Virtual assistants can improve CSPs’ omnichannel customer care strategies
Virtual assistants have become increasingly prevalent in the telecoms industry and are likely to reach mainstream adoption among communications service providers (CSPs) in the next 5 years. CSPs’ spending on virtual assistants will grow at a CAGR of 27.4% to USD2.5 billion worldwide by 2027, driven by initiatives to reduce pressure on call centres, improve customer satisfaction and reduce costs associated with call centres, which are unsustainably high for most CSPs.
CSPs’ spending on SaaS solutions for OSS and BSS will increase to USD15.8 billion by 2028
How GenAI will shape customer engagement strategies
Bit2win: CPQ for communications service providers