Category: Customer Engagement

The Complexities of an Omnichannel Consumer Experience

Customers remain loyal to brands that can deliver a consistent and personalized omnichannel experience. In fact, a 2021 report outlined that 59% of consumers would prefer communicating with a brand that facilitated seamless communication across channels. However, delivering such an experience is easier said than done for enterprises. A host of challenges hinder this delivery. Let’s profoundly discuss those and understand how they can be addressed.

The Challenge of Delivering an Excellent Omnichannel Experience

Back in 2017, the Harvard Business Review published a famous study of 46,000 shoppers. The study outlined how 73% of the shoppers leveraged multiple channels throughout their shopping journey. These shoppers were labeled as “omnichannel customers.”

Today, an omnichannel customer experience for enterprises is about seamlessly accommodating the customer journey across various channels. Each touchpoint effectively promises a point of sale.

At its core, an omnichannel strategy enables brands to get a 360-degree view of their customers and focus on resolving their problems and queries.

However, in the competitive telecom market, it’s becoming difficult for service providers to meet customer expectations. Here’s a rundown of the main challenges they face when dealing with omnichannel consumers:

Channel Integration

Channel integration in the context of an omnichannel engagement approach is fairly complex. Enterprises need to integrate all the communication channels and the systems accommodating them. For instance, they must integrate the website chatbot with the product recommendation system. But this is easier said than done because enterprises often find it difficult to:

  • Remove and replace legacy systems that haven’t been designed with omnichannel capabilities in mind.
  • Reduce data silos cropping up due to inter-departmental and software system fragmentation.
  • Bring technical resources onboard that can help design, implement, and improve technological framework supporting omnichannel engagement.
  • Manage the security concerns associated with the exchange of sensitive customer data between channels and enterprise systems.

What enterprises need is an API-first approach, a unified communications platform, cross-channel analytics, etc. These can help create synergy between channels for efficient customer experience management. Notably, implementation of such solutions requires thorough assessment of vendors.

Customer Self-Servicing

Along with an omnichannel experience, consumers expect self-service options. While businesses realize the need to set up a framework to accommodate self-service, they still fall short of expectations. As per McKinsey’s 2022 survey, around 77% of respondents had built digital care platforms. However, only 10% of those platforms were scalable and fully adopted by customers. In fact, only 20% of the platforms were highly integrated.

Without a concrete technology framework, most telecom providers would struggle to provide self-servicing options to consumers. Of course, AI-powered customer communication solutions can help address this problem. But for their implementation as well, brands need a well-thought-out strategy.

Customer Expectations

The telecom industry still suffers from a high customer churn rate, owing to customers repeatedly switching operators. This increases costs on the acquisition end and a loss of referrals. That’s never a good sight.

Providing excellent service to omnichannel consumers is challenging in the absence of a robust technological framework. With immense competition in the space, it’s essential that businesses:

  • Constantly monitor satisfaction scores using KPIs relevant to specific engagement channels.
  • Invest in modern infrastructure, software solutions, and skilled personnel.
  • Aim towards getting a unified view of customers to personalize services and resolve issues before they escalate.
  • Communicate honestly about service disruptions, pricing changes, and other critical matters directly linked with customer engagement.
How CPaaS Is the Best Solution for Omnichannel-Related Challenges

Telecom companies need a more coherent approach to implementing an omnichannel strategy. As consumers expect an omnichannel experience, telecom companies are best served by adopting cloud technologies like Communications Platform-as-a-Service (or CPaaS). With CPaaS, they can leverage the benefits of a real-time communication platform. This platform can help realize improved customer experience, cost reduction, and more profound customer engagement.

Here are some of the CPaaS features that make it the best solution to address omnichannel-related challenges in the telecom sector:

Seamless Integration

With CPaaS, companies can easily integrate customer communication with existing third-party applications or services like CRM. With an integrated CRM system, they can improve customer service, improve lead management, and track customer conversions.

Customizable Solution

CPaaS platforms are easy to customize according to the business needs. With customizable APIs and SDKs, developers can integrate call functionalities into their applications. They can do this by using core programming or low-code development tools.

Artificial Intelligence (AI)

CPaaS platforms (powered by AI) can deliver high-quality communication while minimizing network latency. Besides, AI-related capabilities like facial recognition, text-to-speech conversion, and analytics can further drive customer engagement.

Campaign Management

With CPaaS, telecom companies can create and customize marketing campaigns for their target customer base. Furthermore, they can track and monitor real-time campaign performance specific to each relevant channel.

The Way Forward

With the emergence of omnichannel consumers, telecom companies have a massive opportunity to improve engagement at every touchpoint. However, this requires them to overcome the various challenges discussed above.

Favorably, with the cloud-powered CPaaS platform, telecom companies can help realize a unified and integrated customer experience across various channels. CPaaS platforms also add relevance and context to customer conversations over their preferred channels.

At Globe Teleservices, we offer the cloud-powered CPaaS platform as a customer engagement solution for telecom companies. From CRM integration to chatbots, it houses capabilities to streamline customer engagement across operational channels.

Interested in learning more about how it can transform the omnichannel experience? Get in touch today!

 

Top Trends, Influences, and Technologies Driving Telecom Product Development

Today, almost every business can find at least one telecom product within their digital ecosystem. From voice call-enabled services to SMS authentication, they help companies elevate their digital experience significantly.

But, it’s noteworthy that the need for a communications solution has transformed over the years. To understand the trends driving telecom product development, it’s essential to granularly understand this evolved need.

Why Are the Demands From a Telecom Product Different Today from the Past?

Earlier, telecom companies were only seen from the perspective of a network provider building and maintaining the communication hardware. But fast forward to today, telecom companies are strategic partners. They enable businesses of all sizes to scale and succeed with their digital aspirations. In essence, they create the connectivity infrastructure needed to effectively exchange data and information in a digital environment.

Consumers today expect digital-first experiences for almost all their needs, from shopping to healthcare. As businesses expand, telecom products are at the forefront of driving meaningful connections between businesses and consumers.

Areas like customer onboarding, customer experience enhancement, security and authentication, etc. have been transformed significantly courtesy of modern telecom product development initiatives.

It is certain that at least one of the apps you use daily on your smartphone leverages an OTP mechanism via an SMS or a missed call. A telecom product realizes either of these authentication mechanisms. Similarly, there are several capabilities that a telecom product offers to businesses for managing their digital channels.

So, What Drives Telecom Product Development Today?

As we have seen, a telecom product serves as a fundamental building block of modern digital experiences for several businesses. Therefore, development initiatives should ideally incorporate the key traits that define digital experiences.

Let us explore the top four trends that telecom product development initiatives must make special note of:

Seamless Customer Experience

Studies show that 32% of customers would leave a brand after just one poor experience. While building a telecom product, the core ideology that powers every workflow should be to provide a great customer experience. This can be achieved by using customer centricity as a core element of every development initiative.

Speed of Services

Speed is a critical element of customer experience, but it deserves a special mention from a telecom perspective. Today, customers value time more than anything else. Studies show that customer loyalty will improve by over 2.4 times if their problems are solved quickly.

In that light, processes like user onboarding should not take too much time. They often rely on telecom solutions for KYC authentication and user validation. When such products are built, speed should be a major development criterion.

By using solutions that provide easy authentication and faster enablement of Digital KYC processes, businesses can accelerate their customer journey rapidly.

Secure Experiences

We have seen how seamless and fast customer experiences make for great traits in a product development initiative. Alongside them, security is another characteristic that can’t be ignored. As more digital services become enabled and managed through telecom services, it is critical to eliminate any vulnerabilities.

However, preventing fraud will be a major challenge for businesses as they seek to plug leaking revenue and protect customer interests. Therefore, products with anti-fraud intelligence and fraud prevention workflows will be key.

Continuous Innovation

Consumers love innovation in technology that serves them great experiences. This is probably why AI and machine learning have become so mainstream today. For telecom product development, the situation is no different.

Businesses would leverage telecom solutions that can accommodate innovative capabilities in the future. For this, they need to be built with inherent support for AI, ML, IoT, big data analytics, etc. This would allow businesses to build newer customer service innovations by leveraging the underlying telecom framework.

AI-powered customer interactions in the form of chatbots, fraud detection with AI, etc., are just some of the possibilities they can explore.

Wrapping Up

Telecom product development initiatives cannot be judged as a simple endeavor anymore. They hold strategic importance in pushing businesses to achieve better ROI from their digital investments. As such, selecting a solution would require end-to-end analysis of possibilities and potential it can unlock for a business.

Implementing a trusted communication solution for your business is vital, given that critical customer aspects like fraud prevention are on the line. This is where Globe Teleservices can make a huge difference. Our range of trusted solutions has been built to incorporate the latest market trends and innovations. They can undoubtedly propel your digital channels to new heights. Get in touch with us to know more.

 

The Top 6 Telecom Challenges for Enterprises Working Across National Boundaries

‘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!

The Data Domain – Why Modern Telecom Companies Need Data Products

With advancements in 5G technology and the increasing use of smartphones, telecom companies are looking to the future with renewed hope. The global shift to remote working has further contributed to the growth of the industry, with reports suggesting the global telecom market to reach $3.4 trillion by 2025. While this growth is encouraging – and seems sustainable – it also brings about its own challenges, like causing a massive amount of data to flow through telecom networks.

The Data Imperative in the Telecom Industry

Like businesses across other sectors, telecom companies are also increasingly relying on data to run their business and enhance profitability. They need to harness the power hidden in their data to provide elevated customer experiences, an emerging and ever-present challenge for telecom companies. Telecom companies are also waking up to the need to expand their service offerings beyond merely providing communication services. They recognize that they must make the most of the customer data at their disposal to enable a new generation of revenue opportunities by becoming digital service providers.

So, why do telcos need to capitalize on growing volumes of data?

Let’s look at all the things data helps telecom companies achieve:

  • Optimize networks: Live data analysis can enable telecom companies to get insight into performance issues and take steps to proactively resolve them. Active network data monitoring helps optimize network potential, reduce congestion, and achieve strategic goals amid increasing scale and complexity.
  • Enhance customer experience: Active data monitoring enables telecom companies to identify when and where to expand capacity for enhanced customer experience.
  • Improve security: Constant data analysis enables telecom companies to identify security gaps and loopholes, enabling prompt action to prevent fraud and theft.
  • Enable and ensure compliance: With the telecom sector exposed to regular scrutiny, the right approach to data can also aid companies in highlighting compliance gaps and bottlenecks. This can help them make the right decisions and adhere to growing regulations in a rapidly-changing environment.

But if companies want to act on this data, they need to find a way to rapidly store, process, and extract useful insights from the available data and use them to make critical business decisions like how to personalize offerings to drive customer engagement, retention, and loyalty. And the best way to do this is by investing in the right data products.

What This Means for Telecom Companies

Leveraging data to make intelligent business decisions and driving the business to the pinnacle of success is on every telco’s mind. But wanting to make the most of data is not just about adopting generic big data analytics solutions. Telecom companies have to relook at their existing tech stack and invest in data products that have been curated keeping the precise nuances of the sector in mind.

Designing and implementing forward-thinking telecommunication solutions can enable companies to exploit data-driven technology products that keep business needs at the centre of development. By uncovering detailed insights into every aspect of the business, telcos can deliver with speed, respond with agility, and drive competitive advantage. For instance, the right data products can enable telecom companies to gain insights into network capacity, effectively planning for trunk and route management.

They can also identify fraudulent activities in the network like revenue share fraud, roaming fraud, robocalling, VoIP & SIP fraud, and more.

Telecom-specific data products ensure seamless integration with the existing business ecosystem helping companies achieve the best results.

How To Build the Right Data Products

Despite various market tools, standard solutions can’t address the telecom industry’s unique challenges effectively due to its specific requirements.

To overcome issues around cybersecurity, network congestion, and complex operational processes, companies need highly tailored data products that can cater to telecom-specific needs. These solutions leverage human intelligence with Artificial Intelligence (AI) to enable enterprises to streamline tasks across fraud detection, network congestion, and revenue assurance.

If you want to build such products, you need to:

  • Make the most of AI-based analytical frameworks to boost confidence in the application of data-driven actions and avoid human errors.
  • Invest in the right skillsets across different profiles to develop and deploy robust data analytics programs using a low-code AI orchestration workbench.
  • Look at ways to complement existing technology systems and implement scalable solutions to optimize ROI.
  • Utilize human intelligence in tandem with AI to improve real-time monitoring, making it adaptable to future changes in business variables.

The experts at our group company GTS Tech Labs have been curating highly-tailored data products for the telecom industry. An example is the advanced product – Grentor, enabling network providers to access real-time data and gain insights on revenue reconciliation, fraud, telecom traffic, and more. It delivers interactive dashboards allowing companies to identify frauds in the network. It can also be used to track and analyze consumers, monitor network usage, and uncover ways to drive better customer experiences.

Final Thoughts

As telecommunication companies experience unprecedented growth, there is a lot they can achieve by building the right data products. By combining AI with human intelligence and low-code technologies, telcos can get all the insights they need to make the right business decisions.

It’s time to invest in the right data products today to predict your peak network usage periods, uncover ways to reduce congestion, improve demand forecasting, plan for extra capacity, and constantly act on live data to drive profitability and prevent customer churn.

Talk to us to understand the next steps in how to go about doing so.

The Future of Customer Experience in the Telecom Industry

Customer experience has emerged as a defining factor in business success, shaped by the trailblazing efforts of digital giants like Amazon, Apple, Netflix, and Uber. These industry disruptors have set new standards with their seamless and personalized interactions, raising customer expectations to new heights.

A recent survey revealed that 72% of customers  switch brands because of poor customer experience (CX). Likewise, a 2022 survey found that 86% of customers will turn to competitors against the brand they trust after just two instances of poor CX.

The telecom industry isn’t a lot different when it comes to the need to deliver excellent CX. A study revealed that 70% of customersconsider customer experience as a pivotal factor in choosing a telecoms provider. This emphasizes the telecom sector’s urgent need to prioritize investments in customer experience and put it at the center of the business strategy.

To embrace the future, telcos must undertake comprehensive transformations that place customers at the core of their operations.

Latest Trends in Customer Experience in the Telecom Sector

“Mobile networks will be up to 100 times faster and have 1,000 times the capacity than we experience today,” outlines PwC while emphasizing the prominence of the 5G networks. For sure, the growth in the telecom sector is being underpinned by rapid technological evolution. But what impact can these changes and trends have on the consumer experience that telecoms facilitate? Let’s discuss.

Increased Focus on End-to-End Customer Experience Improvement

For successful end-to-end customer experience transformation in telecom, evaluating both short-term and long-term benefits is vital. It’s also important to refine commercial models. When we talk about “commercial models,” we’re looking at the metrics that telcos usually use for defining the success of their initiatives. These might include metrics such as weighted average cost of capital (WACC).

However, the trend now is to focus more on the customer experience aspect of things. The telecom sector is poised to make advancements in predictive capabilities for ensuring proactive issue resolution, personalized customer interactions, and overall higher ROI.

But for this to happen, there needs to be a shift in how telcos view their success. If they quantify it against the traditional metrics, they might miss out on the long-term value that customer focused initiatives can accrue.

AI for Customer Service

Telecom companies are adopting AI-powered chatbots to automatically address customer queries and issues, freeing human agents for complex tasks. For instance, an AI-driven virtual assistant can handle billing, service plans, and technical support questions. No surprise that the global AI in telecommunications market is projected to reach $19.17 billion by 2029, growing at a CAGR of 40.6% between 2023 and 2029.

Telcos must also pioneer the application of Natural Language Processing (NLP) and voice-based customer care solutions to nurture more contextual interactions. This is certainly possible today, especially with generative AI solutions coming to the fore. The AI mix can help telcos deliver unparalleled customer service — all while catering to regions in their local languages and accommodating a very high frequency of requests.

This also paves the way for opportunities to adhere to the omnichannel shift. Today, customers demand consistent service across channels. With the help of data analytics and AI, telcos can ensure smooth transitions between channels while maintaining customer context. The result? Better personalization, increased loyalty, improved CX.

AI for Network Optimization

According to Nokia, networks will become exceptionally complex with the advent of 5G, growing by a whopping 73% in the next five years.

Favorably, implementing AI-powered self-optimizing networks (SONs) enables automatic network quality optimization based on traffic data, region, and time zone. This optimization based on AI technology can refine network resources and reduce operational costs.

Utilizing AI/ML in IoT for improving network performance, maintaining service levels, and protecting data privacy is also gaining momentum. AI algorithms can also analyze vast network data to:

  • Provide real-time insights into performance and issue resolution
  • Enhance network reliability and customer satisfaction
The 5G-Led Experiences

By 2025, 5G networks are projected to serve one-third of the world’s population. 5G promises to deliver much faster speeds, lower latency, and increased bandwidth than previous generations of cellular networks. This paves the way for reliable connections and spells the advent of more connected and personalized experiences.

To succeed in the 5G era, telecom providers need to be cognizant of the value of the entire distribution channel, Business Support System (BSS) platforms, etc. Collaborating with startups, technology companies, Communications Service Providers (CSPs), etc., can help curate innovative 5G product offerings for better CX.

How Can Telecom Providers Prepare for This Future?

The telecom sector is undergoing a major transformation, and customer expectations are rising. To stay competitive, telecom providers need to prepare for this future by:

Powering Data Analytics Initiatives

Data analytics is essential for telecom providers to understand their consumer needs. By collecting and analyzing data, telecom providers can identify trends, patterns, and insights that can be used to improve the CX. For example, data analytics can be used to:

  • Identify customer pain points: By understanding customers’ challenges, telecom providers can develop solutions to improve their experience. For example, customers may have complaints about network coverage. The data analytics team can use historical call records to identify areas with poor network strength.
  • Optimize network performance: By analyzing data about network usage, telecoms can identify areas where the network can be optimized to improve performance.
  • Personalize the customer experience: McKinsey’s research outlines that organizations that excel at personalizing CX generate 40% higher revenue. However, the consulting giant also mentions how only 5% of telcos capably unlock the potential of data-driven personalization. It’s imperative that telecom providers monetize their data assets to ensure this percentage goes up. After all, their personalization initiatives can help retain customers, build loyalty, and improve CX.
Partnering with a Telecom Solutions Provider

The future of customer experience in the telecom industry is bright, but it requires telecom providers to embrace the latest trends and partner with a telecom solutions provider that can help them implement the requisite technologies.

For example, at GlobeTeleservices, we help telecom companies implement anti-fraud solutions and drive seamless connectivity with uninterrupted voice solutions. We further help telcos realize higher ROIs via the use of the cloud. The idea is to help telecom companies deliver a superior CX and alleviate challenges related to service disruptions. Contact us to learn more about how we can help.

 

Balancing Cost and QoS in International Calls

The advent of high-speed 5G internet presents both challenges and opportunities for global telecom players. In an increasingly competitive market, telecom players are emphasising customer retention more than acquiring new customers. This has put the focus on the importance of Quality of Service (QoS) in international voice communication for enterprises.

High-speed communication in the form of voice, video, and multimedia requires telecom providers to guarantee a consistent level of QoS for their customers. After all, call quality has a direct impact on customer experience (CX). Majority of the consumers view CX as a major factor when selecting their telecom service provider. They are even willing to spend more for an exceptional CX. On the flip side, however, they can be proactive in switching brands after a poor experience.

That brings us to the question – what are the current challenges facing telecom providers in improving their QoS?

Let’s discuss them in the following section.

5 QoS Challenges in International Communication

Despite the advancement in business communication, voice-based communication is still relevant for customer-centric enterprises.

Here are 5 QoS-related challenges associated with international communication:

1. Real-Time Call Monitoring

As a business practice, real-time call monitoring enables organizations to improve call quality as well as measure the efficiency of customer response. For instance, call monitoring in customer support teams is used to ensure quality assurance and train new customer support executives.

Additionally, with real-time call monitoring, organisations can leverage speech analytics to improve the customer experience. However, the challenge lies in implementing a cost-efficient call monitoring solution for overall business success.

2. Fraud Detection

Fraud calls or phone spam is another major challenge in the voice communication domain. In 2022, scam victims in Singapore were duped of S$660.7 million (up from S$632 million in 2021).

In recent years, voice-based phishing (or vishing) has been deployed by cybercriminals to extract sensitive information from the victims. According to a report, in March 2022, organizations experienced the highest number of vishing attacks ever recorded, surpassing the previous record set in September 2021. Vishing is also directed at enterprises and their employees to obtain vital account-related information.

3. Integrating Multiple Communication Channels

For effective customer retention, organizations need to maintain consistency across different communication channels and touchpoints. Besides voice communication, today’s customers have access to other communication channels, including email, chat, social media, and more.

To that end, organizations need to efficiently integrate and coordinate their customer communication channels. Through proper integration, they can ensure consistent CX and avoid any duplication. By leveraging data-driven insights from these channels, enterprises can also improve their communication strategy and personalize customer interactions.

4. High Latency

A January 2021 survey found that business leaders prioritise call latency over speed. 9 out of every 10 business executives believe that business success depends more on low latency.

High call latency can easily impact call quality, thus frustrating both consumers and business executives. More profoundly, it can cause delays in voice communication and adversely impact customer experience.

To improve latency-related challenges, organizations must consider the following measures:

  • Upgrading their existing call infrastructure and communication devices
  • Improving their call routing system
  • Choosing the right telecom service provider
5. Cost Management

The latest telecom statistics stress that 77% of consumers believe a phone call is the best way to get answers to their queries. Also, 65% of consumers prefer to contact a business by phone.

With the increasing adoption of voice communication tools, companies are incurring more costs with their legacy communication equipment and tools.

Here are some of the cost-related challenges that enterprises face:

  • Upgrading and replacing their communication equipment and hardware devices
  • Increased time and money spent by enterprises in addressing customer concerns and queries
  • A shortage of skilled communication specialists adds to an organization’s hiring and training costs
How Can We Help in Balancing Cost and QoS in International Calls

Even with the proliferation of other digital communication channels, voice communication tools remain relevant for customer-facing enterprises. The challenge for enterprises is to balance their QoS with the cost factor.

Globe Teleservices  has designed and implemented international  voice communications  for businesses across the globe. Our voice-based solutions have enabled our customers to centralize their customer communication, integrate with multiple channels, and optimize voice calls anywhere in the world.

Our integrated voice platform offers multiple business benefits, including:

  • Cost-effectiveness – with affordable international calls at optimum call quality
  • Quality assurance – driven by global partnerships and dynamic call routing capabilities
  • Anti-fraud management – achieved by the use of business intelligence (BI) for monitoring network traffic
  • Dynamic routing and analytics – with low-cost best quality routing (LCBQR) services for both telecom retailers and operators

Are you looking for a cost-effective mode to improve the quality of service in international calls? Let us help you.  Get in touch with us today!

The Modern Technologies Coming Together to Elevate Customer Experience in The Telecom Sector

Delivering products and services to the customers of today in a way that best suits them has become a top priority of today’s telecom C-suite. But as customer journeys become increasingly complex and expectations surge, enhancing customer experiences is no longer straightforward.

Read on to know why customer experience has become so crucial and the role technologies play in driving better engagement.

Customer experience has become a competitive differentiator for the telecom sector

In this customer-centric era, enterprises are increasingly recognizing that their businesses must prioritize customer needs.

Customer loyalty is no longer dependent on brand value, product capabilities, or low prices as much as it is on quality of service. As the telecom industry evolves with new trends, norms, and standards, customer experience has become a crucial factor for telecom success.

With users increasingly working from home, they demand high uptime, reliability, and availability of networks. They are quick to change operators if they are not satisfied with the quality or level of service offered. Catering to customer needs offers telecom providers opportunities to meet expectations, deliver services promptly, and preempt challenges affecting customer satisfaction.

Building cutting-edge telecom products, optimizing services, and providing positive customer experiences enable telcos to enhance customer loyalty. A good customer experience also ensures significant economic and strategic advantages for telecom providers. They open doors to better cross-sell and upsell opportunities while introducing new streams of revenue for the business. In the long run, a good customer experience translates into happier customers, better margins, and a stronger market position.

But there are many challenges telecom providers encounter along the way 

A high-quality customer experience guarantees better customer loyalty and retention. But for telecom providers, continuously acclimatizing to new and higher expectations from users streaming their favorite TV series on online streaming platforms isn’t easy. With any time, anywhere access and connectivity becoming a requisite, there are many challenges telecom providers encounter along the way:

  • Addressing security challenges: With telecom customers extremely susceptible to modern-day frauds and attacks, the many shortcomings in enterprise data security initiatives put customer experience at risk. As social engineering threats become increasingly prevalent, the absence of robust fraud detection solutions makes addressing security concerns a huge challenge.
  • Driving omnichannel consistency: Another challenge telecom providers face in enhancing customer experience is enabling and sustaining omnichannel consistency. With telecom customers using an array of channels for collaboration, work, and entertainment purposes, it becomes difficult to achieve faster, safer, and smarter communication.
  • Meeting regulatory requirements: The inability of telecom providers to meet evolving regulatory and compliance requirements also impacts the customer experience in the long run. Lack of authentication or tracking makes it difficult to prevent regulatory oversights during communications. At the same time, telcos face a tough time identifying unethical practices by telemarketers and/or recording their activities.
How modern technologies come together to make the customer experience better

New technologies facilitate seamless and consistent telecom customer journeys, allowing for personalized experiences and interactions across multiple channels.

Let’s look at 5 such technologies that can enable telcos to increase agility and provide the intuitive experiences that their customers have become accustomed to:

  1. Automation: Automation offers several ways to boost omnichannel engagement and customer experience. Automating error-prone, mundane, and repetitive tasks can enable telecom providers to focus on strategic initiatives that improve customer acquisition and loyalty rates. From streamlining and tracking conversions to automating customer responses – technology works wonders to remove friction points and nurture relationships. In a February 2022 survey of global marketers, 43% cited improved customer experience as the top advantage of marketing automation.
  2. Data analytics: Data analytics can play a huge role in personalizing customer experiences. According to a report, 90% of executives worldwide leverage data analytics to enhance their customer experience. In-depth customer analytics across social media interactions, past behavior, and current sentiments can enable telecom providers to identify the latest trends and expectations. By knowing what customers love, analytics can empower telcos to build the right products, offer the right services, and craft the right experiences. In the long run, this can help enhance customer lifecycle journeys for the best upselling and cross-selling experiences.
  3. Digital document processing: The use of digital technologies for document processing can streamline the customer onboarding process. Instead of manually entering customer details into digital systems, telecom providers can make use of processing systems to feed and process customer information. This can enable quicker and more accurate information retrieval from customer forms. Intelligent character and pattern recognition using machine learning can further make the customer onboarding process smart, effective, and error-free.
  4. Security: Embracing security solutions that are powerful without being intrusive will also go a long way in enhancing customer satisfaction. With the right security controls in place, providers can address evolving security challenges while keeping their voice channel and messaging environments secure. For instance, state-of-the-art fraud detection and analytics systems allow telecom providers to validate numbers, route calls, and prevent unauthorized access to sensitive data. This can also help them protect their network subscribers, proactively track frauds, and eliminate threats in time.
  5. Blockchain: Blockchain technology is a great way for telcos to authenticate and track events to prevent regulatory oversights during communications. The technology can be used to identify telemarketers and record their activity across channels. Blockchain can also make audits simple and allow for real-time consent management – thus scrubbing unsolicited commercial communications (UCC) across messaging networks.

For telecom providers, engaging and seamless customer experiences provide the greatest potential to increase profits. If you want to shape the modern telecom landscape, you must integrate technology into your business operations and build the right foundation of quality, efficiency, and security.

This is Who We Are – A Glimpse of the Culture That Drives GTS!

132 months

573 weeks

4015 days

96360 hours

That’s 11 years of working together and achieving excellence. The Globe Teleservices (GTS) team achieved this milestone in February 2023. This has largely been possible due to the continued efforts and faith of our employees, customers, and business partners.

As a solution provider for the telecom industry, we have served our customers with the best telecom and voice communication products over the years. Besides our technical expertise, our organizational culture is what drives innovation and keeps us together.

Here’s a glimpse into the working culture that is driving the business success of GTS.

4 Qualities That Make GTS Successful

At Globe Teleservices, we believe in the mantra that “communication is the key driver of an enterprise’s growth.” Over the last 11 years, we have also followed this mantra for our organizational success.

Here are 4 qualities that have set us apart – and ahead – of other telecom solution providers:

1. Strong Leadership Skills

At GTS, we are blessed with a forward-thinking leadership team that brings a mix of creativity, passion, and technical prowess to building our future. Our leadership team loves to work with employees and create the next generation of business leaders.

With nearly 9 years of service, Pallavi Kudtarkar has been the face of women empowerment at GTS. As the executive director, Pallavi believes that “Success is a journey and not a destination.”

Our Chief Business Officer (CBO), Sudip Chatterjee, recently posted that “a product does not make a solution, a solution makes a product.”

These are some of the leadership beliefs and mantras making a difference to all our stakeholders be it  our employees, investors, customers, or online communities.

2. Diversity, Equality & Inclusion

At GTS, we pride ourselves in celebrating different cultures and a different employee mindset, which delivers creativity to our work. Our business leaders work closely with the human resource team in nurturing diverse skills and creating an all-inclusive work environment – where everyone is empowered to express their thoughts.

Be it Diwali, Thanksgiving, or any cultural festival, we celebrate every occasion with the entire workforce. Through our collective engagement, we ensure there is no “boring” day in the GTS workplace.

As the executive director, Pallavi has personally “committed to being equitable and just in all her actions.” She believes that “women are the catalyst of change in society, and it’s important to create a future where everyone can succeed and thrive.”

3. Creative Workspace

We believe that organizations must have a creative and energetic workspace to provide the best products and services to their clients. Besides celebrating different cultures, we engage our employees in team-building activities that promote mutual trust and collaboration. Be it at any location, we have designed our workspaces for:

  • Creative ideas
  • Effective brainstorming sessions
  • Problem-solving meetings

At GTS, we also believe that healthy employees can contribute to a creative workspace. Every year, we conduct pre-health check-ups to ensure that our employees are in the best shape. Through our annual sports event, we encourage our employees to get physically active and strong by participation.

4. Awards & Recognition

As part of our healthy working culture, we believe in recognizing the efforts of our top performers and innovators. Every month, we identify and reward the “Employee of the Month” for their hard work and creativity. We also hand out a special “Star Performer of the Year” to a special employee.

As Pallavi puts it explicitly, “something can always be better, and nothing is ever complete.” We use awards and recognition to encourage our employees to improve and promote healthy competition – without any work stress.

Besides employee awards, GTS also participates in various telecom events and webinars that highlight the latest industry and technology trends. Through these events, our executives interact with leading industry professionals from across the globe.

Conclusion

Through this blog, we have provided a small “glimpse” into the organizational culture at Globe Teleservices that has been integral to our continued success for the last 11 years. We have looked at some of the organizational qualities that have kept us at the forefront of telecom solutions.

Partnering with us means that you’re working with the pioneers of smart communications. Our technical team can closely work with you on realising success with your next-gen telecom solution. Interested in learning more? Get in touch with our experts today!

A Modern Vision of an Enterprise Communication System on the Cloud

Over the years, enterprise communication tools have constantly evolved in both form and technology. During the COVID-19 pandemic, organizations quickly embraced the cloud platform for their communication and collaboration needs. In fact, in the year 2020, 61% of businesses migrated to the cloud and have since not looked back.

As it stands, the global market for cloud communication tools will grow to $22.4 billion by 2028, up from $4.63 billion in 2021.

But what’s driving the growing adoption of cloud communication today?

Notably, after reaching 1 billion subscriptions in 2022, 5G technology is expected to boost cloud communication. Also, Gartner predicts that AI-powered chatbots will emerge as the primary channel for customer service by 2027.

At the same time, it’s noteworthy that organizations face various challenges with their existing communication infrastructure. Let’s discuss them and outline the benefits of an enterprise communication system on the cloud.

Current Challenges in Enterprise Communication

Effective enterprise communication can either make or break the business. It can improve work-related productivity among employees, increasing efficiency and profitability.

Here are some existing challenges that are currently hindering enterprise communication:

1. Non-Standardised Communication Strategy

Companies without a standardized communication strategy are unable to address questions such as:

  • How should communication flow between employees at the same level?
  • How should company updates be delivered to employees – internal calls or official emails?

Large enterprises require a strategic approach to communication between the leadership team and employees.

2. Outdated Technology

Businesses often adapt slowly to the latest technologies in their communication strategy. This, again, poses numerous challenges, such as low employee engagement and inefficient sharing of real-time business information.

As enterprises switch to the remote working model, they cannot sustain their business using outdated communication tools and technologies. For instance, companies use email tools as the primary mode of enterprise communication. While they work great for external customer communication, they’re not so effective for internal communication.

3. Overload of Information

Information overload is among the leading challenges facing enterprise communication. To improve employee engagement, organisations must regularly inform their workforce about important business decisions and policies. However, this can also lead to unnecessary information overload in the form of unread emails and information that is not relevant to their work.

Additionally, constant team meetings or emails can impact the workforce’s time and productivity.

4. Organisational Silos

Organisational silos (or poor cross-functional collaboration) are another communication-related challenge for most enterprises. Effectively, this means organisations have multiple functions that fail to share information with other departments. Lack of cross-functional communication can ultimately lead to customer complaints and loss of revenue.

How does cloud communication address these challenges? Let’s discuss.

Benefits of Cloud Communication Systems

A cloud-based communication system is the best solution for enterprises looking for business agility and cost-effective communication with customers and employees.

Here are some of the cloud communication capabilities that can benefit enterprises of all sizes:

1. Designed for Remote Working

The future of the workplace is no longer restrained to any location. For organizations adopting the “work-from-home” model, work doesn’t take place within any office or cubicle. With cloud communication tools like internet phones, instant chats, and video conferencing, the geographical location of users does not matter anymore. For example, a cloud-powered VoIP system can facilitate communication with its plugin functionality.

2. Centralised Communication System

Organizations waste both time and productivity working with disparate communication tools that are not easy to learn. On cloud platforms, organizations can build a single centralized system that can reduce wasted time and efficiency. Safe to say, employees have a streamlined experience with a single communication platform, which can also boost their engagement and productivity.

3. Unified Communication Across Platforms

Enterprise-level companies need to communicate using more than voice. For example, communication platforms can include video-calling, voice connectivity, and text messaging. Cloud communication enables unified communication by integrating all these capabilities as a single service.

4. Streamlined Communication Between Departments

Using cloud-based tools, organizations can now streamline collaboration between departments or business functions. This effectively eliminates silos and encourages information sharing. For example, the cloud-powered UCaaS application serves all communication needs by tracking conversations and collaboration among bigger teams.

The Way Forward with Cloud Connect

Effective communication is the cornerstone of realising business success in any industry domain. To this effect, outdated communication tools are among the leading challenges facing business enterprises.

As a telecom solution provider, Globe Teleservices (or GTS) has developed Cloud Connect — a smart communication tool for enterprise customers. With this solution, organizations can set up a “virtual” office space in any remote location across the globe. Some of our cloud-powered products include local number service, mobile-based local number service, and unified communication.

Looking to implement the next-generation enterprise communication system on the cloud? Get in touch with our experts today!

 

The Essential Qualities To Look For in a Top-Notch Interconnects Provider

The market for global high-speed interconnects is estimated to reach $39.14 million by the end of 2023, increasing at a CAGR of 9% over the forecast period.

As most in the telecom business know, these interlinks are tangible connections, cables, and interfaces that allow information and data to flow seamlessly within complicated systems. They act as vital linkages between numerous components and devices, allowing communication, data transfer, and messages. Their importance arises from their capacity to maintain continuous connectivity, excellent performance, and dependable operation inside complex systems, as international telecom networks undeniably are.

A poorly constructed structure can cause a variety of problems that will plague your system from start to finish, so you want to make sure you’re picking the best provider out there.

This article discovers what qualities you should look for while selecting an interconnects provider:

The report rates the various solution providers across over 30 KPIs. Over the past decade, Rocco has adopted a market research approach based on:

Cost-Effectiveness

The best way of assessing the cost-effectiveness of your provider is to examine their value proposition. Consider the track record of the solutions, the warranty terms, and any additional services or support offered. Even though the cost may be slightly greater, a top-tier provider will offer interconnects that deliver long-term value and deep reliability.

While the overall cost is crucial, it is also critical to guarantee that the connections facilitated fulfil the requisite quality, dependability, and durability standards. When analysing overall cost efficiency, consider the total cost of ownership, which includes considerations such as upkeep, alternate options, and downtime support. For example, at Globe Teleservices, we provide our customers with premium assistance in making economical international calls without sacrificing call quality and overall performance.

Experience, Specialization, and Global Presence

Choosing a top-tier interconnects provider should include taking into account their years of industry experience. A long-standing presence illustrates a provider’s capacity to adapt to new technology and industry demands. It demonstrates their ability to overcome obstacles, build expertise, and sustain their firm over time.

Also, be sure to examine their track record by looking through case studies or success stories that demonstrate their experience in the industry. Next, look for a company that specialises in connectivity solutions for the telecom industry. This specialization demonstrates their in-depth knowledge in connecting technology and, therefore, the likelihood that they will be able to offer an effective solution.

Of course, consider whether they have a presence in international markets, such as Africa, Asia, Europe, and America, alongside their interconnects with global telecom providers. Overall, choose providers that have been at it for a while, as this means they have learned how to overcome the difficulties of this industry.

For this, look for client testimonials, reviews, or references to determine how they are regarded for customer satisfaction. Positive feedback demonstrates their dedication to quality and customer service.

Emphasis on Security

It is critical to evaluate the adherence to quality standards when selecting a top-tier telecom company. They must reflect their dedication to sustaining high-quality communication and standards across their whole operation.

Of course, different industries have their own set of criteria and regulations that interconnects must follow. The provider should show full awareness of these needs, as well as a track record of satisfying industry-specific standards.

When evaluating the quality of their services, be sure to ask these questions:

  • Do they ensure low latency for voice calls for better call quality?
  • What’s their approach to ensure the best high-quality international routes?
  • Do their solutions facilitate live quality assurance?

When it comes to the concept of “quality”, the company should ensure uninterrupted high-quality communication.

Support

They should be knowledgeable about the products they provide to be able to provide expert guidance and assistance. Whether it’s helping with product selection, troubleshooting problems, or making recommendations, the provider’s technical professionals should be accessible and dependable resources.

In concrete terms, evaluate the provider based on these questions:

  • Do they provide 24/7 NOC support?
  • How easily reachable are they?
  • What’s their response time for support requests?
  • Do they provide any aid for diagnostic and troubleshooting?
  • Do their support staff provide product training?
  • What level of technical support is facilitated?
Wrapping Up

The best service providers should not only offer top-notch solutions, but should also have a presence in international markets, adhere to security standards, provide 24/7 support, and ensure quality communication.

At Globe Teleservices, we provide our customers with the best-derived rates and help them enhance international voice communications. Learn more about our smart voice solutions here.

 

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