AI customer service, 5G and virtualisation are among the key technologies helping to transform the MVNO market
“Because people want to interact through digital channels, you know much more about them which, in turn, enables bespoke offerings”.
Technologies such as 5G, virtualisation and artificial intelligence (AI) are revolutionising the mobile landscape and overturning operators’ business models. This creates multiple opportunities for MVNOs.
For example, MVNOs that embrace AI-enabled customer service can lower costs and compete more effectively in an increasingly crowded market. And further into the future, when mobile networks are virtualised with 5G, the opportunity is likely to increase even more as a host of new use cases emerge.
The capabilities offered by emerging technologies are set against a backdrop of the consumer move to digital and online means of interaction. According to James Gray director at Graystone Strategy: “Everything is being serviced through digital, and young consumers find this appealing”.
It is already leading to cloud-based services, which Gray says benefit MVNOs by providing the ability to change things quickly and offer new products – such as cloud-based billing. “Also, because people want to interact through digital channels, you know much more about them which, in turn, enables bespoke offerings”.
Meanwhile, because consumers are increasingly keen to sign up with online-only MVNOs, there are opportunities to cut costs further, says Gray.
“The challenge for MVNOs has always been distribution and now they can be online only – which also allows cheaper customer service”.