Wednesday, 19 December 2018

Leveraging the power of digital to redefine service delivery and customer experience in B2B telecommunications

A knowledge network article by Vivek Manglik, SVP & Head Voice, Mobile, Roaming Solutions, Airtel Business
Monday 08 October 18

Today, innovative digital platforms are enabling service providers across all businesses to sprint ahead towards a digital tomorrow that offers enhanced business efficiencies, convenience and agility. Everyone is increasingly accessing products and services on demand via digital channels and mobile apps and multiple industries are being transformed by this unprecedented wave of consumerization. Telecommunications is aiding and driving this evolution with state-of-the-art technologies. The sector itself is also transforming extensively on the B2C front with rapid use of digital platforms and processes which has enriched the lives of customers with a digital experience. The conventional B2B segment is however still largely offline. The user experience therefore remains suboptimal, as the manual processes for client acquisition, onboarding and support in offline channels often hamper operational efficiency and customer convenience…

Today, innovative digital platforms are enabling service providers across all businesses to sprint ahead towards a digital tomorrow that offers enhanced business efficiencies, convenience and agility. Everyone is increasingly accessing products and services on demand via digital channels and mobile apps and multiple industries are being transformed by this unprecedented wave of consumerization. Telecommunications is aiding and driving this evolution with state-of-the-art technologies. The sector itself is also transforming extensively on the B2C front with rapid use of digital platforms and processes which has enriched the lives of customers with a digital experience. The conventional B2B segment is however still largely offline. The user experience therefore remains suboptimal, as the manual processes for client acquisition, onboarding and support in offline channels often hamper operational efficiency and customer convenience…

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