As you might expect of a utility service, the telecoms industry has come through 2020 relatively unscathed, The market for IT systems supporting telecoms providers barely declined in 2020 and is returning to low single digit percentage growth during 2021.
Many telecoms providers have significantly invested in customer engagement systems (CRM, mobile apps etc) to ensure a positive customer experience. Cloud-based telecom providers are stepping up their game by introducing smart features that will enhance internal collaboration among teams. Shared call logs, call comments, tags, etc., are the types of features they offer for ensuring smooth and friction-free collaboration between team members and establishing a clear workflow. In these times of remote working, adoption of these tools is high.
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