Category: Network Services.

In an era where many network providers promise reliable, high-speed internet and global reach at the lowest cost, business leaders need to look beyond the “always-on” value proposition and determine whether the proposed connectivity solution can truly support business operations when it matters most.

For most companies today, high-speed connectivity via fixed-line fibre or 4G and 5G mobile broadband has become commoditised, much like water and power, which means that access to the service is the bare minimum expectation.

Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.

In today’s hyper-connected world, where the need to deliver personalised engagement and intuitive customer service has become the minimum industry standard, contact centres have become a hub of personal customer data.

A couple of years ago, the massive migration to remote working seemed temporary, but now that we see a potential permanence in remote and hybrid business structures, we need to reconsider the tools we’ve been using. 

A Business Continuity Plan requires a business to anticipate any potential scenarios that may disrupt their operations and provide contingency plans to continue operations, as smoothly as possible, should any of those scenarios arise. This is what we learned so far from the Covid crises.