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Evolution of a Service Provider


While there are major moves underway towards virtualization and eliminating interaction with subscribers, there needs to be a human touch when it comes to customer service, according to Eastern Oregon Telecom CEO Joseph Franell. The danger of commoditizing service provider products is that it will lead to frustrated subscribers, but the ones that continue to interact and serve their customers will stand out. Franell is also a firm believer that service providers should be conveners in their communities by helping businesses discover and define their goals.



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