Several studies have proved that the introduction of 5G will enable emerging technologies such as IoT to become a part of everyone’s life. It will not just lead to faster downloads, but will also play a crucial role in managing critical situations remotely, such as controlling heavy machinery to save a worker’s life or performing remote surgeries. The two combined together could become a game-changer across several industries ranging from manufacturing, automotive, home appliances to healthcare. According to Gartner, 59% of companies are planning to use 5G to support IoT across their business. It opens the door to several opportunities. But as with every technology, there are pros and cons to consider.

The telecom industry has witnessed rapid development in recent years. It has ushered in a global era of connectivity. Whether it is the IoT, 5G, or Application-to-Person (A2P) messaging, the telecom industry has been responsible for simplifying communication and making it faster. The transition to wireless connectivity, implementation of 5G, and increased usage of IoT devices are just a few of the several advancements made by the industry in recent years. It’s fair to call the telecom sector the backbone of life and business worldwide. No wonder the global telecom services market size was $1657 billion in 2020 and is expected to grow at a CAGR of 5.4% between 2021 and 2028.However, the rapid transformation and innovation have also led to rising security concerns such as cyber risks, revenue leakage, and even espionage or security compromises in the industry.
Gone are the days when customers had to wait on hold to resolve their queries. CPaaS has redefined customer support for enterprises. With automated services like chatbots and intelligent IVRs taking care of the basic and routine queries, customer support professionals get time to focus on queries that require nuanced interpretation and intervention. They can focus on creating a better experience for customers. CPaaS is also channel-agnostic. It can deliver consistent support across every channel.