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Harnessing AI in CPaaS: The Telco Advantage in the Digital Era

In the rapidly advancing tech landscape, few innovations have made as significant an impact as the integration of Artificial Intelligence (AI) into Communications Platforms as a Service (CPaaS). Amidst a sea of industry jargon and trends, the synergy between AI and CPaaS stands out for its benefits across various sectors. AI in telecom is transforming business communications, enhancing customer engagement with personalized interactions to improved fraud detection.

The AI technology market is projected to expand significantly, potentially surpassing $1.8 trillion by 2030.

Here’s how businesses can leverage AI within CPaaS to elevate their communication strategies and drive growth:

1. Machine Learning: Adapting for Efficiency

Machine Learning (ML) is a crucial component of AI in CPaaS, enabling systems to learn from data and adapt to evolving communication patterns. By continuously analyzing interaction data, these algorithms fine-tune their responses, leading to optimized interactions and increased operational efficiency. The benefits include improved customer retention, lower operational costs, and a shift from reactive to proactive service models.

2. Natural Language Processing (NLP): Enhancing Human-Like Interaction

Natural Language Processing (NLP) elevates CPaaS by helping the platform understand and generate human language effectively. NLP allows systems to interpret text and voice communications, grasping context, sentiment, and intent. This capability is essential for automating and personalizing customer service, breaking down language barriers, and boosting user engagement. Companies utilizing NLP can provide more intuitive and responsive customer experiences, broadening their market reach.

3. Conversational AI: Continuous, Natural Interaction

Conversational AI is central to Conversational Commerce, facilitating seamless, ongoing customer interactions across digital channels. By combining NLP and machine learning, Conversational AI systems deliver accurate responses, learn from interactions, and integrate smoothly across platforms. The advantages include reduced overhead costs, increased availability, and improved customer satisfaction. Adopting conversational AI enables businesses to improve customer engagement and conversion rates, making it a vital tool for modern CPaaS providers.

4. Bots: Automating Customer Service

AI-driven bots—such as chatbots, voice bots, and video bots—are transforming customer service by automating complex interactions and ensuring 24/7 availability. These bots adapt to user preferences and handle growing interaction volumes without additional human resources. For CPaaS providers, offering sophisticated bot solutions can significantly cut response times and reduce operational costs.

5. Intent Analysis: Insight into Customer Needs

Sentiment and Intent Analysis empowers CPaaS platforms to understand the emotional tone and intentions behind customer communications. By examining text and speech, these AI tools provide valuable insights into customer needs, allowing businesses to tailor their responses and address issues proactively. Integrating sentiment and intent analysis can greatly enhance customer service strategies, leading to better retention and satisfaction.

6. Recommendation Engines: Personalizing User Engagement

Recommendation Engines leverage AI to analyze user behaviors and preferences, offering personalized content, products, or services. This customization enhances user engagement across CPaaS applications, from marketing messages to service offerings. Integrating recommendation engines allows platforms to deliver customized experiences that improve user satisfaction and conversion rates.

Conclusion: Gaining a Competitive Edge with AI

The integration of AI into CPaaS platforms represents a significant advancement in business communication. From machine learning’s optimization to predictive engagement’s proactive approach, AI provides a range of tools that enhance operational efficiency, customer satisfaction, and strategic insight. As AI technology evolves, staying current with these innovations is crucial for CPaaS providers aiming to excel in a competitive digital environment. Embracing AI is not just a strategic choice—it’s essential for driving future growth and innovation.

At Globe Teleservices, we are at the forefront of this transformation, harnessing AI to address key challenges and enhance customer experiences. Contact us to discover how our advanced, AI-powered CPaaS+ solution can give enterprises a competitive edge.

Unveiling the Disruptive Impact: How Flash Calling Undermines Telecom Revenue

Missed calls have long been used informally as a signaling method by users. However, their adoption by enterprises as an authentication tool on Android phones has telecom providers concerned about revenue loss. A flash call is a quick missed call used for mobile number authentication, especially during app installations. The mechanics are straightforward: when a user initiates an action requiring verification, such as logging into an account or completing a transaction, a call is automatically placed to their registered phone number. The call typically rings once or twice before disconnecting, and no conversation takes place. The system then verifies the user based on the phone number called, confirming the user’s access to the associated phone. This method leverages the telecommunication infrastructure to provide a quick and cost-effective way to verify identity without requiring manual code entry.

The recent increase in international calling and messaging rates due to immigration has led businesses to opt for alternative authentication methods, resulting in a substantial rise in the volume of flash calls. As these calls offer a convenient and cost-effective solution for authentication, they have become a popular choice among businesses. However, the telecom industry struggles with the rising issue of flash calls, and regulatory bodies have yet to address these concerns comprehensively.

Rising Popularity Among the Users

Flash calls are gaining popularity among consumers due to their convenience and efficiency.

It is expected to reach 128 billion calls globally by 2026, as per Juniper Research. Unlike traditional methods of verification, such as SMS-based one-time passwords (OTPs), flash calls eliminate the need for users to manually enter codes, streamlining the authentication process. This makes it particularly appealing for users who want a quick and seamless experience. Additionally, flash calls are generally more cost-effective for businesses, as they utilize the existing telecommunication infrastructure without incurring SMS charges. This cost-efficiency can be passed on to consumers, potentially leading to lower service costs. Moreover, flash calls enhance security by reducing the risk of interception or phishing attacks associated with SMS OTPs. As a result, more users are turning to this method for a hassle-free and secure verification process.

The Impact on Telecom Operators

While flash calls offer a convenient and cost-effective solution for consumers and businesses, they can impose hidden costs on telecom providers. These costs arise primarily from the increased volume of signaling traffic generated by flash calls, which can strain network resources. Unlike traditional calls that involve a complete call setup and teardown process, flash calls create a surge in signaling traffic without generating corresponding revenue from call charges. This imbalance can lead to network congestion, impacting overall service quality and potentially requiring telecom providers to invest in additional infrastructure to handle the increased load. Additionally, flash calls may lead to an increased incidence of missed call alerts and associated customer service queries, further adding to operational costs. As the popularity of flash calls rises, telecom providers must address these challenges to maintain network performance and customer satisfaction.

Strategies for Combating Flash Calls

To mitigate revenue loss and foster sustainable growth in the face of the emerging challenge posed by flash calls, telecom operators can adopt several strategies:

Invest in Network Optimization: Telecom operators should invest in advanced network optimization technologies to manage the increased signaling traffic caused by flash calls. Implementing intelligent network traffic management systems can help balance the load and prevent congestion, ensuring that service quality remains high without incurring excessive operational costs.
Introduce Flash Call Detection and Billing: Developing systems to accurately detect and categorize flash calls can enable telecom operators to introduce billing models specifically for these calls. By charging businesses for the flash call authentication service, operators can create a new revenue stream that offsets the costs associated with increased signaling traffic.
Enhance Fraud Detection and Prevention: Strengthening fraud detection mechanisms can help telecom operators identify and block unauthorized or malicious flash call activities. By leveraging advanced analytics and machine learning, operators can proactively safeguard their networks and minimize revenue losses due to fraudulent activities.
Expand Value-Added Services: Telecom operators can expand their portfolio of value-added services by offering comprehensive authentication solutions that go beyond flash calls. Integrating biometric verification, app-based authentication, and multi-factor authentication services can provide businesses with a robust and versatile authentication suite, generating additional revenue streams.
Collaborate with Businesses: Establishing partnerships with businesses that rely on flash call verification can create mutually beneficial opportunities. Telecom operators can offer tailored authentication packages, including volume-based pricing or subscription models, encouraging businesses to adopt these services while ensuring a steady revenue flow for the operators.

By implementing these strategies, telecom operators can effectively address the challenges posed by flash calls, mitigate revenue loss, and pave the way for sustainable growth in the evolving telecommunications landscape.

In addition to these strategies, operators can monetize and secure their revenue amidst the increasing use of flash calls by adopting advanced solutions like Globe Teleservices’ flash call blocking service. This innovative solution helps detect and block unauthorized flash calls, protecting network integrity and reducing fraudulent activities.

Contact us to discover how our approach is enabling operators to remain competitive and profitable in the face of this emerging challenge, providing a robust framework for continued growth and customer satisfaction.

Artificial Intelligence – Driving Growth in Telecom

The telecom industry is undergoing a transformative shift with the advent of cutting-edge technologies such as Artificial Intelligence (AI). AI is revolutionizing various aspects of telecommunications, from network optimization and customer service to fraud detection and predictive maintenance. By leveraging AI’s capabilities, telecom operators can enhance operational efficiency, deliver personalized customer experiences, and anticipate network issues before they escalate.

As per Juniper Research, the AI technology market is predicted to reach and go over 1.8 trillion U.S. dollars by 2030.

AI and its power to overcome challenges in the telecom industry

Artificial Intelligence (AI) is increasingly becoming a vital tool for addressing various challenges in the telecom industry. Here’s how AI can tackle some of the key challenges:

1. Fraud Detection

Challenge: Telecom operators face significant revenue loss due to fraudulent activities such as SIM card cloning and account takeovers.

How AI Can Help: AI systems detect unusual patterns and anomalies in network traffic, identifying potential fraudulent activities in real-time. By reporting suspicious behavior, AI helps prevent security breaches and lower financial losses.

2. Customer Churn

Challenge: High customer churn rates can affect revenue and growth, especially when customers leave due to service dissatisfaction or better offers from competitors.

How AI Can Help: AI models analyze customer behavior, usage patterns, and service issues to predict which customers are likely to churn. By identifying the risks, operators can implement strategies and personalized offers to retain customers.

3. Customer Service

Challenge: Providing timely and effective customer support can be challenging due to high volumes of inquiries and the complexity of issues.

How AI Can Help: AI-powered chatbots and virtual assistants handle routine customer inquiries, provide troubleshooting support, and escalate complex issues to human agents when necessary. This can improve the response times and reduce operational costs to enhance customer satisfaction.

4. Network Planning and Optimization

Challenge: Designing and planning network expansions involves examining various scenarios and predicting their impacts, which can be complex and time-consuming.

How AI Can Help: AI tools simulate different network configurations and analyze their potential impacts. This data-driven approach helps telecom operators make informed decisions about infrastructure investments, optimize network design, and plan expansions more effectively.

5. Data Management

Challenge: Managing large volumes of data generated by telecom operations can be overwhelming.

How AI Can Help: AI tools process and analyze massive datasets quickly and efficiently. This enables telecom operators to gain actionable insights, make data-driven decisions, and enhance overall operational efficiency.

6. Personalized Marketing

Challenge: Developing targeted marketing strategies and offers can be difficult without a clear understanding of customer preferences.

How AI Can Help: AI analyzes customer data to understand preferences and behavior, enabling telecom operators to deliver personalized marketing messages, offers, and recommendations. This approach increases engagement, improves conversion rates, and drives customer loyalty.

In conclusion, AI-enabled solutions have the potential to revolutionize the telecom industry by addressing complex challenges and driving substantial improvements across operations. By leveraging AI for network optimization, predictive maintenance, fraud detection, and customer service, operators and enterprises can significantly enhance efficiency, reduce costs, and deliver superior customer experiences.

Globe Teleservices stands at the forefront of this technological transformation, offering a suite of advanced AI-driven solutions designed to address these industry needs. From predictive analytics and real-time network monitoring to intelligent fraud prevention and personalized customer interactions, Globe Teleservices empowers telecom operators to meet the demands of today’s digital landscape.

The Rise of Flash Calling: What does it mean for the MNOs?

In our digital world, almost everything is accessible with a few clicks. Whether you’re shopping online, making payments, or logging into your favorite online services, an OTP (One Time Password) requested via SMS is often the key to completing your transaction. However, the adoption of flash calls for authentication has rapidly become the preferred choice for enterprises, posing challenges for telecom operators in the industry.

What is a Flash Call?

Flash calling is a seamless authentication method that verifies identity without requiring any specific action from the end-user. When a user starts a two-factor authentication (2FA) process, a activation code is delivered by a flash call. Unlike traditional methods that require manually inputting a code or responding to a prompt, a flash call is automatically initiated to the user’s phone.

How Does Flash Calling Work?

When a phone application initiates the authentication process, it enters a state of ‘monitoring’, awaiting a call. The incoming voice call has a specific Caller Line Identification (CLI), where the last 4-6 digits serve as the required activation code. Typically, the code is acknowledged, and the call is seen as a missed call in the device, requiring no manual intervention.

This method is more user-friendly and cost-effective than other authentication methods. As the market sees widespread A2P SMS price increases, flash calls offer a budget-friendly alternative for enterprises and service providers.

Impact of Flash Calls on MNOs

While flash calls benefit businesses and users, it is a source of worry for all Mobile Network Operators (MNOs). Flash calls utilize their infrastructure but, unlike SMS or calls, do not generate revenue. This shift is significant, as Juniper Research predicts that telecom operators will lose $1.3 billion to undetected flash calls between 2023 and 2027.

How can MNOs Address Flash Calls?

To monetize flash call traffic, MNOs need to act swiftly. They can either:

Block flash calls altogether
Embrace them as a revenue stream

To manage flash calls in real-time, introducing voice firewalls is crucial. These not only detect flash call traffic but also prevent fraudulent activities like robocalling and grey routing of A2P SMS traffic. Firewalls safeguard the revenues and also protect the subscribers from other frauds, such as Wangiri.

Juniper Research predicts that over 90% of flash calling traffic will go undetected by network operators in 2023. However, this figure is expected to drop to 45% by 2026 due to the increasing implementation of firewall solutions.

Finding the Right Partner

Finding the right firewall solution provider is essential for MNOs looking to monetize flash calls and harness new revenue sources. This enables the identification and blocking of flash calling numbers within the network, while also safeguarding end-users from various frauds associated with them.

Gain control over the flash calls in your network and monetize them with Globe Teleservices’ next-gen firewall solution, Armour. Its AI/ML capabilities allow MNOs to monitor, analyze, identify such calls, protect their revenues and deliver superior customer experiences.

Top Challenges Faced by MNOs When Adopting A2P Messaging

The mobile network operator (MNO) landscape is rapidly evolving, driven by declining profit margins in the retail business. This has caused them to explore new revenue opportunities such as the rising use of A2P (Application-to-Person) messaging for customer communication.

This blog explores the current market situation, the rise of A2P messaging due to increasing mobile penetration and the challenges faced by operators when monetizing this opportunity.

A2P Market – The Current Trajectory

This growth is driven by the widespread penetration of mobile devices globally and the increasing demand for secure, instantaneous communication channels. According to Statista, the global A2P market is projected to reach a revenue of USD 77.76 billion by 2027.

Several key factors fuel this market growth. First, the rising number of smartphone users is transforming how businesses engage with their subscribers. A2P messaging enables businesses to send quick, direct messages, such as reminders, deals, and purchase updates, straight to consumers.

Additionally, the proliferation of wearable technology keeps end-users constantly connected to their mobile devices, frequently checking texts and calls. This connectivity has prompted businesses to actively use text messages for customer communications.

Key Trends Influencing the Enterprise A2P SMS Market

Rising Demand for Customer Engagement Solutions

Enterprises are leveraging A2P SMS to enhance customer engagement, using personalized and timely messages to build stronger relationships, drive brand loyalty, and improve customer satisfaction.

Adoption of Rich Communication Services (RCS)

RCS is an advanced messaging protocol offering interactive media, branding elements, and enhanced security. It provides richer communication channels, making it an attractive option for enterprises looking to engage customers more effectively.

As per Juniper Research, about 50% of mobile users will be RCS capable by this year.

Integration with Chatbots and AI Technologies

The integration of A2P SMS with chatbots and AI is gaining traction, enabling automated and intelligent responses to customer queries. This advancement significantly improves the efficiency and effectiveness of customer support services.

Focus on Transactional Messaging

Text messages are used for transactional messaging, such as account notifications, payment confirmations, and delivery updates. Its reliability and immediacy make it ideal for delivering critical information to customers.

Growth in Mobile Payments and Banking

The expansion of mobile payments and banking services has fuelled its demand in the financial sector. It is widely used for transactional messaging, including account notifications, OTP (one-time password) delivery, and fraud alerts.

Challenges Faced by MNOs While Monetizing A2P Revenues

1. Protecting the SMS Channel

Vulnerability to Fraud

While SMS is a trusted communication channel, it is susceptible to fraudulent activity. MNOs must implement measures to prevent revenue leakage from messages routed through gray routes and protect end customers from phishing attacks.

Ensuring Secure End-to-End Delivery

MNOs must safeguard their network and customers for secure end-to-end message delivery. This involves implementing strong firewalls and monitoring systems to preserve the trust established over the years.

2. Growing Threat from OTT Players

Competition from OTT Messaging Apps

OTT players like Meta have seized a significant share of the market. MNOs face the risk of losing A2P messaging revenues as these players offer enriched messaging experiences, allowing enterprises to reach their consumers directly.

Conclusion

A2P messaging presents a significant revenue opportunity for MNOs amid declining retail profit margins. However, successful monetization requires addressing key challenges, including securing the SMS channel, countering OTT competition, and educating internal stakeholders.

MNOs must adopt secure A2P messaging services to minimize revenue leakages and transition towards richer communication formats. With the right strategies and technologies, A2P messaging can become a cornerstone of MNOs’ revenue growth and customer engagement efforts.

As an MNO be in total control of your A2P business with secure A2P messaging services from Globe Teleservices, to minimize revenue leakages, helping you make the perfect shift towards richer communication formats.

Customer Communication Trends in the Evolving Telecom Industry

The telecom industry is undergoing a significant transformation, driven by the need to place customers at the center of its strategies. With advancements in digital innovation, telecom companies are focusing on offering experiences with human-centric interactions. This evolution is reshaping the customer experience, providing new opportunities for businesses to enhance their services and grow.

The Importance of Customer Experience in Telecom

Customer experience is critical for all, be it enterprises or operators in the telecom industry, which faces high competition and customer volatility. Technological evolution means services quickly become obsolete, leading customers to switch brands frequently. Ensuring a superior customer experience is essential to retain customers and stay competitive.

Here are the latest customer communication trends and what they mean for your future communication strategies.

Digital Channels: The Backbone of B2B Communication

Customers increasingly prefer digital channels for communication, seeking quick and accurate responses without waiting on hold. Businesses using digital channels, such as voice, SMS, and chat apps, are ahead in providing efficient customer service. Rich Communications Services (RCS) is enhancing business-to-consumer (B2C) communication strategies, leading to more engaging and conversational experiences. As per Juniper’s findings, the active RCS user base is anticipated to hit 1.1 billion by 2024.

Personalization: The Key to Customer Loyalty

Personalizing customer experiences is a powerful strategy for building loyalty. Telecom companies are developing customized service offerings, utilizing customer data analytics for targeted communication and mapping customer journeys to identify personalization opportunities. Tailored offers, relevant updates, and personalized marketing messages demonstrate an understanding of unique customer needs, fostering loyalty.

Next-Gen Technology: Enhancing Interactions

Incorporating advanced technologies can significantly improve customer interactions and satisfaction:

Advanced CRM Systems:

Manage customer data and interactions effectively.

Omnichannel Engagement:

Ensure a seamless experience across various digital channels, including websites, mobile apps, and social media.

Data Analytics:

Understand customer behaviors and preferences to tailor communications.

A2P SMS: A Pillar for Effective Communication

Despite the rise of rich media channels, SMS remains crucial in communication strategies. The worldwide A2P SMS market is expected to grow at a CAGR of 3.9%, reaching USD 96.9 billion by 2032. Rich media messaging (MMS and RCS) allows businesses to send more engaging messages, while omnichannel messaging strategies and AI enhance the effectiveness of A2P messaging campaigns by personalizing messages, segmenting audiences, and anticipating customer behavior.

Conversational Channels – The Key to Engaging Interactions

Adding the right digital channels to your communication mix is essential for delivering conversational customer experiences. Voice, SMS, and chat apps are top channels for B2C communication. RCS is paving the way for future strategies, meeting the rising demand for conversational experiences. This has become crucial for enterprises planning to develop their omnichannel strategies, creating hybrid digital-physical experiences.

Conclusion

To perfect your communication strategy, assess current strategies to identify gaps and fill them effectively. Automating AI chatbots and adding flexible channels, like WhatsApp, can improve customer engagement. A cloud contact center can manage conversations across various channels, ensuring access to conversation history and efficient responses.

Customer communication in the telecom industry is evolving rapidly, driven by digital innovation and the need for human-centric interactions. By focusing on digital channels, personalization, next-gen technology, A2P SMS, and conversational channels, telecom companies can enhance customer engagement and stay competitive.

Enable innovations with Globe Teleservices to ensure your customer engagement goes from good to great. Perfect your omnichannel communication strategy today with our next-gen telecom solutions.

Harnessing the Power of A2P Messaging to Revolutionize Business Communication

In today’s rapidly evolving digital landscape, businesses must constantly adapt to stay ahead. One of the most transformative tools in recent years has been A2P (Application-to-Person) messaging. This has revolutionized how businesses communicate with customers, driving engagement and streamlining operations. A2P has become crucial for all enterprises and MNOs. This has driven market growth, with projections reaching a CAGR of 3.9%, reaching an estimated value of USD 96.9 billion by 2032.

What is A2P Messaging?

A2P SMS allows companies to send messages from an application or software directly to a mobile user. With a high open rate of 98% in comparison to emails which is 20%, making it a critical tool for businesses of all sizes. It enables seamless communication between businesses and their target audiences through automated, application-driven messages. Rich Communication Services (RCS) and its multimedia capabilities have further led to personalization, further enhancing engagement.

Check out what experts have to say about the use of RCS for business communications.

(Youtube video link: RCS and Conversational Commerce | MEF India 2024 )

Common Applications for A2P Messaging

It is a versatile platform, supporting various interactions such as appointment reminders, transaction notifications, verification from e-commerce platforms, etc. These include customer service bots, providing customized and relevant content automatically, enhancing customer experience and loyalty.

How Does A2P Messaging Work?

It operates by sending messages optimized for mobile display through specialized gateways that work with mobile carriers. These gateways ensure secure delivery to the recipient’s devices, presenting the text messages in familiar formats. Optional automated responses can further improve engagement. Real-time reporting allows the sender to track progress as needed.

9 Ways to Leverage A2P Messaging for Business Growth

Two-factor Authentication (2FA): Send one-time passwords to strengthen account security and prevent unauthorized access.
Appointment Reminders: Reduce no-shows with allow easy rescheduling to improve service efficiency.
Billing Updates: Notify customers of upcoming dues or changes, creating a smoother billing experience.
Purchase Notifications: Provide instant confirmations of online purchases, including event details for tickets complete with links.
Reservation reminder: Ensure timely arrival or cancellation for reservations at hotels or restaurants.
Shipping Notifications: Keep customers informed about package delivery statuses.
Unusual Activity Alerts: Automatically alert customers to potential security threats or best practices, fostering trust and safety.
Marketing Notifications: Keep your customers informed about ongoing promotions, sales and special offers, boosting sales.
Customer Feedback & Complaints: Collect real-time customer feedback through automated surveys and response prompts to enhance service quality.

A2P messaging is one of the most effective ways to reach your customers, regardless of the services you offer. By leveraging Globe Teleservices’ A2P messaging platform, you can launch secure and impactful marketing campaigns, ensuring enhanced reach and minimal disruptions. Embrace to improve customer service, increase efficiency, and achieve greater ROI in your business operations.

5 Ways CPaaS is Boosting Customer Relations for Enterprises

Excellent customer relationships are the most-used not-so-secret weapon for successful businesses. In this digital age, companies are building excellent customer relationships through strategic and well-planned methods for personalized communication. However, this is a time of omnichannel customer contact. The scope for communication extends across telephonic, SMS, Internet-based IM communications, emails, campaigns, and many more mediums. That makes the task of personalized communications a bit more complex.

In the past, businesses had to build their own communications infrastructure to support such initiatives. But fast forward to today, when they have a unified solution available at their disposal via the cloud. We are talking about Communications Platform as a Service or CPaaS.

What is CPaaS?

In simple terms, CPaaS is a cloud-based umbrella solution that facilitates real-time communication through channels like SMS, Voice, Email, Chatbot, etc. The framework leverages APIs through which enterprises can integrate the desired communication channels into their digital applications effortlessly.

For example, if you run an eCommerce business, then all your customer communications can be easily handled through a single CPaaS platform. Different departments like marketing, sales, dispatch, delivery, etc. can initiate the desired notification messages through the solution. It can be configured according to every specific need.

5 ways in which CPaaS is helping enterprises today

Gartner predicts that by 2025, nearly 95% of global enterprises will leverage CPaaS to improve their business communications. This is because CPaaS has the potential to offer some truly exhilarating benefits for businesses that utilize them.

Let us explore the top 5:

Facilitate real-time communications

The major advantage of CPaaS is that it facilitates real-time communication between customers and the business. Traditionally, this was possible only with person-to-person interactions that happened in stores or via telephonic conversations. With CPaaS, there is a huge opportunity for businesses to build autonomous personal communication channels in real-time. They can use SMS, automated voice calls, WhatsApp, or Chatbots to deeply engage with their customers at any time.

The conversations can be triggered in real-time by any desired trigger event. For example, when a shopped product is shipped from the warehouse or when a delivery agent picks up the food ordered via a food delivery app and so on. Every communication sent out can be personalized with permitted data from customers to build a very engaging communication experience.

Empower marketing

With CPaaS, businesses can equip their marketing teams with a direct communication channel with several engagement options. Rich text or media like videos and images can be shared with customers through integrated WhatsApp and other social media messaging applications.

They can also use the CPaaS solution to segregate target customer populations into buckets for more effective targeting through campaigns. Platforms like CPaaS+ from GTS offer even more attractive features like tracking campaigns, analytics on the performance of campaigns, etc. Such solutions can provide real-time visibility into several crucial aspects thereby helping marketers fine-tune their approaches easily and more effectively.

Enhance security

As businesses compete to win customers through best-in-class apps, there are often security concerns that they run into like fraudulent access, impersonations, etc. With CPaaS, enterprises can add additional layers of security to their digital communication approaches. They can use it to deploy authentication mechanisms via SMS OTPs or automated flash call verification, etc.

An additional feature that enterprises can leverage is the ability to offer masked number communications to customers. This helps in protecting against the misuse of the customer’s data.

24*7 availability for support operations

CPaaS solutions don’t just help by enabling communication channels. They can also allow enterprises to automate the operation of such channels. We have already seen how applications like food delivery apps and eCommerce can use CPaaS for real-time notifications. On a different note, the same capability can help set up 24*7 support operations for customers.

This is extremely important when you want to expand your digital business globally as support operations need to be run 24*7. Customer queries can be answered with AI-enabled response systems integrated into your content generation workflows for SMS, Chatbots, etc.

Cost-effective

Irrespective of the business size, having a reliable communication experience with customers is critical for growth. But for smaller businesses, investing in massive communication infrastructure will be a very tough proposition. With CPaaS, this challenge is easily resolved. The solution provides two major capabilities. One is the ability to offer subscription-based pricing since it is a SaaS platform running on the cloud. The second benefit is the modular flexibility it offers for adding communication channels on demand.

Enterprises can use CPaaS as a plug-and-play solution wherein they can add communication channels one after the other depending on the business growth. They can add the desired engagement functionality on specific apps or digital services as per demand. The modular flexibility results in them paying only for what’s needed at that point of time in their business growth journey.

One-stop communication is a competitive advantage

CPaaS is an extremely powerful tool for today’s businesses to revolutionize their customer communication experiences. Building a sustainable competitive edge requires businesses to be able to be closer to their customers, nurturing their interests and engaging them constantly. With CPaaS, all this becomes possible out of a single one-stop solution.

However, making the right call in selecting the CPaaS solution is also equally important. This is where GTS can help make a difference. Our CPaaS + platform is equipped with advanced features that go beyond the traditional capabilities of CPaaS solutions. Get in touch with us for a quick demo and decide for yourself.

Customer Experience Trends For 2024 – Telecom Edition

The role of customer experience in telecom is being radically transformed in the wake of increased digitization. As 5G networks, better infrastructure, and newer markets emerge, the telecom sector is at the cusp of a customer experience transformation. It’s also true that in many ways, the telecom industry has the potential to impact the way other sectors build their customer experience. In fact, recent studies show that nearly 76% of customers still prefer a telephone conversation with customer support. This statistic itself highlights the important role a telecom services provider has in the customer experience lifecycle across sectors. Clearly, knowing the market pulse is important for improving customer experience in telecom.

Communication is a key driver of customer experience. Hence, a telecom services provider must know what customers expect in every kind of interaction to deliver great experiences not just within their business, but also to support other sectors to offer the same to their customers.

Let us explore the top trends relating to customer experience in telecom for 2024:

1. Hassle-free onboarding

The digital economy is rising globally. People are shifting more of their common activities into digital mode. The changed behaviors that persist even after that pandemic is behind us have accelerated the trend as well. From banking to shopping, education, and entertainment, customers are demanding hassle-free digital experiences. This is not only a benchmark for any telecom services provider but also a key promise they need to enable for their enterprise customers.

They need to ensure that customers get a hassle-free no-nonsense onboarding experience into their network. Authenticating credentials shouldn’t be a problem. From auto parsing of OTPs to flash calls, there are a host of solutions that telecom providers must deploy to improve the onboarding experience.

Furthermore, they can also act as a gateway agent for other businesses to build similar experiences. For example, authenticating a user’s credentials via OTPs or flash calls can be a standard option for an OTT app or a social media app. Telecom players can be the bridge of trust serving both the customer and the business that wants to engage with them. With platforms like Authentrica, this can be easily achieved.

2. Learning about the customer

Most businesses believe that knowing the customers enables better service delivery. In 2024, businesses will need to deploy more innovative means to capture data from customers and learn from it. In the past surveys about customer experience were the de-facto medium for businesses to gain insights. However, studies say that a typical survey considers less than 7% of a business’s actual customer base for generating insights. The need to go beyond surveys is evident here. This is where a telecom services provider can make a difference.

Telecom providers can capture the preferences or consent of customers for all sorts of communications that happen over the network. That could be permissions for SMS campaigns, WhatsApp communications, emails, etc. It could be to create powerful Customer Data Platforms or first-party data gathered with customer consent. Telecom companies and their customers can leverage platforms like Consentica to manage user consent effectively. Using this information, they can help build better customer experiences based on ethically gathered customer data.

3. Protect personal data

Building trust is a key factor that influences customer experience. As we move deeper into the digital economy, customers are also becoming more aware of the threats that lurk out there. Many of these threats can be addressed if adequate protection is offered for sensitive data. Hence great customer experience demands a more strategic and focused approach towards integrating security features for personal data.

Telecom companies too must follow this trend. However, they have the additional opportunity to become a second layer of protection for customers. As explained earlier, telecom companies can build a layer of trust by collecting consent info from their customers. By building powerful encryption and network protection frameworks, they can ensure that personal data is never compromised by services running on networks. With tools like TxtChain, they can help trace telemarking activity with strict control on how user data is leveraged by 3rd party services. Firewall solutions can be deployed to ensure vulnerable entry points are discovered and neutralized before any incidents happen.

4. Preparing for an exciting journey

2024 will witness further expansion of the digital landscape in almost every sector. Telecom companies have the opportunity to not just improve the customer experience they provide but also drive industry standards across sectors. They can become the supporting framework for other sectors to push their customer experience initiatives forward at an accelerated pace. However, to do so telecom companies need to have the right technology required to build a powerful service economy on top of their network infrastructure. From security to monetization of assets through expansive partner services, telecom companies have a real potential to transform from their traditional roles. GTS is the perfect partner to ensure success on this path. Get in touch with us to know more.

The One “Platform” To Help You Transform Customer Experience

The one factor that distinguishes great companies from mediocre ones is personalization.

Great companies personalize experiences and go beyond transactional relationships to engage with customers and build long-lasting bonds with them.

So, what’s stopping other companies from delivering these elevated experiences?

According to Statista, 80% of companies acknowledge the impact of personalization on customer spending. 62% admit that it has improved loyalty and retention.

Yet, due to fragmented data from disparate sources, most companies are unable to customize.

It’s apparent that companies need a comprehensive view of their audience to understand their needs and tailor interactions.

However, the increasing touchpoints make it hard for them to gather, analyze, and act on the data.

That’s where the Customer Data Platform (CDP) comes to the rescue.

What Is A Customer Data Platform?

A Customer Data Platform (CDP) is a software solution that collects and organizes data from different sources to build a single customer profile. It collects the customer’s identity, lifestyle, as well as behavioral and aspirational data from sources like CRM, social media, websites, and PoS systems. This detailed data enables companies to create comprehensive customer profiles, individualize experiences, predict trends, and accelerate decision-making. It’s called a platform because it serves as a unifying frame for the entire range of applications and solutions that need to access customer data to drive action.

Why Use CDPs?

A CDP can deliver multiple benefits:

Unifies data

CDPs use SDKs and APIs to pull data from disparate sources into a single platform. It creates a customer profile containing Personable Identifiable Information (PII) such as the customer’s name, address, email ID, etc. The unified customer profile can be used by marketing, sales, product management, and customer support teams to improve customer experience.

Improves personalization

Besides PII, CDPs also capture extra insights like browsing history, website visits, and social media activity. This valuable information enables the sales and marketing teams to understand preferences and buying patterns. It empowers them to customize product recommendations and create targeted marketing campaigns to increase engagement. More importantly, the support team can leverage this data to tailor customer interactions. A cohesive, hyper-personalized approach can help companies boost customer retention, repeat purchases, and reduce churn.

Makes compliance easier

Companies must adhere to regulations like the General Data Protection Regulation (GDPR) to build customer trust and avoid legal hassles. The centralized platforms of CDPs can help companies collect and manage all the data in a single location. It will also protect the PII details and audit them regularly. By storing all information in one place, a company can easily grant access to customers to view it upon request. This will help companies improve transparency, protect customers’ privacy, and maintain compliance.

Supports data-driven decision-making

In a fast-paced business landscape, companies have to make quick business decisions. For that, they need access to real-time data. CDPs can gather real-time information from different sources and provide timely insights on customer behavior and market demands. Such rich information can help decision-makers forecast trends and behaviors accurately and devise strategies to meet them. CDPs are truly useful in improving decision-making and aiding innovation. It enables companies to accelerate go-to-market strategy and gain a competitive advantage.

How Telecom Operators Can Benefit From CDPs

A telecom operator receives customer first-party data, including PII details, customer usage patterns, travel habits, device preferences, and billing information.

If used correctly, all this information can help improve personalization.

According to McKinsey, telecom operators can boost revenue by 10% and customer engagement by 20-30% through data-driven personalization.

However, only 5% of them are harnessing data to personalize experiences.

That’s why CDPs are so vital for telecom operators. They can gather data about the customer into a unified platform and use it for the following purposes:

Personalize subscription plans and offers

Telecom operators can use CDPs to analyze usage patterns and recommend relevant subscription plans. For example, they can suggest unique roaming plans for frequent travelers or internet plans for remote professionals. This will help them deviate from the usual one-size-fits-all offerings and improve retention.

Upsell and cross-sell plans

CDPs offer a complete view of usage patterns, allowing operators to cross-sell or upsell relevant packages. For instance, they recommend location-specific data and voice call plans to frequent travelers and higher data plans to streaming users. This helps operators increase sales and drive revenue.

Reduce churn and retain customers

With the help of CDPs, operators can categorize users based on their activity and engagement levels and launch targeted campaigns. For instance, they can send renewal notifications to expiring subscriptions and display attractive data and voice packages to new customers. These individualized campaigns can reduce churn and increase retention.

Improve compliance

There’s a thin line between personalization and privacy violation. Telecom operators should be careful not to cross that fine line. A data breach or privacy violation could lead to irreparable damages to the operator’s reputation and revenue loss. CDPs can help operators adhere to compliance rules like GDPR. By breaking down silos, it unifies information, improving transparency and efficiency in data management. It can help operators establish data governance standards, improve access control, and track suspicious activities. It acts as a single source of truth and provides more visibility on how data is stored, accessed, and handled. It makes monitoring and tracking efficient.

How Can Telecom Operators Enable Innovation With CDPs?

The telecom industry is evolving rapidly, making it increasingly complex for operators to differentiate themselves. It has become even more challenging for them, with the Millennials and Gen Z becoming the primary user base. They expect individualized experiences from their telecom operators.

Thus, companies need to devise unique initiatives to engage with them. For example, they could offer micro-finance for device purchases or do something as simple as streamlining the digital onboarding process.

CDPs help operators enable innovation #ei, offering valuable insights into customer behavior.

It’s an excellent technology to retain your users, earn more revenue, and grow.

To know more about how CDPs and other technologies can benefit your business, contact us.