Telecom Industry undergoing Transformational Change to Improve Customer Experience

CIOReviewIndia Team | Wednesday, 18 September 2019, 03:41 IST

CIOReviewIndia Team

The telecom industry today is under transformational change to adapt to the present market conditions and customer preferences. According a research report by MarketWatch, the Global Telecommunications Market is expected to reach USD 29 billion by 2026, growing at a CAGR of 6.14% till 2026.  Affordable and high speed internet services, evolution of e-learning platforms and advancements in the digital technologies are some of the major factors driving the market growth.  

The advent of 5G is expected to be a game changing event for telecom sector in India. “The digital capabilities of 4G led to new services and applications, and gave great opportunities to many companies that are still growing on the foundation of mobile broadband. That same opportunity for innovation exists with 5G as well. But on an even bigger scale because 5G goes way beyond mobility - into the next industrial revolution,” opines Nitin Bansal, Ericsson India. Here are some of the digital disruptions that telecom industry is experiencing, resulting in more flexible operations and enhanced customer experiences,             

Telecom to Embrace 5G    

The high speed internet capabilities of 5G enabled telecommunication systems are set to completely revolutionise the industry. Beyond the high speed internet, 5G technologies also provide an ecosystem wherein networks help to serve communication needs of IoT connected devices with low latency.      

OTT: Driving Data Subscription

OTT applications serve as an alternative for the conventional communication models of the telecom. OTT provides access to a variety of advanced communication platforms, enabling users to interact online like never before. Large number network providers have already started collaborating with the OTT providers to deliver the services in a wider platform and benefit mutually.   

AR and VR: Enabling Interactive Means  

AR and VR technologies are making the telecommunication more realistic with immersive content. These technologies are expected to transform the product demonstration and thereby customer interaction to a new level by providing interactive means. Integration of AR and VR in the mobile platforms is dramatically increasing online shopping customers by enabling customers to visualize the products before they buy.     

IoT: Enhancing Decision Making

The advent of 5G technologies have enabled for the more connected IoT devices. IoT helps companies acquire huge amount of business critical data that can be used for the predictive data analytics, enabling business owners to take data driven decisions. IoT also enables for enhanced location based services with precise location detection.

Artificial Intelligence: Automating Network Operations

Integration of AI capabilities in the smart phones has enabled them to perform highly sophisticated and complex tasks more accurately and effectively.  Digital assistants like Alexa, Siri, are now capable for the self learning, speech recognition etc. helping humans in their day to day operations. AI also helps to automate the networking operations in the telecom industry based on the traffic information by region and time zone, minimizing the role of human in the network operations.

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