In 1969, when the NASA space program sent its Apollo 11 astronauts to land on the moon, they faced a colossal set of unknowns. After all, no human being had ever landed on the moon, much less walked on it. Fortunately, the technology and the systems held. Apollo 11 was a success.
Today, global enterprises that want to set up cloud-based operations in hard-to-reach markets can take a lesson from Apollo 11. It’s a remarkable insight into teamwork and extraordinary deadlines while taking huge risks – while relying on cutting-edge technology to go to unknown regions far from headquarters.
So when it comes to the complex question of how to set up reliable and compliant cloud-based operations in hard-to-reach markets, it certainly isn’t like going to the dark side of the moon. Far from it.
Setting Up Operations in Hard-to-Reach Markets
Multinational companies have operations that span from Angola, India, Brazil, to Thailand. Will a CIO ever be able to get an accurate picture of his global enterprise?
Successfully expanding your operations in emerging markets is no longer a journey to the dark side of the moon. But it’s no small feat either.
While each market presents unique challenges, several key considerations apply universally. Global enterprises need the assurance that their cloud-based operations far from the Western hemisphere will operate with the same performance and reliability with equal capability.
Local Partnerships Are Essential
Partnering with established local telecom and technology providers is crucial. They understand the local situation and can help navigate complex regulatory and infrastructure issues.
For example, ULAP Networks has an impressive track record assisting global enterprises in launching cloud-based operations across emerging markets like Africa, the Middle East, and Southeast Asia. Leveraging the expertise of ULAP and its infrastructure ensures your systems will be compliant and built to withstand unpredictability.
Compliance at Every Level
Maintaining data security and privacy compliance is mandatory. Be sure to fully understand GDPR, PCI DSS, HIPAA, and other relevant regulations. Implement systems to keep data protected and segmented by geography. Utilise technologies like AI and analytics to closely monitor for anomalies and generate audit trails. For example, leading providers like ULAP Networks offer solutions to simplify compliance across borders.
Flexible, Redundant Infrastructure
Bandwidth limitations and power instability are common challenges. Build redundancies to mitigate downtime risks. Consider a hybrid model combining cloud and local infrastructure. This balances cost efficiency with more control. Leverage technologies like SD-WAN to optimise network traffic and enable policy-based application access.
Omnichannel Customer Experiences
Today’s consumers expect seamless omnichannel interactions. Offer consistent experiences across channels like voice, chat, SMS, social media, and messaging apps popular locally. Cloud contact centres from providers like Genesys, NICE CXone, and Simplify360 offer the flexibility to scale channels easily.
Real-Time Analytics and AI
Harness the power of data to monitor operations and quickly address issues. With limited on-site staff, analytics and AI bots can provide visibility. Prioritise key operational metrics like system uptime, call volumes, wait times, CSAT scores and more. Tools like Salesforce Service Cloud and Zendesk incorporate these capabilities.
Monitor Agent Burnout In BPOs Before It Burns Up Your Customers
Agent burnout leads to low customer satisfaction scores. Dissatisfied customers can and do post bad reviews. It’s a downward slope of lost revenue.
Where possible – with the cooperation of the BPO – use AI and analytics tools to improve data gathering in BPOs. Speech and text analytics software can monitor and evaluate agent-customer interactions to score performance, identify areas for improvement, and feed into training programs. AI chatbots also log details of customer inquiries that can be mined for insights.
However, adoption is limited as most offshore BPOs are focused on cost reduction versus innovation. They can be reluctant to invest in new technologies. So, when setting up a relationship with a BPO, insist on data transparency, even if it means partnering with a call compliance company like CallCabinet, which offers advanced analytics and AI solutions.
If they could land on the moon, expanding to emerging markets is easily achievable by comparison. Conduct due diligence to understand requirements and risks. Partner with ULAP for resilient infrastructure leveraging cloud and local networks. Prioritise compliant, omnichannel customer experiences backed by advanced analytics and AI tools from CallCabinet.
With the right partner, your global footprint can successfully grow. Because it’s no longer a moon shot to reach emerging markets.
ULAP Networks has assisted Fortune 500 companies with our coverage in over 113 countries, specializing in cloud solutions for complex jurisdictions.
We work with leading SaaS platform vendors, including CallCabinet, that provide AI-driven business insights and sophisticated emotional sentiment analysis to help global enterprises connect with their remote operations.