Earlier this year, the onset of the pandemic forced countries across the globe to rapidly enact social distancing and lockdown rules to curb COVID-19’s spread. This drastic change seemingly pushed us into the remote working era, creating a phenomenon that virtually all communication service providers (CSPs) had to face – radically shifting service usage patterns.
These patterns have various contributors, one being the rapid creation of a largely remote workforce, as well as virtually all students shifting to attend online classes, leading to an upswing in video-conferencing use. To add to the strain, there was also a surge of voice calls as people had the desire for more human connection.
