Telecom Reseller / Technology Reseller News By cover art

Telecom Reseller / Technology Reseller News

By: Telecom Reseller
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  • Summary

  • AI, ChatGPT, CPaaS, UC, UCaaS, Cloud Communications, Collaboration, 5G and Mobility: We report on how the world communicates.
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Episodes
  • AI in CX, Quality Management and Contact Center Solutions: Why the Contact Center is Here to Stay

    AI in CX, Quality Management and Contact Center Solutions: Why the Contact Center is Here to Stay
    May 22 2024
    By Chrissy Calabrese, Vice President of Product Marketing at Playvox AI in CX, Quality Management and Contact Center Solutions: Why the Contact Center is Here to Stay To say that artificial intelligence (AI) has been written about frequently over the past year would be an understatement. There is probably one area where there are more expectations for AI than in customer experience. For many organizations, particularly in the telecom arena, contact centers are seen as cost centers, so those operating contact centers or holding support centers under their P&L are always seeking new ways to streamline costs in their business. While recent studies show the expected growth and impact of AI over the next decade, there’s also potential for job creation. Most experts agree that customer service jobs will be augmented and automated, not replaced. Many believe that by automating mundane tasks, we’ll be more productive, efficient, and AI will enable businesses to provide better customer experiences with more self-service options and help fix employee burnout. No matter what side you are on, the promise of AI is significant. In this article, we’ll discuss the history of AI being used in a contact center, how AI tools are utilized today, and the future of AI in improving CX. AI in the Contact Centers: Looking Back to Look Ahead Before we jump in and look at AI in customer experience today, it’s key to reflect and understand how AI has been previously used. Workforce Management Solutions Anyone who has worked in a service center for a long time is familiar with the teams of people, number of spreadsheets, and the hundreds of hours that have traditionally gone into creating schedules. There’s the initial analysis of determining when customer interactions come in (the hours when it’s the busiest), another analysis of which team members are available or not (noting special circumstances, when agents need to leave or any other schedule limitations), and then matching all this together to optimize schedules to deliver the agreed-upon service level agreements (SLAs) for response and wait times, and first contact resolution (FCR). One of the early ways that AI was leveraged was to optimize all the previous steps via a modern workforce management solution (WFM). WFM solutions automate the entire process outlined above and consider the most accurate real-time data to produce a schedule for your agents that accounts for hours and number of people needed, and the differences in agent availability — to create customer experiences in accordance with agreed-upon SLAs. This process is all done using AI. Chatbots Another tool that’s been in use for a few years is chatbots. These AI-powered virtual assistants can provide immediate responses to customer queries, offer product recommendations, and even help troubleshoot. As chatbots continue to evolve, they can handle multiple customer conversations simultaneously, help reduce wait times, improve overall customer satisfaction, and transform CX at the contact center. Personalized Customer Experiences Personalized customer experiences aren’t new, nor is the ability of AI to create these kinds of experiences. A few examples include: Using AI to provide relevant article recommendations on a website that relates to an article the visitor has already downloaded. In this case, a database saves information about a customer’s online identity and what they might have searched for or previously downloaded. Matching the caller ID with a record in Salesforce: Through robust integrations with Salesforce, this type of AI lets a contact center agent greet a customer by name as their phone number “pops” in the agent’s CRM when the contact calls. This type of AI has been in use for many years, and although it might seem basic, it’s still in action in the typical contact center. Whisper Technology Whisper technology is when an AI-type assistant “listens” to an agent’s in...
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    Less than 1 minute
  • Future-Proofing Contact Centers: Boosting Productivity and Revenue with AI, Data, and Automation, Convoso Podcast

    Future-Proofing Contact Centers: Boosting Productivity and Revenue with AI, Data, and Automation, Convoso Podcast
    May 21 2024
    “What ChatGPT does, is able to do, is just mind-boggling,” says Daniel Foppen, VP Product and Product Marketing at Convoso, an AI-powered contact center software for sales teams. “And especially with the latest version, the 4.0 model, this is really going to replace a big chunk of customer service agents. That's a full stop. I'm envisioning 20 to 30% within the next year or year and a half… Klarna, the payment service provider from Sweden, just released recently the news that they replaced 700 agents with ChatGPT virtual agents.” Daniel Foppen However, Foppen does not see workforce reduction. He sees workforce reassignment and growth. If you were staffing your call center to cope with surges of calls that occur at lunch time or other point on the clock or calendar, to filed inbound calls, you will now be reassigning those workers on outreach. From defense to opportunity. Foppen calls for a new approach to outbound call management. In this podcast we discuss… Call campaigns at Scale Leveraging AI and Automation Enhanced Data Insights … and we touch on how call centers can achieve higher closure rates on outbound calls. The technology change mirrors a significant role-playing change: the contact center from being a point of customer care to becoming a revenue center. About Convoso is a leading CCaaS contact center software provider for sales and lead generation teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to foster customer growth while supporting adherence to regulatory standards. Its omnichannel capabilities include conversational AI game-changer www.Voso.ai to scale sales and revenue further.
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    Less than 1 minute
  • Mitel meeting enterprises where they are, Podcast

    Mitel meeting enterprises where they are, Podcast
    May 20 2024
    Storied communications brand strives to meet customers where are on the migration path “It's a hybrid setting,” Martin Bitzinger of Mitel. “Some portions are going to be delivered out of the cloud. Other portions are maybe delivered out of some sort of private cloud that could have data sovereignty reasons, that could have security reasons, that could have performance reasons in terms of how real-time requirements, especially with AI entering the picture, there are fundamental requirements … or there could be cost reasons as well in many cases where it might be fundamentally cheaper to do things, one way versus the other. In late April, Mitel unveiled a unveiled a portfolio strategy emphasizing hybrid, vertically integrated, and multimodal solutions. In this podcast, Martin outlines Mitel’s view of how to best serve today’s enterprise. We demystify cloud communications and discuss digital transformation in practical terms. One of the big takeaways, in this podcast, is the acknowledgement of how different verticals will need different solution sets. A big focus is on frontline workers, almost half the workforce and the people everyone depends on for food, hospital, education, first responder, basic industries, and much more. We learn about Multimodal Capabilities for Frontline Workers. Visit www.mitel.com
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    Less than 1 minute
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