‘Global operations’ is no longer an uncommon dream for companies but an absolute reality across the business world. And we can safely say that communication technology has been a major facilitator of this boundaryless marketplace. The telecom sector plays a key role in helping enterprises build global teams and serve their client base across geographies.
Operating globally opens up more opportunities to serve customers and access expansive talent pools. However, staying competitive can become challenging without the support of robust telecommunications systems that enable collaboration and empower communications.
Some of the key telecom challenges for enterprises that operate across national boundaries are:
1. Routing and Interconnection Challenges
Global business operations need smart voice connectivity across all geographies, as communication keeps all business departments in sync. However, this can become a challenge for enterprises. That’s because different countries mean different telecom operators. Businesses need access to top-notch routing services and interconnects to these operators.
International Virtual Numbers (IVNs) and International Toll-Free numbers also become non-negotiable here. They are facilitators of good customer service and deliver a local experience to customers for such enterprises.
All in all, the challenge arises in integrating voice solutions with multiple channels and ensuring smooth communications. Enterprises must enable customers and employees to make calls from anywhere to any location worldwide. That’s what drives competitiveness.
As such, they need the support of telecommunications voice solutions that provide:
- Origin-based dynamic routing
- Number handling
- Low-Cost Best Quality Routing (LCBQR) services
2. Latency and Call Quality
The days of choppy call quality are thankfully behind us. Seamless, clear, crisp connectivity now drives business outcomes. Low latency in voice calls is, in fact, a business imperative for smooth communication. It drives collaboration and customer experiences in a global world.
While latency between 20 to 150 ms can be barely noticeable, anything in the range of 150 to 300 ms can impact and diminish call quality. There can be noticeable lags and interruptions. Overcrowded networks are often one of the main contributors to such latency.
Therefore, enterprises need reliable international voice solutions. These must provide international coverage and enable easier, faster, and low-latency connections.
3. Challenging Fraud Landscape
Call quality and performance cannot come at the expense of high costs or poor security. As the telecom fraud landscape becomes more sophisticated, enterprises need robust fraud prevention strategies.
They need to build capabilities to prevent fraudulent phone calls, interconnect scams, and international outbound attempts. Further, they have to ensure that the connectivity and performance of their telecommunications assets are not compromised.
4. Real-Time Analytics
Real-time analytics of telecom traffic and the use of new technologies are now becoming imperative for enterprises. This is especially true for those businesses with operations across national borders.
Technologies such as AI and ML are essential to detect fraudulent traffic activities in real-time using pattern analysis. Using intelligent profiling techniques, can also help enterprises take a more proactive stand in risk identification and fraud prevention.
5. High Costs
The cost of international calls can cause a significant dent in the company’s bottom line. With voice call rates increasing globally, enterprises with global operations must look at optimizing cost opportunities.
The telecom sector is constantly evolving, and along with call charges, interconnect charges are also increasing in several geographies. Besides, the sector across the globe offers different floor prices when it comes to floor traffic. This means that the cost of completing a single call can differ across locations and cause a significant dent in the profits.
Identifying cost optimization strategies is crucial for enterprises to contain costs while driving connectivity. The role of voice solutions increases here as they offer enterprises the capability to:
- Make affordable international calls
- Optimize costs associated with voice calling
- Prevent the compromise on call quality or performance
6. Driving Customer Experience
Businesses today are competing on their capability to deliver exceptional customer experiences. One of the key factors influencing customer experience is the enterprises’ ability to deliver contextual and localized experiences. As such, they need to not only tailor product experiences but also deliver local experiences.
From the telecommunications standpoint, enterprises can do this by having local numbers that customers can dial to speak to company personnel. They can leverage telecom solutions to:
- Keep up with on-demand customer requirements
- Capably redirect calls to appropriate agents who can deliver the localized experience using intelligent IVR
Cloud-based omnichannel customer engagement solutions like CPaaS+ can further help in:
- Engaging with customers over their preferred channels
- Facilitating hyper-relevant and contextual interactions
All these capabilities influence business outcomes as they help enterprises:
- Resolve issues faster
- Deliver better customer experiences
- Improve customer loyalty rates
The Bottom Line
Enterprises need the support of telecommunications solutions to build high-quality and long-lasting relationships with their customers. To that end, robust, comprehensive, and integrated voice platforms are essential for enhanced call quality and performance.
The right platform can offer the advanced interoperability that businesses need today. It can map out the best traffic routes while providing affordable and cost-effective intercarrier fees.
Apart from this, unified routing, advanced forecasting, in-depth analytics, and live quality assurance are also critical. These capabilities empower enterprises to remain competitive and profitable in a complex and global business landscape.
Interested in learning more about such telecommunications offerings and how they can help your business? Book a strategy call with our experts today!
