No longer limited to providing basic phone and internet service, the telecom industry is at the epicenter of technological growth, led by mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue, with Technavio predicting that the global telecom IoT market will post an impressive CAGR of more than 42% by 2020. The driver of this growth? Artificial intelligence (AI).
Analogue telephone lines provide users with limited functionality. You can only have one telephone number per line (although you can have extensions, enabling you to have more than one handset), and you’ll only have access to basic call features.
Analogue telephone use is declining in the UK, due to the increasing popularity of mobile phones and internet based telephony systems. It’s likely to continue to fall as residential customers gain access to broadband services which don’t require them to have landline telephones, and those running businesses from home are able to modernise their telephone systems.
Digital telephone lines were first introduced in the late 1980s. They quickly became attractive options for businesses, as they provide far more functionality than analogue lines. Digital lines enable businesses to have multiple channels. They also allow companies to allocate Direct Dialling In (DDI) numbers to different departments and individual employees, so customers can get straight through to the person they need to speak to.
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Today’s communications service providers (CSPs) face increasing demands for higher quality services and better customer experience (CX). Telcos are capitalizing on these opportunities by leveraging the vast amounts of data collected over the years from their massive customer bases. This data is culled from devices, networks, mobile applications, geolocation, detailed customer profiles, service usage and billing data.
Telcos are also harnessing the power of AI to process and analyze these huge volumes of Big Data in order to extract actionable insights and provide better customer experience, improve operations, and increase revenue through new products and services.
With Gartner forecasting that 20.4 billion connected devices will be in use worldwide by 2020, more and more CSPs are getting with the program, recognizing the value of artificial intelligence in the telecommunications industry.