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Challenges for Telecommunications Industry and Their Mobile Workforce


Communication service providers (CSPs) are characterized by the ever-growing demand for anytime, anywhere, and always-on connections, which enable real-time dynamic interaction between people, services, devices and machines. This unprecedented demand for more more connections, content and services, devices, real-time interactions, and personalization – continues to grow while the rise of social media increasingly plays a role in customer loyalty and brand. CSP’s face the challenge of developing, launching, supporting and monetizing new services, supporting exponential growth for increased network capacity and operational support systems, and the associated need for rising investment. At the same time, CSPs must continue to delight customers by providing personalized services and experiences.

First, CSPs must delight customers and create personalized customer experiences to attract and retain customers in a competitive market. CSPs must improve customer experience, service, and support. CSPs must be increasingly responsive to customer needs, quickly reacting to the ever changing competitive environment by providing fast, responsive and personalized service. Increasingly, CSPs find that their service portfolios are not sufficient for meaningful competitive differentiation, and must delight customers with personalized services and support to deliver the best customer experience. CSPs must be faster to create and offer new services to consumers and businesses—for example, apps and content—in order to tap into different sources of spending. CSPs should develop new bundled offers to increase loyalty and capture a greater share of end-user spend.

rugged-tablets-for-telecom-utilitiesA second challenge is to secure a role in the value chain for new services and solutions. The pace of change in the global telecommunications market is accelerating and the industry is in a period of significant transformation. The market place is increasingly complex and competitive. New market entrants with creative new offerings, solutions and business models are driving shifts in the value chain – CSPs run the risk of being marginalized – stuck with funding the build out of the network and support systems to handle an ever growing volume of traffic, but a limited role in the value chain for new services and solutions.

Third, CSPs rely on the productivity of mobile employees – desk-less workers like retail store associates and installation and repair field technicians – who spend less and less time near a desktop computer. Managing this mobile workforce and maintaining communication through emerging technologies will enable CSPs to adapt and thrive despite increasing expectations from consumers.

Finally, CPSs are often challenged by legacy operational and support systems, often disparate and acquired over many years via a mixture of purchases, in-house development, and acquisition and mergers. Cumbersome and antiquated internal systems impede productivity, reduce operational efficiency, drive up costs and impact the ability to successfully compete.

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