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Writer's pictureRobert Galop

Unleashing New Growth Opportunities for Telcos and Service Providers: The Ultimate Guide to CPaaSAA's new Service Provider Playbook


The first ever CPaaSAA Service Provider Playbook was recently released, marking a significant milestone for the telecommunications industry.


This playbook is a treasure trove of information for telcos looking to grow their business: 80 pages of market insights & best practices, and a collection of 93 real-world communications solutions being used by companies of all sizes to enhance customer experience, boost operational efficiency, and achieve substantial growth.


As an advisory partner in the alliance, the Creo Solutions team had the privilege of getting a sneak peek at this comprehensive resource.


Our first impression:


We can't wait to bring these solutions to life for our customers. Whether you are searching for what's next, or you are struggling to justify investment in new offerings, this playbook provides everything you need to say "yes" to your next leg of business growth.

One of the solutions in this playbook helped a customer reduce their operating expenses by 35%

Real-World Results that Speak Volumes


We were amazed (but not surprised) by the real-world results from the solutions included in the playbook. Here are just a few that caught our attention:


  • 78% increase in first call resolution

  • 96% decrease in caller wait time

  • 50% increase in customer satisfaction

  • 35% decrease in support costs


For telcos currently offering services like SIP, UCaaS, and CCaaS, adding solutions that will generate these results can be a game-changer. But most telcos and service providers have been late to the game. Why is that?


  1. Until recently, it's been hard to build these solutions;

  2. It's been even harder to successfully bring them to market; and

  3. It's been nearly impossible to generate significant sales growth through their existing sales and marketing teams.


The great news is that these three issues are largely a thing of the past. As this playbook makes clear, telcos now have access to partners who will work alongside them to layer solutions onto their existing network, provide marketing and sales support to engage customers, and even support delivery of the entire solution after the sale.


 

Three Things You Need to Know

CPaaSAA calls the Service Provider Playbook a "cheat code" for telcos.


We couldn't agree more. Here are three key ways we're leveraging this playbook to supercharge growth for our customers:


1. Finding opportunities across the entire business


You are always looking for new ways to engage your customers and drive revenue growth. While it’s easy to focus on selling to IT buyers, there are opportunities beyond the IT department. The playbook includes solutions for various business units, such as contact centers, marketing teams, and application developers.


We can help you deliver solutions to buyers in the Contact Center, Customer Experience, HR, IT, Marketing, and Operations departments.

By addressing the needs of these diverse stakeholders, service providers can unlock new growth opportunities and capture a larger share of their customers' wallets.


One number stands out for us on this topic:


The playbook contains 74 real-world solutions for buyers in the IT, Contact Center, and Marketing departments.

That's the number of high-impact solutions we found in this playbook just for buyers in the IT, Contact Center, and Marketing departments.


These three departments often control their own budgets, making them perfect prospects as you look to drive sales success.


2. Industry-Specific Solutions for Broad Application


The CPaaSAA Service Provider Playbook offers solutions across 12 different verticals.

e-Commerce, Entertainment, Financial Services, Food & Beverage, Government, Healthcare, Logistics, Retail, Services, Technology, Telecom & Utilities, Travel & Hospitality

How many of your customers work in these industries today?


Notably, many telcos we work with have clients in financial services, logistics, and healthcare sectors. The playbook presents 27 solutions tailored specifically for these industries, offering significant growth potential.


Additionally, we found major opportunities in the Technology, e-Commerce, and Travel & Hospitality verticals, each showcasing compelling customer stories and impressive results.


And let's not forget ourselves! For telcos and service providers, there are 19 solutions that can be immediately implemented to enhance customer experience and operational efficiency.


3. Meeting Customer Needs with Key Solutions


While our industry is typically slow to adopt new technologies, our customers are increasingly interested in cutting-edge technologies like AI, automation, and omni-channel engagement.


The playbook addresses these interests with solutions across critical use cases.

Authentication & Security, Communications APIs, Conversational Commerce, Digital Transformation, Network Performance, Emerging Solutions, Omni-Channel Contact Center, Outbound Campaigns, Reminders & Notifications, Unified Communications, Virtual Agents.

Beyond the typical UCaaS and CCaaS offers, here are four use cases that we are really excited about:


  1. Digital Transformation & Omni-Channel Customer Experience

  2. Omni-Channel Customer Support

  3. Outbound Campaigns

  4. Virtual Agents


The playbook provides a total 48 high-impact solutions across these four use cases.


Because they are applicable to nearly every company, we believe every telco and solution provider should be looking how they can include some or all of these use cases in their product offers.


 

Let's Take the Next Step Together


At Creo Solutions, we are thrilled to have access to the CPaaSAA Service Provider Playbook, and we are actively discussing its solutions with our telco and service provider clients.


If you are interested in accelerating your business growth, here are three ways to get started:


  1. Contact Us Let's explore which solutions will best serve you and your customers.

  2. Check Out the Playbook Dive into the Service Provider Playbook to discover its full potential.

  3. Join Us at CPaaSAA’s Annual Summit From September 16-18 in Amsterdam, we’ll be networking and diving into market trends and solutions featured in the playbook.


Ready to transform your business? Reach out to Creo Solutions today and let's unlock new growth opportunities together.

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