Broadband in the MENA region: Trends, Opportunities, and Challenges for Operators (page 3 of 3)

In order to limit the negative effects of factors such as loop length and limited network infrastructure, many operators are considering an xDSL solution—which combines ADSL2+ with "fiber to the node.

"There is potential for FTTP to reduce operating costs associated with the access network in the long term by simplifying the access network. In addition to fixed technologies, nomadic and mobile technologies—such as WiMAX and EV-DO—are evolving to the point where they can provide high speeds in an economical manner," added Hajj. "Mobile technologies offer "wireless anywhere" broadband connections that are maintained while a subscriber moves from cell to cell through the service area. Operators worldwide are beginning to seriously consider using these technologies to complement, or even replace, their fixed technologies."

Customer Service Models

As Internet and broadband use becomes widespread, installation becomes more straightforward, with simple self-installation kits and checklists available for new subscribers. As broadband use reaches beyond tech-savvy early adopters to the mainstream public, fewer new customers will be technologically adept, and operators will consequently be less able to rely on them to facilitate installation and troubleshoot problems. Higher levels of customer service must be backed by responsive customer call centers.

"Another way to improve customer service is to adopt remote methods for managing Customer Premises Equipment (CPEs), giving broadband service providers visibility into, and control over, home networking services. Such services greatly reduce operators' support costs, as well as customer downtime and frustration," said Halaoui.

"Customer service should be viewed as a core function for all broadband providers—even those operating in regions that traditionally lacked a service-oriented culture," concluded Hasbani.

Conclusion

Demand for broadband is growing in the MENA region, and there are numerous opportunities for telecommunications operators to capture a share of the market. In order to successfully do so, operators have to consciously make a set of decisions in a number of key areas, to ensure they capitalize on the opportunity.

Telecommunications operators that address these questions head-on and carefully develop a strategic approach to service delivery, have an excellent opportunity to seize a portion of the market by leveraging the growing consumer demand for broadband.