As customer expectations diversify and the operating environment alters, business communications tools have to be applied to the challenge of meeting the demands of a changing market. And within the organization itself, these tools must adapt as the business grows and changes over time.
While it may seem like a nice idea to remain in your comfort zone and not deal with the hassle of changing your office phones and business communications systems, the simple truth of the matter is that an attitude like this won’t keep you competitive. In extreme cases, sticking with tried and tested (but older) technology may even hamper your operations - and have a negative impact on your bottom line.
Take the move to Voice over Internet Protocol (VoIP) telephony and Unified Communications, for example. Many organizations have resisted a shift to this platform - despite its own proven track record of advanced communications features, improved business continuity, reduced costs, and increased efficiency.
But the world at large has warmed to VoIP - so much so that more traditional phone systems are being actively and officially phased out, in many regions. Any business that fails to make the switch will be at a real disadvantage.
Just as the approved communications infrastructure and operating environments for business may alter over time, so too will market conditions and customer purchasing habits.
For example, over 50% of consumers have been using their mobile devices to search for (and in many cases, purchase) the products and services they want. Any business that hasn’t equipped its staff and upgraded its call-handling practices to keep pace with this trend will have lost any edge it had over its competitors.
Growth And Evolution
Within the enterprise as well, conditions won’t remain static over time. New industry standards, operating practices, and technology will emerge. Personnel requirements will change, as fresh talent is recruited and existing staff move to different positions. Physical and geographical factors may apply, as new premises are acquired, or the business expands to various regions.
All of these will have an influence on the type of systems and equipment needed to run the business, and the nature of its communications set-up.
Smartphones and mobile technology have not only changed the way that people shop - they’ve become the foundation of an online economy that imposes significant demands on the way that consumers should be served by the commercial organizations they deal with.
24/7/365 support and availability are becoming the norm, with customers anticipating resolution or completion times that are as near to instantaneous as possible. And in order to deliver these levels of service, enterprises must empower their staff to collaborate with each other, gain ready access to information and resources, and communicate within the same time-frame.
In this environment, landlines and traditional phone systems simply can’t cut it, any more.
The digital economy requires advanced communications tools with global access, and real-time or near-instantaneous response. And these tools must cover a variety of platforms and apps, to allow for the multiple channels and different methods that people use to contact your business.
Future-Proof Solutions For Business Communications
To survive in today’s environment, businesses require a communications system that combines telephony, Live Chat, email, mobile app support, and social tools. All of this needs to be available across multiple operating platforms, with seamless integration between the various channels.
And to anticipate what the future may hold, that business communications platform must itself be open to change, and continuously evolving.
Net2Phone offers a full suite of voice and communications solutions, for businesses of all types and sizes, throughout the globe. Net2Phone’s integrated platform with phone, messaging, and chat provides the capacity and tools to manage your entire enterprise communications system from a single dashboard.
With new features such as advanced analytics, intra-company chat, and presence panels being added to the mix, net2phone is developing improved services, to usher businesses into the future.
If you’re ready to take the next step in evolution for your phones and business communications, get in touch with one of our net2phone representatives.
Publish Date: January 15, 2019 5:00 AM
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|3.)||Call Tracking Metrics|
Execute automated actions based on words spoken by your customer.
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
|8.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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