/, Customer Engagement, Networking, Telco/When two worlds collide….

When two worlds collide….

Network CloudWhilst our hardcore clients will know that we are firmly established within the cloud / SaaS arena, more recently we have been foraying back to our roots.

For those of you who may not know, our humble beginnings was in the telco space, hence why we have always kept a close eye on what is happening in this industry. We can’t help but feel excited by the shifting landscape that we see on the 2015 horizon, namely Network Cloud.

Cynically, we have noticed that a vast majority of vendors who currently say they are cloud ready, are in fact just repackaging their existing services. However, we should expect to see some changes over the next year, in particular with Operational Support Systems (OSS). We fully expect networking quality and customer engagement becoming of fundamental importance, as we see service monitoring taking first place in front of network monitoring.

Through this shift we will see the processing of data becoming key, as real-time data processing will become integral to maintaining network quality, while CRM tools will help monitor customer engagement and satisfaction.

Plus, if we add voice-over LTE (VoLTE) into the mixing pot, there will be even more data being transferred across the networks, such as video calling, file sharing etc., which we anticipate will give rise to a more cost-effect data relational charging method. Certainly vendors will be looking to provide more dynamic cost packages, through carefully monitoring customers usage during the first three months of services, and offering up packages accordingly. Examples of which we are starting to see already, such as Ericsson who have launched their customer care program using CRM applications.

We always knew that one day, our two specialist areas would become inseparable…

Our team of recruiters specialise in telco, CRM and SaaS. Contact them now on rod@resourceondemand.com or 020 8123 7769 for further information.