5G Will Transform CX And Role Of Contact Centre Agents
.jpg)
Nick Beardsley, Enterprise Director at Cloud Telephony and Unified Communications (UC) provider, Olive Communications, examines how the hotly anticipated 5G technology will be a step change to mobile working, and the positive impact this will have on the flexibility and scalability of a business’s customer service centre and the role of the contact centre operator.
The next generation in mobile technology has been dubbed as ‘here to change the world.’
Nevermore is this true than for the contact centre industry. 5G, with its superfast speeds of around 10 times greater than 4G, according to Vodafone means even greater quality, ultra-high resolution video calls (the same used for commercial digital cinema) and much quicker downloads to mobile devices. 5G’s use of millimetre wave spectrum enables the technology to support more devices – one million per square KM compared to 4G’s 4,000 devices – so more uninterrupted video streaming and voice calls.
5G in the contact centre
Greater speeds and capacity for a larger number of connected devices will empower the customer service operator to work anywhere at any time, whilst delivering a faster and more efficient service, often remotely, enabling greater flexibility.
5G will allow for the delivery of even greater customer experiences through speed, efficiency and next-generation AI integration. AI is already rapidly establishing itself across Contact Centres via chatbots, virtual agents, agent assist technology etc and, according to Olive’s own recent research, is radically transforming the role of the contact centre agents.
Olive’s study into AI in the contact centre revealed that 60% of customer service operators now work from home. 59% feeling more empowered, motivated (51%) and positively challenged (23%) as a result of the technology available to them.
This, in turn, can transform the contact centre’s service delivery, productivity and operating costs; fewer overheads, faster productivity and opportunity for increased sales. For example, video interactions will become the norm. Agents will be able to push content to the customers’ mobile device in real-time, and digital interactions will be managed at lightning speed – all increasing customer loyalty.
But, one can argue, as 4G is already providing consumers with an immersive experience – and even that is yet to have full adoption throughout the UK, what will really be the difference? The answer? Opportunity for exponential growth. As the National Infrastructure Commission (NIC) stated in its report, connectivity had become a “necessity” in society and 5G will play a crucial role in the economy.
What are the challenges?
Overall, it remains a big challenge to deliver 5G in the UK. There is a lack of dark fibre and numerous infrastructure challenges, not to mention that the rollout of 4G is still ongoing. In a Parliament report, The International Telecommunications Union (ITU) identified
‘investment risk and uncertainty’ as an important policy challenge for 5G deployment and urged policymakers to ‘focus on boosting 4G networks while 5G investment cases develop.’
That said, Vodaphone’s 5G network has now successfully gone live in seven UK cities, including Cardiff, London, Manchester and Glasgow, plus a focused regional rollout, and further cities to follow.
In reality, it may be sometime before businesses are able to truly harness the potential for 5G beyond mobile telephony until all the networks go live. In the run-up to this, however, it’s important to be prepared by having a cloud-based digital strategy in place that accommodates for 5G’s arrival, so the organisation is ready to reap the benefits for when the time does come.
source contactcentres
Industry: Unified Communications
Latest Jobs
-
- Account Director | Cyber Security Consulting | UK - South East
- London
- N/A
-
Account Director | Cyber Security Consulting - Financial Services | UK - South East. New Role due to Growth We are looking for an experienced Account Director to develop and expand existing relationships across the financial services sector, working with investment firms, asset managers, private equity groups and strategic partners to deliver intelligent cyber consulting and a bespoke Cyber product offerings. You will act as a trusted advisor, helping organisations strengthen digital resilience, manage third-party and regulatory risk and adopt a proactive approach to cyber assurance. Key Responsibilities Manage a defined portfolio of financial clients, understanding business priorities and aligning tailored cyber solutions. Drive new client engagement while nurturing existing partnerships through a consultative, long-term approach. Present the benefits of advanced cyber services including threat intelligence, vulnerability management, incident readiness, and continuous risk monitoring. Collaborate with technical and delivery teams to ensure smooth engagement from proposal through to implementation and ongoing support. Prepare proposals, negotiate commercial terms, and clearly articulate value and business outcomes. Build trusted relationships at senior and board level. Ideal Profile Strong background in cybersecurity, consulting, or risk management within financial services. Skilled communicator with proven success managing and growing key accounts. Able to translate complex technical insight into commercial and strategic value for clients. Confident engaging with senior stakeholders and decision makers. Please note: Sponsorship is not available.
-
- SOC Analyst- Level 2- Hybrid Greater London
- London
- N/A
-
SOC Analyst- Level 2- Hybrid Greater London New opportunity created through continued growth. We’re looking for a SOC Analyst (Level 2) to strengthen a growing managed security team. You’ll work hands-on with Microsoft Sentinel and Defender XDR, investigating alerts, responding to incidents, and helping improve how clients stay protected. This role is ideal for someone who enjoys unravelling security events, thinking critically under pressure, and making a real difference day to day. What you’ll do · Investigate and respond to security activity across SIEM and endpoint tools · Analyse network and log data to uncover real threats · Support automation initiatives to streamline response processes · Help maintain visibility, data flow, and performance across SOC platforms What you’ll need · Practical experience using Microsoft Sentinel and Defender XDR · Confident working with KQL or similar query languages · Understanding of attacker tactics and response techniques · SC-200 certifications would be nice. · Experience supporting multiple customer environments Please note: Sponsorship is not available.
-
- Senior SOC Engineer - UK - New role due to growth
- London
- N/A
-
Senior SOC Engineer – New role due to growth We are hiring a Senior SOC Engineer to take the lead across security operations for a growing managed service. You will lead detection, response and onboarding activity across multiple clients, helping shape how the SOC evolves. Expect variety; from fine-tuning alerts and threat hunting to supporting customers and mentoring junior analysts. What you’ll bring · Strong experience across SIEM, EDR, and threat detection tools · Confident working with customers in a managed service environment · Skilled in scripting or query languages such as KQL or PowerShell · Knowledge of frameworks like NIST, ISO27001, MITRE ATT&CK · Calm communicator with a problem-solving mindset · Experience with Azure Lighthouse or delegated access models · Prior involvement in automation or SOC improvement projects Location: South East England- Hybrid role Please note: Sponsorship cannot be offered now or in the future.
-
- SENIOR Cyber Risk Consultant. Cyber Risk consultancy - the right way. UK. Hybrid - Remote first
- United Kingdom
- N/A
-
Senior Cyber Risk Consultant needed. New position due to growth Seeking a passionate Cyber Security Risk Consultant who enjoys helping clients make a different to their business. Dedicated training budgets, Unlimited holiday structured career path, Work life balance guaranteed Cyber Risk consultancy done the right way. A successful individual will have experience working with clients to identify business cyber security risk. This is a remote first opportunity which means you will spend the majority of your time working remotely. You will however spend some time meeting clients as well as meeting up with the team on a monthly basis.. Some of the nice to have certifications. CRISC, ISO27001 Lead implementer, CISA, CISM, CISSP Unable to offer Visa sponsorship now or in the future.