The proliferation of channels used by businesses to engage and interact with customers and other stakeholders has resulted in a much fragmented communications landscape leading to a loss of transparency, a lack of contextual history to assist in query resolution and an overall degraded experience for the customer.
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One of the most important considerations for businesses, as they strive to squeeze out efficiencies and become more competitive, is understanding that to be truly relevant and appealing for customers and staff, they need an intelligent business communications platform. This implies the ability to adapt and react based on real-time insights.
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Digitisation is transforming the supplier-consumer dynamic in the telecoms industry. Whereas before there were relatively few suppliers and a booming new customer base, now there is stiff competition among suppliers and that same new customer base is quickly plateauing. Perhaps the only factor having more of an effect is consumer buying habits.
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