As the worldwide wireless market growth slows year over year, Mobile Network
Operators (MNOs) seek new revenue opportunities, not through attracting new
customers, but by upselling existing customers. With 99% of businesses having
fewer than 500 employees, the SMB segment represents an untapped market that
could provide a valuable source of new revenue.
Over time, the communication needs of the SMB have been transformed by
mobility and messaging. Workers are predominantly mobile and expect mobile
experiences. Meanwhile, consumers have shifted from using voice as the primary
channel to contact the SMB to preferring to interact via text messaging.