In the evolving digital economy, cloud computing adoption has extended benefits more deeply into almost every sector of the economy to transform IT, scale and streamline business operations and leverage best HR practices worldwide. The network services of the telecom cloud market has witnessed a significant growth over past few years driven by the need for to lower costs in all operating and administrative expenses areas.
As telecom cloud is hosted on cloud platform, it subsequently reduces the burden of overhead costs associated with building and maintaining adequate infrastructure. It further offers a flexible cost-effective delivery model such as pay-as-you-grow pricing model for mobile network operators (MNOs) and mobile virtual network operators (MVNOs). With true cloud service for device interaction that is designed specifically to meet the growing needs of Mobile Virtual Network Operators (MVNO), seamless off the shelf integration of existing customer care tools with the Application program interface (API) of cloud can be effectively achieved.
Despite the challenging telecom sector sentiment in India with lack of spectrum holdings higher spectrum cost, cumulative debt burden, inadequate infrastructure which is fundamental to improve QoS (Quality of Service), among many others, the industry has recently seen an increasing customer appetite for mobile data. Moreover, India has also emerged as one of the fastest-growing smartphone markets in the world with increasing use of smartphones to access the Internet and growing demand of mobile applications, thereby making the world a highly interconnected platform.
When it comes to leveraging cloud computing for device integration, the end-users must be empowered with a customer self-help site which can serve as a customized tool for mobile operators. This system eventually leads to troubleshooting of data settings instantly available to call centres and subscribers alike. It further ensures cost effective customer care services for both the mobile network operators and mobile virtual network operators which in turn save on operational costs and increase customer satisfaction.
The Device interaction cloud with embedded reporting system delivers online help for feature phones, latest smartphones and for most tablets, allowing gathering, analysis and reporting of data to create smart systems. Combining the cloud service with an automatic device detection integrated into the MVNO’s network will massively enhance the efficiency of the system by ensuring that new smartphones will automatically be sent the correct settings with highly efficient and effective customer self-care solutions.
Mobile service providers can enable profitable revenue growth with increased customer satisfaction and customer lifetime value by adopting new and better ways for Contextual Customer Engagement. Combining real-time customer data analytics and automated, context-aware customer engagement automation tools into a simple cloud-based solution is the key to gain deeper insights into consumer needs and interests. Real-time customer insight data analytics empowers operators to gain an accurate and up-to-date 360 degree customer understanding that allows better segmentation capabilities, automated delivery of personalized customer engagement messages at right moments and superior customer experience.
With automated engagement campaigns, businesses can gain long-term customer engagement and increased sales through an automated, context-aware, real-time customer engagement process. For instance, marketing department is able to promote, upsell and cross-sell products and services with higher sales conversion, or to share important information with customers at relevant moments.
The transition to the Cloud is thus pushing MNOs and MVNOs to deploy ideal solutions for making networks and services more profitable, manageable and secure.
The writer is Markus Doetsch, MD & CEO, Sicap Group. Views are personal.