In today’s rapidly evolving telecommunications industry, it’s no secret that traditional telecoms operators face fierce competition from over-the-top (OTT) players. These players have revolutionized the industry by offering services that were traditionally provided by telecoms operators, such as email. As a result, many telecoms operators have been left behind as users migrate to more convenient and accessible OTT services. However, the rise of Unified Collaboration (UC) poses a new risk to traditional telecom voice services.
UC enables the integration of various communication channels into a single platform, providing users with a more streamlined and efficient communication experience. With the global UC market expected to grow at a compound annual growth rate of 11.2% from 2021 to 2028, telecoms operators cannot afford to ignore this trend. By embracing UC, operators can become the preferred service provider of UC solutions towards their customers.
To achieve this, telecoms operators must offer efficient voice and UC solutions with a great customer experience focus (CX). Investing in the necessary technology and infrastructure to provide seamless integration between voice and UC services is crucial. Telecoms operators must also focus on providing a user-friendly interface and excellent customer support to ensure a positive customer experience. By doing so, they can increase customer loyalty and reduce churn rates, as well as capture a significant share of the growing UC market.
The importance of this cannot be overstated. According to a report by Accenture, telecoms operators that focus on CX can increase their revenue by up to 20%. With the number of email users worldwide expected to reach 4.6 billion by 2025, and OTT players such as Gmail already boasting over 1.8 billion users as of 2021, telecoms operators need to act fast to remain relevant in today’s market.
In conclusion, the rise of OTT players and UC presents both challenges and opportunities for traditional telecoms operators. By embracing UC and offering efficient voice and UC solutions with a great CX focus, operators can not only compete with OTT players but also increase their revenue and reduce churn rates. Therefore, it is crucial for telecoms operators to invest in the necessary technology and infrastructure and focus on providing a positive customer experience.