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  The future of contact centers is undergoing a significant transformation driven by technological advancements, evolving customer expectations, and changing workforce dynamics. As businesses try to deliver superior customer experiences, contact centers are at the forefront of this evolution, embracing innovative strategies and technologies to meet the demands of a rapidly evolving landscape. 1. AI-Powered Automation: Contact centers are increasingly assuming Artificial Intelligence (AI) and machine learning to automate routine tasks, streamline processes, and enhance customer interactions. AI-powered chatbots, virtual assistants, and interactive voice response (IVR) systems can handle a wide choice of inquiries, improving efficiency and providing quicker resolutions. 2. Omni-channel Customer Engagement: The future of contact centers lies in providing seamless omni-channel experiences. Customers expect consistent and personalized interactions across various channels like p...

Towards 5G coverage lower than 4G?

 Reminder on the frequency bands used by 5G

The 3 frequency bands identified for 5G:

            The 700 MHz band, already allocated to mobile telephone operators (Bouygues Telecom, Free, SFR and Orange in France) carries far and can penetrate into buildings, does not, however, allow high speeds due in particular to a spectrum assigned limited to 30 MHz duplex (5 to 10 MHz duplex per operator); bolts

            The 3.5 GHz band, in the process of being allocated which makes it possible to deliver high and very high speed since no less than 310 MHz duplex will be allocated (between 50 and 100 MHz duplex per operator), but whose range and capabilities propagation in buildings is less (see below);

            The 26 GHz band, whose allocation schedule has not yet been decided, which will provide access to the promises of 5G (ultra high speed [1] , very low latency, etc.), but with a coverage limited to small cells of around a hundred meters in radius.

A gradual upgrade of the operators' sites

In France, among the obligations that the beneficiaries of the 3.5 GHz frequency bands will have to meet are those relating to the coverage of the territory, which are, for the first time, expressed in number of sites, and not in a rate of portable coverage to be achieved:           

Number of sites open in 5G (for each operator)  3000      8,000    10,500              100% of sites existing in the operator's fleet

In addition, in 2024 and 2025, 25% of the number of 5G sites deployed in France must be located in a “rural” area , defined by all the municipalities included in the “priority deployment area” 4G and the municipalities of “ industrial territories ”located outside urban units of more than 50,000 inhabitants, ie in total approximately 26,000 municipalities representing 30% of the population.

Thus, while in 1 st January 2020, the National Frequencies Agency (ANFr) were nearly 50 000 4G sites authorized to issue in France (all operators), it is possible to consider that the upgrade in 5G of the operators' sites (Bouygues Telecom, Free, SFR and Orange) will be done very gradually, could be spread over ten years, and concern the rural world only very sparingly.

Much less 5G coverage

In fact, in order to obtain 3.5 GHz frequencies, operators (SFR, Orange, Free, Bouygues Telecom) will not be required to create new sites.

Thus, with a view to this future allocation of authorizations for the use of frequencies in the 3.5 GHz band, the consulting firm Tactis took an interest in the possibilities of propagation in this band. To this end, using the ATOLL radio network simulation software, we simulated, on different topologies of the territory, a 5G network in the 3.5 GHz band [2] , and compared it to the extent of 4G network coverage in the 800 MHz band simulated from the same sites.

These simulations show a deterioration, at a constant number of sites, in 5G coverage and service levels.5G 

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