated Customer Service

Telecom sector needs to adopt new approaches including a virtual call center to improve customer interface and increase service satisfaction levels

- Prakash Nagarajan

The current COVID-19 pandemic has brought to the front the importance of agile working and business continuity for enterprises. It has also reminded them that technology is imperative for businesses to function. While traditional enterprises faced grave difficulties due to COVID-19, the ones leveraging technology were relatively at ease.

Like many, the telecom industry took severe blows due to the lockdown and disrupted business that put employees and customers at considerable risk. Even now, the industry is working with limited staff causing a considerable impact on the customer support initiatives. In this scenario, technology is becoming an effective facilitator of organizational continuity. The sector is leveraging technology to automate business operations and ensure practical work from home prospects.

However, the telecom companies first need to secure reliable cloud infrastructure before rethinking customer service with automation. According to Transparency Market Research, the international cloud telephony market is projected to reach USD 4176.83 crore by 2026.

Augmenting customer service

Cloud technology is already playing a prominent role in streamlining operations for various industries. However, for the telecom sector, the reliance on cloud can be of even more significant strategic benefit. According to a survey, 66% of global contact centers are not using the cloud; however, they plan to facilitate the shift due to the pandemic.