Technology innovation, evolving customer demand, and heightened competition are continuously reshaping business for Communications Service Providers (CSPs). In response, CSPs are under pressure to quickly introduce new digital products and services to market and provide a consistent and compelling experience to consumers across touchpoints. The key challenges CSPs face include inconsistent customer experience across channels, fragmented or incomplete customer journeys, and inability or limited ability to provide self-service capabilities. This is primarily due to the presence of legacy platforms that provide no or limited support for newer technologies.
Omnichannel transformation enhances customer experience, reduces total cost of ownership, and enables faster time-to-market. Omnichannel helps CSPs reimagine their customer journey, identify areas for process and system optimization, and include the creation of cross-channel modular components. A Digital overlay platform with single platform omnichannel capability can help support newer technologies offering new features such as self-service, consistent customer experience, and a centralized view of their customers.