Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

MWC 2016: Is ‘Digital Transformation’ a Mirage? - CSG International - Blog

MWC 2016: Is ‘Digital Transformation’ a Mirage?

So here we are again at the behemoth that is the GSMA Mobile World Congress – joining nearly 100,000 delegates and more than 2,000 other exhibitors, all packed into ten cavernous halls in Barcelona for four days in February.

During MWC, you expect – or at least hope - to hear the new insights, innovative ideas and front line intelligence that will help set your course for the next year. What’s often surprising, however, is what is not raised. No mention of ‘OTT’ at all, for example, in the Day One keynotes, traditionally the ‘marquee presentations.’ Very little talk of 'digital transformation.’ Little sign of the currently popular practise of loosely attaching 'digital' to anything telco, to indicate ‘new.’ I was surprised – the threat to operator revenues from new digital competitors hasn’t gone away, and we know that many operators are transforming their businesses, whether for reasons of cost and efficiency, to improve the customer experience, or to better deliver the new kinds of services into which many are diversifying. So it’s happening - but it’s not grabbing the headlines at this conference. 

I wondered whether I was observing a significant change of attitude among leading service providers.  Could it be that they’re genuinely ready to look forward, and that no-one wants to spend Day One talking about the legacy - even in terms of transforming it?

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

Slowly, slowly, the telecoms world seems to be becoming part of a genuinely new generation of communications and technology, best represented by that collision of communications, software and the cloud that we’re loosely describing as the ‘Internet of Things’ (which certainly wasn’t overlooked on Day One) and the emerging 5G concepts of ubiquitous high-speed low-latency networking, enabling everything from driverless vehicles to self-regulating wind farms to remote surgery to just about any other thing you can think of which would benefit from remote monitoring and automated management.

So is ‘digital transformation’ a mirage?

Actually, it would seem not. While it may not have featured heavily on Day One, it became more evident later in the week, in the Day Two and Three keynotes and in many breakout sessions and panel discussions – particularly those that focused on the ‘Industrial Internet’ and didn’t depend so much on operator participation.

An interesting departure over recent years has been the increasing involvement in Mobile World Congress of non-telco industries, as we recognise that the ‘mobile world’ isn’t just about smartphones and other consumer devices. As Richard Fain, CEO of Royal Caribbean Cruises observed, ‘we have mobile devices too; it’s just that ours weigh 200,000 tons and regularly seat 6,000 for dinner.’

The point wasn’t flippantly made. Though it’s not an obvious use case, communications and the internet are transforming the cruise business – partly by turning ships into satellite hubs that can support streamed entertainment and ship-to-shore communications for customer, but in other, smarter ways too. Online booking and remote check-in systems mean that customers can now go from quayside to cabin in twenty minutes – a process that used to take two hours or more. All crew are issued with Wi-Fi enabled tablets, not only to help them do their jobs but also to help them stay in touch with families at home that they may not see for months on end.

As Fain also observed, technology is not just about increasing efficiency and profits – though it has huge potential to do that – it’s also about improving the customer experience, not least by, in his own words,  ‘taking the crap’ out of day-to day transactions and processes and freeing us up to do more rewarding things. Smarter check-in means less irritable passengers and more time for the crew to work at improving the on-board experience for travellers.

Similar points were made throughout the rest of the show, about the power of digital transformation to radically change businesses and improve the customer experience. Mike Curtis, VP Engineering at AirBnB revealed that 30,000 guests used AirBnB’s online marketplace for their stay in Barcelona this week during the show - around 30% of total attendees. 

Real-time communications between the host and the guest is part of this – Curtis identified it as one of the fundamental pillars of the trust on which this service depends – and which is having a marked impact on the traditional hotel business; after a guest stays once at an Airbnb once, his or her preference for a traditional hotel over ‘peer to peer accommodation’ drops from 79% to 40%. 

So in the end it left me thinking – digital transformation certainly is happening, but maybe it’s not primarily a CSP thing. Communications – and mobile communications in particular - has long been a digital service business – most of us haven’t used an analogue service in almost ten years – and one which has continuously striven for better, faster, smarter processes for everything from installations to billing.

Many other industries, however, are only now changing radically – turning the hitherto analogue and physical into automated, digital processes - and this is where we find the new wave of ‘digital transformation’ with all its attendant characteristics of cost and efficiency improvements and a better customer experience – much of it highly dependent on the heavy lifting that CSPs have undertaken to support digital, real-time communications and operator platforms.

As William Ruh, GE’s CEO, observed at another session during the week, the last decade was all about the consumer internet. The coming decade is all about the industrial internet, and we’re on the cusp of astonishing change.


Publish Date: February 26, 2016 5:00 AM

2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

View more from CSG International

Recent Blog Posts:
The Power of Consistent Customer CommunicationsNovember 14, 2017 5:00 AM
Survey Says: If Content is King, Customer Experience Management is the Power Behind the ThroneMay 18, 2016 5:00 AM
FOMO: Fear of Missing Out on Digital Service RevenuesMay 6, 2016 5:00 AM
March Madness in the Multiscreen EraApril 1, 2016 5:00 AM
APAC Service Providers Weigh in on the Region’s Digital JourneyMarch 14, 2016 5:00 AM
MWC 2016: Is ‘Digital Transformation’ a Mirage?February 26, 2016 5:00 AM
Can CSPs Still Beat Netflix?February 11, 2016 5:00 AM
The Internet of Things: is the Game Worth the Candle?January 14, 2016 5:00 AM
Optimize Operations for Digital Growth – a Managed Services PlaybookDecember 4, 2015 5:00 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =