Surviving in a forever evolving digital revolution can be challenging in any industry, from healthcare to banking, retail to insurance, e-commerce to even telecommunications, and the message is clear – if you’re not transforming, innovating, optimizing, and evolving then you’re dissolving.
Today’s challenges are a stark shift from the methodologies of the past:
- Long development cycles → fast agile deployments
- Silo technologies → fully integrated environments
- Major investments → scaling with growth
- Technology focused → user experience focused
- Network-only deployments → cloud / hybrid flexibility
In the midst of this evolution, Communication Service Providers (CSPs) are seeing their core voice and messaging services continuously erode while over-the-top (OTT) vendors are thriving by leveraging their ‘pipes’ for connectivity. Case in point, nearly half of the top apps listed on the Apple App Store use some form of real-time communications element within their services. CSPs are challenged to compete with the agility of an OTT – fact is agility is one of those things that is easy to say but extremely hard to ‘standardize’ on.
But this does not always spell doom-and-gloom as evolution (change) almost always yields opportunity. What I see when I look at the challenges is fragmentation and therefore an opportunity to create a fully integrated user experience. As the new ‘screen time’ feature on my iPhone likes to remind me, smart phones and the apps that run on them are capturing subscriber attention at an increasing rate. And given that CSPs own the connectivity into each subscriber, they have the first opportunity to capture that attention. CSPs control the network (IMS), the billing, and customer access, giving them the advantage over OTTs. In addition, I also see opportunity for CSPs to bridge the gap by combining digital with telecom to create a compelling user-focused solution that goes beyond connectivity. By leveraging network assets within their network, including security and location, CSPs can build the digital services their subscribers want.
Reach out if you'd like to discuss some of the innovative solutions being designed for CSPs using the DialogicONE service orchestration and application integration platform.