Vocalcom: Transforming telcos

Ali Kassab talks about the challenges that telcos are facing in the region
Ali Kassab, executive vice president corporate growth ME Africa APAC of Vocalcom.
Ali Kassab, executive vice president corporate growth ME Africa APAC of Vocalcom.

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Ali Kassab, executive vice president corporate growth ME Africa APAC of Vocalcom, talks about the challenges that telcos are facing and how the company’s solution can help them transform their business model.

CommsMEA: How are operators in the MEA region embracing cloud data centre solutions?

The progress to embrace has been slow but steady. The main challenges remain. The transformation into digital business is the creation of new opportunities by blurring digital and physical world.

Another big challenge is the capability of operators to offer flexibility and scalability on broadband, connectivity and the availability of VoIP for enterprise services on dedicated connections. The new digital opportunities for CSPs will grow the adjacent market services and cloud computing shall see a 40% CAGR by 2017.

Vocalcom has been a pioneer in adopting the cloud model and is helping CSPs to adopt this transformation in order to generate new revenue for them.

CommsMEA: What challenges are operators facing when developing cloud solutions?

Many moving parts are impacting and challenging the digital industrial economy and stressing operators to build the right cloud solutions models.

To win the race to market, operators need to improve the reactivity to enable new products launch, updates and the time to launch. Over-The-Top providers are three to four times faster than operators.

Telcos have to transform their organisations and structures to be adapted to new market business models, especially in B2B. This is where software-defined capabilities like Vocalcom offering can leverage flexibility and dynamics CSPs need to embark large CSB enterprise offerings on cloud and achieve an aggregation centric model.

CommsMEA: What does Vocalcom offer to enhance operator’s customer experience?

Vocalcom has a variety of solutions to design customer experience and engagement journeys.

Our solutions unify customers’ interactions across all channels, analyse customer behaviour, context and profile, and engage them with the right resource.

The unified Vocalcom back-end desktop integrates core business (CRM, ERP) with a powerful knowledge management base and business process guidance to improve response time.

CommsMEA: What is Vocalcom’s main difference compared to its competitors when offering solutions to operators in the region?

Fully end-to-end integration, with a powerful customer experience and engagement designer to offer the best journey.

Vocalcom solutions offer as well powerful and flexible business process and knowledge management tools designer to customise employees’ screens by offering a step-by-step navigation in order to respond the best way to customers’ requests and engage with them across different channels.

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