The monetization of 4G and the growth in mobile money seem to continue to be big trends in recent years. In the meanwhile, African Telecom Operators invest more in new technologies and infrastructure, adopting new business models and improving customer engagements to stay relevant and profitable in the post-pandemic business environment.
Additionally, thanks to COVID, the trends which are evolved recently like contactless communication, social distancing, or working from home will continue to be relevant. Therefore, the communication service providers to update and improve their offerings such as expanding their 4G and internet coverage, and growing their mobile money in order to be aligned with these new evolving trends
The BSS/OSS and IoT providers in the region believe that these five major trends will run the telecom industry post-pandemic.
Increasing Demand for Data usage:
5G is the buzz of the town now but gaining the maximum from the existing infrastructure and handling this exponential growth in the demand for Mobile Data would be the major focus of maximum Telecom Operators after the pandemic. The significant increase in the usage of OTT platforms, social media and video streaming will drive the Telcos to focus more on providing seamless data connectivity to ensure customer retention and customer loyalty.
The MNOs may focus more on customized data bundles specific to the usages of the subscribers in order to drive and maintain the Average revenue per user (ARPU) and maintain sustainable revenue growth.
Contactless omnichannel service
A great Customer Experience is always a key differentiator. Post-pandemic, telcos are also investing heavily in providing the state of the art omnichannel customer engagement platform to the new generation of subscribers like the contactless service model or self-service model with AI driven automated assistance.
The African Operators may prioritize the improvement of self-service capabilities to reduce the cost of operation and minimize the waiting time for their subscribers. Integrating with National Identity Management systems also will help in providing personalized and secure access to several personalized services, like eKYC, SIM Activation etc.
Data Security
Due to the excess use of Mobile Data, data security became a challenge for most Telco operators. Therefore, CSPs may focus more on flexible geo-redundant solutions. The telcos may build internal expertise to avoid vendor dependencies and acquire the solutions themselves and may deploy managed services only for specific applications.
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