Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

The Intersection of Real-time Voice and AI - Can Service Providers Turn Dumb Pipes Into Differentiated Services? - Dialogic - ContactCenterWorld.com Blog

The Intersection of Real-time Voice and AI - Can Service Providers Turn Dumb Pipes Into Differentiated Services?

Ah, the pain of being called “boring,”, “not innovative,” “commodity,” or “dumb pipe,” and recently being spanked
 by the CRTC (Canadian Radio-television and Telecommunications Commission – the equivalent of the FCC in US) for trying to offer a “free data” ride to certain OTT services to differentiate and attract users.  Can we say the service providers are struggling?  Yup! It has been tough and not a lot of fun.

 I will not dwell on what’s apparently obvious or continue to jump on the bandwagon with the rest of the finger pointers. Rather, I want to take you on a fun trip into the future - a future where at least some of service providers will possibly take the spotlight.  If massive corporations like IBM and Oracle can continue to “steer the ship” to be relevant and not end up like DEC, Polaroid, and Blockbuster Video, so can global service providers.  They will just need to change the way they operate and innovate.

Service providers have an absolutely incredible asset. They have access to millions of customers, but they have lost touch with those users – or perhaps never had it.  Have you tried calling Verizon, Bell, Telefonica, or Rogers?  If it’s because of a problem, why are we having to call in the first place?  Perhaps that could already have been figured out by the service provider and solved automatically so customers never need to attempt a call.  Here’s a question for you.  Can we please get rid of the old school IVRs that ask you to select your language and give you a set of random numbers to select while you’re hoping to talk to a human? That’s just cruel in this day and age. Sorry, I said I would not poke!  Back to the future.

Artificial Intelligence (AI) is starting to touch our daily lives; we have robots that clean our floors, cars that self-park, and an intelligent personal assistant app on our phone that not only answers our questions but also can turns on the lights in our home.  What is the next touch point when it comes to how we communicate?  Can AI be something we can hope and expect from our communication service providers?  Can AI be “connected” to the traditional services like voice and messaging? The answer is yes!

As a consumer, I want you to imagine a future where you have all your communication needs (messaging, voice, and video) assisted by intelligent automated bots that utilize artificial intelligence to turn current dumb IVR systems into exceptional experiences.  Can you picture the following scenarios?

  • Can I ask my Amazon Alexa to make phone calls? “Alexa, call grandma.”  Surely that functionality belongs inside the service provider wheelhouse
  • Can my messaging understand when I’m super busy (perhaps at a birthday dinner) and have an automated intelligent dialog with the person messaging me?
  • Can I get a family-friendly voice and video conferencing app so that my kids in different parts of the world interact with their grandma or participate remotely during family events?
  • Can the TV service send me a push notification when my favorite event is live on the screen or maybe enter the event into my personal calendar?

All the above scenarios are doable today, and the reasons why these actions are not ubiquitous is not a technology problem.  It all has to do with three major roadblocks:

  • Silos: For many years, service providers have been buying random “things” from random vendors. Most of those “things” are their own silos and do not interact much or at all with other “things.”
  • Integration: The “things” both in the service provider network and in the Cloud need to talk to each other and be available for developers to leverage seamlessly.
  • Speed: Service providers need to put together an environment where new, differentiated, exciting, useful, and valuable applications and services can be designed, developed, tested, trialed, and deployed FAST – not years, but months or even less!

Changing will be somewhat painful.  Like as it was for developers moving from waterfall to agile development methodologies, speed and agility will need to be a key component to any new product introduction.  Some ideas will fail, some will get adopted, and few will expose new killer apps that will bring amazing new solutions to the users.

The AI market is starting to heat up with the usual suspects including Apple, Amazon, Google, and Microsoft.  Few service providers are moving in aggressively (Orange with Djingo) as they are afraid to partner with above “motley crew” but most are still wondering how to approach this fragmented space.

Dialogic is focused on helping service providers break into new applications and solutions quickly with our DialogicOne™ suite of solutions.  We work on next generation solutions that bridge the silos and integrate platforms to create innovative applications quickly.

We are experts in telecom with over 30 years of experience as well as architects of next generation applications and services for the service providers globally.  We have solutions to address the roadblocks service providers face, and a proven track record working with them to leverage the past and move aggressively into the future.

Next time, we will dive into the absolutely “Wild, Wild West” called the Internet of Things and how service providers can leverage that revolution for their return to the spotlight.

Cheers - here’s to the future!

Source: http://blog.dialogic.com/blog/the-intersection-of-real-time-voice-and-ai-can-communication-service-providers-turn-dumb-pipes-to-differentiated-services

Publish Date: April 28, 2017 5:00 AM


2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
PH: 612-601-1095

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300
 



View more from Dialogic

Recent Blog Posts:
Scaling in the Cloud – Avoid Flying Too Close to the SunDecember 17, 2019 5:00 AM
SD-WAN’s Relationship with UCaaSDecember 12, 2019 5:00 AM
Hearing and Seeing the Difference in UC PlatformsNovember 7, 2019 5:00 AM
Microservices Architecture – What is it, and why should I care?October 31, 2019 5:00 AM
Panning for “Killer Apps” in the Gold Rush of 5GFebruary 14, 2019 5:00 AM
The Dialogic BUZZ UC Platform Swiss Army KnifeOctober 24, 2018 5:00 AM
DialogicONE - IoT SolutionsOctober 22, 2018 5:00 AM
Dialogic PowerMedia MRF – A Solution You Can Depend OnSeptember 25, 2018 5:00 AM
Enabling WebRTC with the Dialogic PowerVille Load BalancerJuly 16, 2018 5:00 AM
Telecom Meets Digital: The Importance of Establishing ControlsMay 24, 2018 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =