Omnichannel challenges: can telcos enhance the customer service experience?

Communications service providers (CSPs) are investing in becoming more customer-centric organizations, and customer care systems are among the first legacy applications to move to cloud-native, microservices-based architectures.

At the same time, progress in machine learning, AI and data analytics is making it easier for CSPs to tap into the wealth of data their networks generate so they can deliver better service and support more personalized digital experiences.

Yet many CSPs continue to see customers’ perceptions of their services as a barrier to growth.

In this e-book we explore why customer care is still a challenge for telcos as they seek to grow data-driven, customer-centric businesses. Read it to find out about:

• The challenges of omnichannel customer support
• How cloud-native technologies and AI are transforming self-service customer care
• The role of TM Forum Open APIs in future omnichannel customer care systems.