The Future Of Cloud Based Telecom In 2021
Companies around the globe had to rethink how they operate and increase their cloud-based tools to meet the sudden rise of hybrid and remote workers. Even though the new year has begun, many things will not change. Many organizations will continue to manage remote workers and identify opportunities to maximize their cloud and IT investments.
We expect to see changes in enterprise collaborations as IT decision-makers and leaders navigate logistics to ensure effective and efficient remote communications and operations. In addition, communications Service Providers will have the opportunity to better serve their customers’ communication needs by investing in new telco tools and other emerging technologies.
Here are four areas that will likely significantly impact enterprise communications in 2021 and the years to follow.
No. 1: Automation and AI in Customer Service
Because of their ability to improve efficiency and productivity, automation and AI have become buzzwords. AI applications have grown steadily as a result. In 2021, we expected AI and automation tools to be even more powerful driving forces behind enterprise collaboration, particularly as these technologies continue to improve the way users communicate.
Customer service and contact centers are two of the most common uses for AI and automation in telecom. An AI-enabled chatbot, for example, can be connected to a company’s website’s messaging system. The chatbot may appear in the corner of a customer’s browser to inform them that the chatbot is available to answer their questions. In addition, the chatbot will provide a range of prompts to help customers find specific services or information. Chatbots can also draw on past conversations with customers to help them anticipate and take the following steps.
AI-enabled chatbots can relieve contact centers of repetitive tasks and allow individuals to talk with customers about complicated issues and support questions. As consumers continue to need help from afar, these tools will undoubtedly evolve and become more common.
No. 2: Upturn of Gig Workers
In recent years, the gig economy has seen a rise in popularity in the workforce. 36% of Americans engage in gig work. Enterprise companies also see labor trends that suggest the gig economy is poised for growth. Nearly two-thirds (or more) of large companies use freelance contractors to lower labor costs. Facilitating gig roles, telecom, and cloud-based enterprise collaboration tools like APIs increases communication and transparency between workers and tasks.
As a support tool for gig workers, 2021 will increase the adoption and customization of APIs. Telecom APIs are a great way to facilitate agile communication between businesses and customers. For example, food delivery apps use APIs to enable in-app messaging. A delivery driver (a gig worker) can inform customers about the status of their orders and any changes made by the restaurant in real-time.
We will see more cloud-based communication tools that seamlessly connect gig workers with the businesses they work for and the customers they serve as the gig economy grows.
No. 3: Increased Security Investments
While cloud communications offer many benefits, security is a significant concern for non-cloud users. This is particularly true for enterprises leveraging cloud tools for their hybrid or remote work environments. As a result, enterprise leaders must ensure that networks and data are secure, especially when reputation and revenue are at stake.
We will see more companies prioritizing security measures to protect data and systems next year. Bad actors will always seek to exploit vulnerable or unprepared systems and networks. Businesses will need to invest in better security practices such as training employees and multi-level networks. CSPs can play an essential part in strengthening the security practices of their customers. They will want to make sure that they address this issue through their offerings and services.
No. 4: 5G Takes Hold
Since 2005, 5G has been an increasing trend. 5G is a fifth-generation global wireless technology that can provide better quality service, lower latency, and greater bandwidth. This will improve the user experience in both enterprise and consumer settings. As a result, CSPs have the opportunity to discover new revenue growth opportunities and find additional ways to solve customers’ problems through faster, more reliable services using updated or other emerging technologies. 5G technology, for example, could make use of AI deployments. This can help to strengthen omnichannel experiences through facilitating communication at the edge.
5G will drive innovation at the edges because it will increase compute and processing power. Edge computing and 5G will open up new uses for the technology, particularly in the IoT space and connected devices. 5G can be used by businesses to connect to the edge and provide customers with fast connectivity. This trend was only just beginning in 2021.
The past year was beyond anything anyone could have imagined. More companies adopted Cloud-based tools because business leaders needed to be agile in their decision-making. Although it is hard to predict what 2021 will bring us, we believe that enterprises will use modern telecom and enterprise collaboration tools for efficient and effective communication with their distributed workforce. In addition, CSPs can expect to use emerging technologies and telecom solutions to expand their services and keep competitive in a highly saturated market.