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What’s in Store for Cloud-based Telecoms in 2021?

What’s in Store for Cloud-based Telecoms in 2021? Image Credit: ValeryBrozhinsky/Bigstockphoto.com

In 2020, many companies were forced to rethink their current processes. Numerous businesses have had to move away from regular operations and expand their library of cloud-based tools. Despite 2020 coming to a close, in 2021, many organizations will be managing some of the same issues that they were facing, such as balancing the inconsistency of the economy, challenges around staffing, and logistics of ensuring safe in-person or remote operations and service.

In response to these challenges, we will see trends in telecom services and solutions that will help companies adapt. There will also be an opportunity for Communications Service Providers (CSPs) to better cater to their customers through modern tools and technologies. Below are four key areas that will impact enterprise communications in 2021 and beyond.

#1: 5G

Darach Beirne
VP, Customer
Success,
Flowroute

The shift to 5G has been a growing trend for approximately five years. Its rise presents an opportunity for CSPs to explore new revenue growth opportunities and uncover additional ways to solve customer pain points through faster, more reliable services with updated tools. For example, 5G technology could make use of Artificial Intelligence (AI) and can also play an important role in facilitating communications at the edge. 

As CSPs face the need to deliver on their customers’ expectations, 5G connectivity is one of the ways they can raise the bar. Though there are some notable challenges that come along with 5G, such as compliance implications and increased cost, the technology will only become more ubiquitous with time and CSPs that can use it effectively are well-positioned to have a leg up on their competitors.

#2: Security Investments

With more enterprises leveraging cloud tools as part of their remote work or hybrid work environments, security will be top of mind. Though the benefits of cloud communications and collaboration tools are significant - especially as remote work continues to be the pervasive model for the modern workplace - the challenge of keeping data secure is of critical importance.

Companies that want to protect their data and systems will want to invest in the right level of security to gain peace of mind. Hackers will be looking for weak or vulnerable systems and unprepared networks, so investment in stronger security practices will be necessary for business protection. CSPs will want to be sure to address this pain point through their services and offerings.

#3: Cloud-powered Automation and AI in Customer Service

Automation and AI have helped change the communications landscape in recent years and in 2021, these tools will become even stronger driving forces behind enterprise operations. While AI use cases have been growing steadily, we’re likely to see an even bigger uptick next year and well into the future especially as machine learning and AI technologies advance.

The most prominent use case for these technologies is with customer service operations and contact centers, which are shifting rapidly to offer new AI-powered support options. For example, an AI-enabled chatbot can be plugged into a company’s messaging feature on their website. When a customer opens the messaging feature, the chatbot will deliver a variety of prompts to assist the customer with finding a specific service or set of information. By utilizing past experiences and interactions, chatbots can anticipate questions and provide intelligent responses to customer queries and requests - giving them the potential to further drive customer satisfaction. If the customer needs additional support beyond the chatbot’s capabilities, it will connect them with a customer support representative. Chatbots help alleviate contact centers of mundane responsibilities, freeing them up to focus on more complex tasks. AI-enabled offerings will most certainly expand in the year ahead.

#4: Gig Economy Resurgence

To support the resurgence of the gig economy, adoption and customization of APIs for internal and external communication are going to increase and become more widespread. As the economy rebuilds and workers are searching for new jobs, part-time freelance work powered by SaaS tools is likely to surge in tandem with that. Many people have gotten used to the convenience and ease of services-based apps (i.e., grocery shopping and delivery) and their popularity is likely to see continued growth.

Messaging services that facilitate agile interactions with customers will grow in importance and businesses will need to rely on embedded communications capabilities. For example, app-based food delivery tools will need to integrate messaging APIs to ensure delivery drivers can update customers in real time on the status of their order. These common behaviors may even influence shoppers’ expectations across other retail sectors - driving additional demand for cloud-based telecom tools.

The past year has brought a host of unexpected disruptions to businesses all over the world. While it’s difficult to determine what 2021 will bring, we know that cloud-based communications have proven to be an integral component of the modern enterprise communication landscape. In the next year, we can expect CSPs to leverage emerging technologies and telecom services to improve the solutions they offer to customers and maintain competitive advantage in a highly competitive cloud landscape.

Author

Darach Beirne is vice president of customer success at Flowroute, now part of Intrado. With more than 25 years of experience building and leading B2B customer success, Darach leads Flowroute’s dedicated customer support team, driving strategy for customer success and improved customer satisfaction.

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