role of 5g in the contact center industry

5G Internet: Role & Impact On The Contact Center Industry


22 November 2022

Tracking, evaluating, identifying, and implementing is however the key. Every contact center can improve its ROI by monitoring and analyzing the aforementioned parameters. All it takes is a proper workflow and determination to work together towards a goal. If you are thinking of entrusting an expert in the field, C-Zentrix is always a dial away.

An outstanding customer experience necessitates a strong network. Even if your company has the most cutting-edge contact center solutions, they will be meaningless if the quality of your calls is poor or if connections are interrupted unexpectedly. Swedish gear manufacturer Ericsson has already made this statement that 5G subscriptions in India will cross 350 million, representing 27% of all mobile subscriptions by 2026. To enable seamless and effective customer conversations, the 5G service network can play a crucial part.


1. What are the general issues that a bad network causes a contact center?

2. What is 5G?

3. How does 5G impact the contact centers?


What are the general issues that a bad network causes a contact center?

1. Slow Internet Speed in a contact center

A network that in the past gave its consumers adequate performance may now be annoying them for a variety of reasons. In a contact center thus, it becomes an agent’s worst nightmare. No internet speed means connection breakage. Poor internet speed has also been one major problem faced by call center agents during their work-from-home period.

2. High Latency during calls in a contact center

The interval between you speaking and the other person hearing your voice is referred to as latency, commonly known as "lag." Delay irritates callers and cuts short crucial interactions. Conversations become quite difficult when latency values are high. Typically, phone calls are made between two distant locations. This implies that some natural delay will always exist. However, longer delays make it harder to have meaningful conversations. Numerous elements in the call chain contribute to delay. The number of network hops and the series of hardware elements that ultimately connect the call are examples of these. This lag or latency becomes quite prominent during video calls compared to voice calls.


What are the consequences?

Poor quality speech or video interaction via a network is a result of high latency. Significantly, latency very much affects how well ideas are conveyed. Collaboration within the workplace and consumer gets irritated when there are interruptions, which eventually reflects negatively on corporate operations. Poor latency frequently results in echo, overlapping voices, slow calls, interrupted calls, and messed-up voice, and video synchronization during conferences.

How to tackle these? The answer brings us back to the topic “5G”.


What is 5G?

The fifth-generation cellular technology popularly known as 5G, is a technological generational breakthrough where everything is brand-new, including the radio, core network, and spectrum frequencies. While the app economy and mobile video have advanced attributable to 4G's speed and capacity, 5G is a platform for completely new advancements.

It is basically the gold standard set for communications, allowing users to download data from the internet at faster rates. They have high dependability for data transmission and that denotes seamless data transport with an incredibly low latency of just one millisecond.

The 5G system consists of:


How does 5G impact the contact centers?

Enhanced Speed

Contact centers now will be able to work more efficiently because of the elimination of waiting. Even downloading large files is also possible at faster rates. Additionally, videos will load faster so that marketing campaigns can potentially achieve higher retention rates. The latency of 5G internet will be less than 1 millisecond, compared to 200 milliseconds for 4G internet.

Reduced Latency

Since 5G will have latency levels of less than 1 millisecond, users won't notice the difference from 4G's present latency levels of 40 to 50 milliseconds.

It is possible to enhance the quality of live video and audio so that better videos and multiple voice calls can be made.


Additionally, 5G will offer a more dependable network with fewer connectivity hiccups, making it more stable. The bandwidth can be changed to better meet the traffic flow with the use of 5G technology. Prior to 4G, each area was given a certain amount of bandwidth regardless of the type of traffic it was handling. This means that on 5G, bandwidth can be utilized from another route if one is congested.

A new generation of applications that can rely on bigger databases can be developed thanks to the speed and quality of the 5G connection.

Quality of Call

Low latency and frequent issues during peak hours are current issues with 4G, which results in poor call quality. It is not ideal if you need to make high-volume concurrent calls at once for your business.

Using software like a predictive dialer, 5G would be able to handle numerous concurrent VoIP calls and resolve this issue. With WebRTC becoming defacto technology for voice and video calls, 5G will provide a superior experience. Customers can get their troubleshooting done over HD video calls.

Internet of Things (IoT)

While inefficiently using the 4G LTE data capacity, the older devices and sensors have the ability to "speak" to one another. However, the adoption of 5G would enhance user experience, connectivity, speed, and efficiency. As per Gartner, there is an emergence of “Things” (IoT based) which will be like real customers but these “Things” can be gadgets that will require customer service.

Work From Home

Contact centers typically use big databases that are updated frequently. This was not feasible before 4G and earlier because of connection drops and the frequent need to refresh data. Mobile internet that is quicker and more dependable can handle the changing data and provide more reliability.

This creates opportunities for call centers to work with agents who are based at home or on the go utilizing their own 5G connections. The ability of contact center managers to conduct off-site meetings and monitor real-time data will be a huge advantage in ensuring that the call center is operating normally.

Self-service with VR/AR

An intuitive knowledge base will give way to AR/VR immersive experience. Customers can get better-guided assistance with VR/AR headsets. 5G network will create disruption as the VR/AR experience will have zero latency and will provide lesser need to connect contact centers. Also, customer service needs to be built within the VR ecosystem.

Artificial Intelligence

Contact centers may better collect data and analytics with the incorporation of 5G, dramatically improving the customer experience. Artificial intelligence (AI) enables businesses to collect client data and trends. When a customer calls in, you can, for instance, learn about them fast and learn what goods they now use and whether they have dialed before.

IoT, AI, and virtual reality applications will all be effectively supported by the low latency characteristic feature. Additionally, faster data transfer will benefit from increased bandwidth. Drones and sensors, for example, can all be connected to various devices using 5G technology.

Despite all of these advantages, 5G networks have clear disadvantages as well. They might cause the radio frequency spectrum to become crowded. More transmission towers and antennas may need to be installed in rural locations in order to improve network coverage. The current towers also need to be modified in order to handle the greater bandwidth offered by the 5G network. Furthermore, concerns regarding security and privacy continue to be major concerns.



Due to the acceleration of the Internet of Things, 5G will have a significant economic impact and further advance the fourth industrial revolution. The sensors and control units installed in facilities, machines, and logistics chains across industries will greatly benefit from its quick and dependable real-time data transfer.

Contact centers have offices all around the world to answer calls from clients no matter where they are. More flexibility would thus be added by 5G, enabling more remote agents and better customer service.


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