Many telecommunication companies are at a crossroads today. For years they grew steadily due to the popularity of mobile phones. But with smartphone ownership approaching the saturation point, carriers are looking for new sources of growth. That growth could come from their customers’ enormous appetites for data, video, content and more.
The challenge is that competition in the streaming video business is intense, and much of it comes from more nimble, non-traditional competitors.
To win in this market, telecom companies must keep their existing subscribers happy and loyal; and optimize every touchpoint they can create with new prospects. With lots of legacy processes and workflows to contend with, creating consistently positive interactions with customers and prospects is a tall order for many telecom companies.