Facing upheaval triggered by technological and economic influences, the telecom industry is investigating ways to cater to increasingly demanding, digitally-empowered customers, amid competition from a plethora of over-the-top players. All the while, it must achieve returns on its CAPEX investments.

To rise above the disruption, a Telecom’s first concern must be to become a customer-centric company. Telecom operators must completely redefine their relationship with their customers – they must transcend the mere provision of high quality connectivity. Today’s telecoms should be concentrating on operational efficiency, adopting a mobile-first approach, and providing personalized customer care. This means revamping existing customer-care strategies, turning customer service from a cost center into a profit- generating engagement hub.

Such capability can only be created by equipping call centers with advanced analytics that enable the personalization of every customer conversation.

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