Competition in the communications landscape is growing, and service providers are feeling the pressure. Today’s leaders are constantly searching for ways to increase margins, at a time when many lower-yield services in unified communications are consuming their portfolio.
To differentiate and thrive in the modern world, service providers need a more intuitive way to leverage innovative new technologies like AI and 5G to retain and attract customers. In the past, many brands focused on offering over-the-top solutions, built onto an existing network. Business leaders experimented with applications, streaming services and contact centre software.
However, while these solutions held value, they also presented new challenges, from increased complexity and costs to lower margins. Network providers maintained most of the profits, while service providers struggled with the costs of running the network.
Fortunately, there’s another solution: building value within the network.
Bringing Conversational Data Into the Network
To maximise and increase revenue potential, modern service providers are beginning to shift away from over-the-top service offerings built onto the network. Instead, they’re focusing on simpler, less costly solutions derived from within the network.
Rather than simply focusing on monetising connections which allow customers to communicate via voice, video, and text, service providers can instead derive value from helping to enhance the conversations users have and improve the insights they gain from those interactions.
Through network embedded services, companies can turn conversations across every channel into meaningful data, which can then be fed through AI, natural language processing, and machine learning algorithms. The result is a chance to help customers unlock new opportunities from recording, understanding, and evaluating their conversations more effectively.
Dr Iain McCowan, Director of AI at Dubber, comments on the advancement of large language models for this purpose:
“With software like Dubber Moments, organisations no longer need to define complex keyword based rules to tag and mine call transcripts, but can instead rely on AI to understand the conversation and detect specific Moments of significance. These Moments can provide immediate value within a single conversation, and valuable insights emerge when these are aggregated in a secure, privacy-preserving manner across the organization. Visualizing these insights gives a birds-eye view of communication patterns and trends, transforming data into actionable intelligence to benefit teams, small businesses and large corporations alike. Traditionally, this level of AI was something that had to be customised and tuned for each business, but these new models are capable of high performance at tasks that are common across a broad range of industries, for example, to identify what people are complaining about, or what the actions are following a meeting.”
For instance, with a Microsoft Teams recording and conversational intelligence solution, service providers can give businesses a new way to enhance the value of their Teams instance. Rather than trying to download calls from Teams, PSTN connections and other platforms into different tools and analyse them independently, companies could leverage a service-provider branded platform for end-to-end unified insights.
Through the right platform, companies can provide businesses with an innovative way to improve their compliance strategy and examine their data in-depth. For instance, a service provider could create a platform where companies can store data, search for information using keywords, and leverage insights through sentiment analysis with AI.
The Benefits of Drawing Value from within the Network
While building solutions to work on top of a network can be time-consuming, complex, and expensive, finding ways to leverage value from inside of the network is much simpler. With an all-in-one conversational analytics and recording platform, for instance, companies can rapidly provide their customers with access to an all-in-one tool that works across any platform or device.
