Home Monthly Archives
Monthly Archives

October 2017


    Are chatbots finally getting their due?Its manifold abilities of easing business processes (naturally resulting in the healthy ringing of cash registers) have been met with a healthy dose of cynicism. Experts and analysts are cautiously optimistic about it-to bot or not to bot, that IS the question.

    How it Began

    But, wait, before we get down to the nitty-gritty, let’s go back briefly to where and how it all started. It all began (or at least is believed) as early as 1950, with Alan Turing’s intelligent machine. This was followed by ELIZA in 1966. Essentially, ELIZA was an intelligent agent that could conduct conversations very close (or at least perceived to be) to human interactions. Thereafter, this field was tinkered with aplenty in the seventies and eighties. The concept, however, didn’t actually take off until quite recently!

    So, why has the spotlight turned to chatbots? For a number of reasons, actually, none of which are surprising!


    All in all, it seemed rather within the natural order of things that chatbots grab the attention (and indeed, imagination) of the technology world.

    Is it in for the long haul? Yes, because customer experience management is the order of the day. The customer is always right. And that is an understatement. Naturally, then, brands don’t want to lag behind in the race for customers. The next obvious step? Turning their attention to chatbots, of course!

    And why not? Logically, chatbots are easy to invest in and don’t burst one’s pocket seams. They are easy to update in real-time, in tandem with customer data (and we all know how voluminous that can get!). This, naturally, helps the enterprise to help and serve their customers better. At the end of the day, it boils down once more to enhanced customer experience! Isn’t that the underlying idea, after all?

    Moving on, is it merely a flash-in-the-pan? Think Tay. Think Zo. Think The M Project. Though merely focusing on rogue bots to support this argument isn’t fair. Or viable. Here’s how-ironically, various reports have suggested that attempts to ensure that bots offer a near-human-like experience seem to have backfired. The “uncanny valley” theory, wherein a human’s response to a robot quickly turns negative if the bot appears “almost” human seems to be in play. The result? A less-than-ideal customer experience.

    Speaking of which, industry experts have gone as far as questioning the very concept-why does it exist? It doesn’t solve any unique purpose that doesn’t already have a solution. It is big-ridden, to boot. It isn’t (last but certainly not the least)an improvement on existing smartphones or applications. So, why?

    Let me leave you, dear readers, with a final point. Is the future success of chatbots merely confined to twiddling a few knobs to make adjustments? After all, the argument is that one has to ask the bot crisp and clear questions to get a coherent response. Is that it? To make it more utilitarian and specialized and voila, instant success?

    The bottom line -are chatbots ready to take their rightful place or ought a million more debates focusing on the dangers of the concept, as opposed to the advantages take place? Where does it end? Does it, at all?

    October 25, 2017 0 comment
    0 Facebook Twitter Tumblr Pinterest

    With the global A2P SMS market set to grow by 4.4% per annum by 2025, strong growth in the enterprise messaging sector is expected. The global A2P SMS market is projected to be worth US $83.03 billion by the end of 2024 as compared to US $57.27 billion in 2015. The three values of enterprise messaging system – enhance customer engagement, improve brand loyalty and increase business revenues, have driven the immense growth in the enterprise messaging market since the last few years.

    If you see the device trend for mobile connections, there are two segments- smart-phones and feature-phones. The share of smart-phones and feature-phones is 55% and 42% respectively of the total connections. This indicates a large opportunity for telecom operators to monetize their enterprise messaging solutions. Operators in-fact have identified this very-well leading to the rise in the enterprise messaging today.

    Factors leading to the rise of enterprise messaging

    • Enhanced customer experience

    Enterprise messaging system has enhanced the customer experience totally. Since these solutions come with cloud environments or managed services, they have enabled the telecom operators to enrich the user experience and improve productivity.

    • Boosting the A2P monetization opportunity

    Enterprise messaging solutions have opened arrays of A2P services for the MNOs and has led to the generation of additional revenues with lesser cost.

    • A secure messaging solution

    It has offered security with respect to message delivery options and connections, ensuring delivery of sensitive information and files to smart-phones or feature-phones with highest security.

    • Smart analytics & reporting

    The smart analytics & reporting feature of the enterprise messaging system has enabled the MNOs to get the detailed visibility into service usage and delivery reports. The reports are of advanced graphical views that help to check the health of the executed campaign. It has enabled the operators to wisely learn about the customers, their likes and effectiveness of the campaigns.

    • Enabling a controlled environment

    These solutions have provided complete control to the MNOs such that they can control all user access through ‘Role Based Access Control’ mechanisms. This feature has widely benefited the operators by enabling them to get a controlled access to view reports, message details and manage marketing campaigns. Providing a high level of control to an enterprise is the major factor leading to the growth of enterprise messaging.

    • Global Reach

    The enterprise messaging system comes with vernacular support to serve global markets very effectively. Having a global reach in the Middle East, Africa, APAC and Latin America has led to its rise in the current market scenario.

    Real-life Applications of Enterprise Messaging

    • Many telecommunications companies have achieved breakthrough in-memory speed for processing, analyzing and manipulating their data by using enterprise messaging solutions.
    • One of the instant messaging app has now revolutionized itself by building a unique social community for its users across the globe. By deploying enterprise messaging solutions, it has made possible connections among people, between users and vendors, and between users and organizations. Its in-app purchase function has enabled brands to do better-targeted campaigns and one-on-one customer interactions via the messaging and chatbot channels.
    • A leading telecom company who was looking for a way to upgrade its offering for key banking clients, and introduce new services for their larger enterprise clients has reaped greater benefits by deploying enterprise messaging solution. The company brought its clients a significantly wider service portfolio and this enabled an efficient A2P SMS monetization through tools, resources, support, upgrades and maintenance. The telecom company has now successfully closed a series of enterprise deals.

    How enterprise messaging is used in Telecommunications?

    • Campaign management

    Telecom operators are known to widely use the campaign manager, a cloud-based solution of the enterprise messaging system, to create and launch highly engaging, integrated marketing campaigns. Thus, enterprise messaging is significantly used in creating customer-centric campaign management.

    • A2P messaging platform

    Enterprise messaging systems is used by MNO’s to have a flexible cloud-based A2P service. This service equips them with an exceptionally robust set of text messaging capabilities, allowing for instant and secure communications. It is used by telecom operators to offer turnkey mobile messaging to enterprises in the rapidly expanding A2P messaging market.

    • Multimedia messaging

    Multimedia messaging is another application of enterprise messaging system which is deployed by the MNOs to make an impact on customers and partners using a diverse range of rich media content.

    • Push notifications

    Another significant use of enterprise messaging, push notifications, is used by MNOs to reach iOS and Android devices over IP.

    • Location-aware messaging

    Telecom operators have powered this service to leverage the location of customers and employees for more impactful mobile messaging campaigns.

    The future of enterprise messaging

    • Collaboration of A2P messaging

    MNOs can collaborate SMS with other enabling technologies such as Wi-Fi, GPS, apps, QR codes, and social networks to create a comprehensive consumer service strategy.

    • Monetizing USSD Solutions

    There is still a large segment of mobile population using feature phone devices (See figure 1). That means USSD will have to remain relevant if telcos wish to keep their operational costs low.

    Traditional calls and SMS have been the cash cow for years and telecom operators have always used USSD as a self-service tool for customers. However, USSD has more potential in emerging economies where feature phones are still rampant. For example, enabling banking and payment services for feature phone users.

    • Enterprise partnership

    Telecoms and specialized messaging providers can go a long way if they unite their key strengths to shape and market the robust A2P SMS technology to large enterprises. It has been already implemented now, but large-scale implementation is necessary in the future years to come.

    • Plugging the gap in the current business communication domain.

    There is an opportunity for telecom operators to offer a comprehensive service which offers all streams of business communication. Such a service can leverage A2P SMS for scheduling, HR, notification functions etc.

    • Increasing the security parameter

    The potential for exploits and malware attacks is on the increase with the growing interconnection of devices. The future of enterprise messaging will focus more on reliably recognizing and securely communicating the networked devices one step ahead than the current scenario. It will offer more comprehensive encryption and authentication technologies in the future.


    Enterprise messaging has secured its spot as a vehicle for increased revenue, customer loyalty, employee communications and efficiency. Hence, MNOs must provide highly-reliable and value-added mobile messaging solutions to customers in the years to come.

    Telecom operators should further innovate their mobile messaging powered by enterprise messaging system to develop a rapid, cost-effective global messaging strategy.

    October 12, 2017 0 comment
    1 Facebook Twitter Tumblr Pinterest