Network Evolution: AI Set to Disrupt Customer Engagement for CSPs


By Zia Askari |

With its innovative solutions powering network evolution, GENBAND is ideally poised to play a pivotal role in this space

As more and more Communications Service Providers (CSPs) look for better customer engagement possibilities – Artificial Intelligence is set to disrupt the space of customer engagement.

Empowering network evolution and cloud based real-time communications for its global customers – GENBAND is putting great effort towards realizing the full potential of AI in terms of enabling next generation ready solutions that can help CSPs dynamically scale their networks and hence push them towards better growth prospects.

Speaking on the emerging trend of Artificial Intelligence, Greg Zweig, Director of Solutions Marketing, GENBAND, said, “We expect AI to fundamentally disrupt the customer engagement process.  As that happens, scalable cloud communications will become even more important.  While most of today’s communications are person to person, it’s likely that person to machine and machine to machine (including IoT) will be the majority of communications in the future.

Those machine services will be anchored in the cloud, driving even more communications traffic into those networks.  (To put it in context, a call to resolve an issue with your PC would go to an intelligent agent in the cloud vs. a call center agent at the manufacturer’s building.)  GENBAND continues to invest in Network Function Virtualization (NFV) services that enable CSPs to create and dynamically scale their networks to reflect these new requirements. We are also one of the leaders in the scalable media processing technologies required to make this happen. In addition to connecting the raw call traffic, GENBAND is focused on creating solutions that use AI to deliver new services,” he explained.

GENBAND is set to put spotlight on topics such as this at its upcoming product innovations and solution showcase at its global mega-event Perspectives 17 in Los Angeles, California.

Perspectives17 will feature a unique Solutions Showcase, highlighting the latest innovations from GENBAND Ecosystem and provide invaluable networking opportunities among its enterprise and CSP customers.

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