The telecom and media landscape could be perfectly positioned to benefit from the advantages offered by extended reality. XR has already proven itself as a powerful communication and collaboration tool that can connect people like never before. This gives telecommunications companies a new landscape to experiment with when it comes to offering communication services to brands.
At the same time, as the communications space becomes increasingly complex, with endless new technologies appearing in the market all the time, XR can also empower employees. The right solutions can improve training opportunities, improve day-to-day processes, and help companies achieve better CX results.
The question is, how do you build a business case for XR in telecom and media that your shareholders and business leaders can support?
Step 1: Consider Industry Changes
Companies in the media and telecommunications landscape must stay on the cutting edge if they are to survive in today’s competitive landscape. This means offering services and support tailored to the needs of their customers. Even though your company may not use XR solutions internally, it can be important to offer these tools to customers and clients.
For example, telecommunications companies could offer access to XR app-building environments and other accompanying technologies for brands wishing to enter the XR world. Things like 5G connectivity will be especially important for vendors creating new XR landscapes.
As concepts such as the metaverse become more appealing and companies seek more ways to engage with their customers using immersive technologies, media and telecommunications companies will need to ensure they consider the role they can play in the XR environment. Whether it’s delivering XR marketing campaigns, XR-enhanced sales strategies, or 5G connectivity for immersive experiences, don’t be left behind by the competition.
Step 2: Find opportunities to improve operations
In any industry, research is always ongoing to find ways to improve team efficiency and productivity. In the telecommunications landscape, the changing number of tools and services in the landscape is driving significant complexity in the workplace. Large-scale device inspection, maintenance and repair can require a lot of investment in talent and travel.
With XR, businesses can improve their day-to-day operations using a range of different tools. For example, an AR or MR solution will allow experts to evaluate a technology remotely, enabling faster inspection processes with considerable cost savings. Additionally, the telecommunications industry can also use extended reality environments to aid in the repair and maintenance of submarine and underground cables, as well as other advanced networking tools.
Identifying problems in a virtual environment can enable the use of automated systems and additional guidance to technicians in the area of failure. This means that issues with the communication ecosystem can be resolved more quickly, which improves the customer experience.
Step 3: Highlight opportunities to improve the customer experience
Speaking of customer experience, XR offers a great opportunity for all kinds of businesses to leverage new customer interactions. In the media landscape, experts can create engaging AR advertisements and VR experiences for customers on behalf of businesses, taking full advantage of the evolving metaverse and virtual event space.
In telecommunications, businesses can use XR to sell to and support their customers like never before. XR can enhance the entire customer journey, starting with immersive demonstrations of how products and services might work, and continuing with the use of VR manuals for users learning how to access a new system. Businesses can even create full immersive onboarding experiences, where customers are primed for success with insights into how each tool or service works.
With XR, it’s even possible to improve long-term customer service, ensuring engineers and technicians can walk customers through strategies on how to resolve common issues in a digital or augmented-plus environment. powerful. It also saves companies money when it comes to sending technicians to the field.
Step 4: Explore the benefits of better collaboration
XR is an amazing collaboration tool, allowing teams to share a space where they can connect on ideas, view reports and analysis presented in a range of different formats, and interact with digital assets. With XR, telecommunications companies can connect specialists and experts working anywhere in the world in a shared environment.
A telecommunications or media brand could provide a user with a pair of AR or MR glasses connected to a specialist who can offer real-time advice and assistance while the user is working on a complex task. This allows for better teamwork without having to have multiple people present in the same environment. The same technology can even help with field service technician support.
In XR, experts can learn about technologies in a collaborative environment, discuss trends using visual information, and work together to resolve complex issues such as outages in certain data centers. The XR environment powers a future of smart work experiences for professionals who don’t always work in the same physical environment.
Step 5: Review potential cost savings
Initially, implementing a disruptive new technology like XR in your business may seem like an expensive process. However, the reality is that the investment can pay off considerably in the long run. For example, using innovative environments for VR collaboration to bring your teams together on complex challenges can reduce the need for costly travel.
Ensuring your agents can access VR environments to plan fixes for complex telecommunications technology, then send the information they collect to frontline engineers can reduce downtime for various critical tools. It can also reduce the amount of money telcos lose honoring SLAs with customers, while improving customer satisfaction.
XR can also give you a powerful way to set yourself apart from the competition, which means you don’t have to work as hard to attract potential new customers for your brand. XR doesn’t just save money, it can also help brands make more money.