• The COVID-19 pandemic has generated a seismic shift in contact centers on multiple fronts.
• Almost overnight, the strategic role contact centers play in supporting the customer experience has entered the spotlight.
The COVID-19 pandemic has generated a seismic shift in contact centers on multiple fronts. First, almost overnight contact centers have transformed from physical locations filled with agents and their supervisors to having a virtual presence where all staff work remotely. Second, now contact centers are the result of an evolution from voice-centric call centers as they handle multiple channels. Third, with options for in-person service limited or unavailable, contact centers have become central to managing the customer experience. How has the metamorphosis of contact centers transpired? That question will be examined in this post.
• Indonesia and Vietnam have joined the 5G bandwagon in ASEAN with commercial deployments expected later this year.
• The forecast remains stable with 5G subscribers expected to grow from 600,000 in 2020 to 125 million and account for 16% of the total mobile subscribers in 2025.
October 2020 – Singtel Launches 5G Standalone (SA) Trial Network For Enterprises: Following the launch of its 5G non-standalone (NSA) trial network to the mass market in September, Singtel offers 5G SA network on 3.5GHz frequency band for enterprises to develop and trial 5G solutions. The telco also partners with Ericsson on dual-mode 5G core network solutions and mmWave to enable new enterprise applications and empower the country’s smart-nation initiatives. These initiatives are crucial for Singtel to gain a first-mover advantage as competitors (e.g., Starhub and M1) are expected to launch their 5G SA networks soon. Continue reading “5G Updates in ASEAN – Q4 2020: More Countries to Launch 5G This Year, Steady Growth Expected in the Next Five Years”→