“If your partners don’t have to talk to you then you win.”
Put another way, the best form of customer service is no customer service (ie your customers and/or partners are so delighted with your automated offerings that they have no reason to contact you). They don’t want to contact you anyway (generally speaking). They just want to consume a perfectly functional and reliable solution.
In the deep, distant past, our comms networks required operators. But then we developed automated dialling / switching. In theory, the network looked after itself and people made billions of calls per year unassisted.
Something happened in the meantime though. Telco operators the world over started receiving lots of calls about their platform and products. You could say that they’re unwanted calls. The telcos even have an acronym called CVR – Call Volume Reduction – that describes their ambitions to reduce the number of customer calls that reach contact centre agents. Tools such as chatbots and IVR have sprung up to reduce the number of calls that an operator fields.
Network as a Service (NaaS), the context within Guy’s comment above, represents the next new tool that will aim to drive CVR (amongst a raft of other benefits). NaaS theoretically allows customers to interact with network operators via impersonal contracts (in the form of APIs). The challenge will be in the reliability – ensuring that nothing falls between the cracks in any of the layers / platforms that combine to form the NaaS.
In the world of NaaS creation, Guy is exactly right – “If your partners [and customers] don’t have to talk to you then you win.” As always, it’s complexity that leads to gaps. The more complex the NaaS stack, the less likely you are to achieve CVR.