Artificial intelligence, machine learning and cloud computing are shaping the telecommunications industry. These technologies streamline collaboration and remote work while improving efficiency and productivity. In today’s digital era, telecom services are critical for business success and continuity. They not only enable more effective communication but also increase flexibility in the workplace and allow companies to expand their reach.
Telecommunications Industry Is Booming
Telecommunications is no longer limited to phone and fax services. Today, this industry encompasses high-speed internet, messaging, video streaming, mobile payments and more. Emerging technologies, such as 5G and cloud-hosted VoIP, are fueling its growth. From traveling and watching TV to doing business, telecom services are at the center of everyday life.
According to a World Economic Forum report, modern telecom technology is the driving force behind digital transformation. Thanks to it, people all over the world have access to the latest information, products and marketplaces. These services facilitate remote work, virtual meetings, and real-time collaboration between teams, regardless of distance.
More than 2.5 billion consumers under the age of 25 are “always on,” reports McKinsey. Each day, these users spend over 300 minutes on YouTube, Snapchat and other online platforms. The same source notes that approximately 45 percent of young adults running a business use social media for customer service. Millions of other consumers are now shopping online, surfing the web for information, and connecting with brands on social media.
Importance of Telecommunication
Digitization and telecommunications are strongly connected and have the power to disrupt traditional business models. The growing demand for connectivity is pressuring companies to upgrade their telecommunications infrastructure. Network transformation is imperative for innovative businesses, allowing them to address changing customer expectations.
The importance of telecommunication cannot be overstated in critical situations, such as the COVID-19 pandemic. As IBM notes, telecom services enable online learning and remote work in such circumstances. Email, videoconferencing, mobile communication and messaging also make social distancing more bearable, helping people adapt to the new normal. Without these technologies, thousands of companies would be forced to cease their operations.
Telecommunications companies are now using artificial intelligence (AI) and machine learning to improve customer service. With these novel technologies, companies can identify leads, analyze customer data and develop better products. Some operators use advanced AI algorithms to help customers navigate through TV channels. Others have cutting-edge IoT (Internet of Things) infrastructures that monitor data centers remotely and detect security breaches.
Telecom services also have direct and indirect benefits for your business. With high-speed internet, mobile apps, VoIP and other means of communication, your staff can exchange information in real time and reach out to prospective clients. These technologies support your branding efforts and customer service strategy. They may also reduce operational costs, save office space, and increase productivity across all departments.
Improve Cross-Team Collaboration
Telecommunications can improve collaboration between teams and departments. Mobile phones, videoconferencing, messaging and other telecom services enable employees to brainstorm ideas, share data, and work together on projects from anywhere in the world. According to Gartner, social media and real-time messaging streamline collaboration, allowing companies to create a digital workplace.
A good example is VoIP (Voice over Internet Protocol) or IP telephony. This service brings together email, audio and video calls, texting and other telecom solutions. Users can conduct conference calls in multiple cities or countries at the same time, hold virtual meetings and record calls. VoIP solutions are more affordable than traditional phone and internet services and can be integrated with customer relationship management and sales tools.
Without telecommunication services, your team wouldn’t be able to use Skype, Slack, Asana and other online collaboration tools. These apps enable users to share project updates in real time, generate reports, and see who made the latest changes to a document. Team members can save, edit and update files directly on the platform and access them from any device connected to the internet. As a result, they get more done in less time and make faster decisions.
Increase Employee Productivity and Satisfaction
Telecommunication and remote work go hand in hand. As a manager, you can provide your team with access to VoIP services, file sharing tools, collaboration software, and other services that allow them to work on the go. This may result in higher job satisfaction and productivity. You may also find it easier to attract and retain talent, especially millennials and other groups that prefer newer communication tools.
A May 2020 survey by Harvard Business Review assessed the implications of working from home amid COVID-19. The study was conducted on more than 600 white-collar employees. Half of the respondents said they were able to maintain a 10-hour workday in the first few weeks of the lockdown. Later on, their workdays were still 10 to 20 percent longer than before the lockdown began.
Employees also reported fewer task conflicts and less stress while working from home. Their mental focus and self-efficacy increased by about 10 percent. They also said they had a better work-life balance, shorter meetings, and more time for the tasks at hand. Virtual meetings, videoconferencing and other telecom solutions allowed them to do business as usual and eased their transition to remote work. Their job satisfaction improved, too.
Reach More Customers
The advantages of telecommunication in business go beyond increased productivity and employee well-being. Telecom services also enable organizations to reach the right audience with the right message at the right time. Think about this: 77 percent of consumers choose to receive text messages from brands to find out about the latest deals. About one-third do so to receive meaningful content, according to Forbes. Approximately 31 percent of people prefer to receive text messages rather than visit a company’s website, physical store or mobile app,
As a business owner, you can leverage text messaging and other telecom services to engage, entertain and inform your audience. The open rate for SMS messages is 90 percent, as reported by Forbes. Email, on the other, has an open rate of only 20 percent. Highly targeted text messages can help your business get customers’ attention, raise brand awareness and increase sales. You may also include links to your website in SMS messages to boost traffic and offer more information about your products or services.
Telecommunication can also improve customer service through automation. For example, many companies nowadays are using conversational AI voice bots for marketing, sales and customer support. The Bank of America, for example, encourages customers to chat with Erica – a virtual financial assistant. The bot can help with bill payments, app navigation, financial reporting and other services.
Additionally, organizations can use videoconferencing and other telecom solutions to introduce new products, answer customers’ questions and deliver useful content. If you’re selling a new blood glucose meter, you can ask your sales team to call, text or email potential clients who may be interested in what you have to offer, for example.
Your staff may also use VoIP and other services to hold live video sessions and show customers how to use the device. This is an excellent opportunity to provide them with meaningful content and give them one more reason to choose your brand.
Andra Picincu is a digital marketing consultant with over 10 years of experience. She works closely with small businesses and large organizations alike to help them grow and increase brand awareness. She holds a BA in Marketing and International Business and a BA in Psychology. Over the past decade, she has turned her passion for marketing and writing into a successful business with an international audience. Current and former clients include The HOTH, Bisnode Sverige, Nutracelle, CLICK – The Coffee Lover’s Protein Drink, InstaCuppa, Marketgoo, GoHarvey, Internet Brands, and more. In her daily life, Ms. Picincu provides digital marketing consulting and copywriting services. Her goal is to help businesses understand and reach their target audience in new, creative ways.