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The Telecommunications Sector in the Context of Digital Transformation in Latin AmericaNEW YORK, Aug. 30, 2016 /PRNewswire/ --
Frost & Sullivan, the global consulting company specializing in growth strategies, has published a report today on the impact that the digital transformation is having on the telecommunications sector in Latin America. Sponsored by Atento (NYSE: ATTO), the leading customer relationship management and business process outsourcing (CRM/BPO) company in Latin America and one of the three largest providers worldwide, the report provides an overview of the main challenges faced by the telecommunications industry in Latin America, the disruption caused by digitalization in this industry and the growing importance of customer experience as a source of competitive advantage. The main challenges faced by telecommunication operators in Latin America include:
In this competitive framework, an ever increasing digitalization of business processes and customer relations is occurring, forcing telecommunication companies to continuously review their business model and their consumer value propositions in order to adapt to a rapidly changing environment, as noted in the report. On the other hnd, telcos also have a fantastic opportunity to take advantage of their privileged position in the center of the digital transformation, not only as connectivity developers or providers, but also as value-added service providers and as guarantors of the relationship with over 500 million customers in Latin America. According to the report published by Frost & Sullivan, customer experience plays a fundamental role in this environment, where it becomes the best differentiating factor and a clear source of competitive advantage. As Juan Manuel González, Research Director at Frost & Sullivan for Latin America, says "Customer experience can be defined as the sum of interactions a person experiences with a brand via all their products/services and channels of communication. By 2020, customer experience will have evolved into the best differentiating factor for telcos, surpassing the product and the price." How, then, can we guarantee an outstanding customer experience?, according to the report published by Frost & Sullivan:
According to André Barreira, Director of Customer Experience and Innovation Solutions at Atento: "Omnichannel solutions combined with the use of analytics, big data and cognitive computing help us to better understand the life cycle of customers and their needs at any given moment. These solutions also allow us to make improvements in terms of efficiency in customer management processes and to improve the overall satisfaction of our customers." To conclude, according to the report by Frost & Sullivan, Latin American telcos are facing challenges inherent to an increasingly competitive market, which are in turn magnified by the impact of the digital transformation. In this context, customer experience (CX) ranks as one of the most powerful competitive edges that telcos can use to increase their revenue. Omnichannel solutions combined with analytics allow them to map and better understand the life cycle of their customers, therefore enhancing the value for the customer. In this way, offering a superior CX has become the fundamental differentiating factor between a growing and a declining business. To access the full report click on the following link: http://www.atento.com/news-room/thought-leadership About Frost & Sullivan About Atento Logo - http://photos.prnewswire.com/prnh/20150506/214260LOGO To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/the-telecommunications-sector-in-the-context-of-digital-transformation-in-latin-america-300320103.html SOURCE Atento S.A. |