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The third and final day of RingCentral’s ConnectCentral user conference focused on innovation achieved, under way, and yet to come.
In addition to “sharing a vision and a strategy for collaborative communications, we want to show you how we’re bringing it all to life with a relentless focus on innovation,” Kira Makagon, EVP of Innovation at RingCentral, said in the day’s opening keynote. She also encouraged audience members to think of themselves as also “part of my team,” since customer demand determines what innovations are truly useful.
In addition to showcasing RingCentral’s latest cloud software, this was a day for showing off integrations like the latest RingCentral widget for dialing or texting from within Gmail and the potential of APIs such as the chatbot interface to RingCentral Glip.
One of the most important ways RingCentral has been innovating is by rethinking the connection between communications and collaboration and providing new ways for workers to navigate smoothly between different modes of interaction.
To dramatize how that can make a difference for a business, VP of Product Management Jose Pastor led a demo built around a fictitious retailer in the process of opening a new store in Boston. Here is the scenario:
“The goal here is empowering teams to get to the bottom of things quickly, with seamless integration,” Pastor explained. The store manager, who is rarely at his desk, was able to participate in all these interactions through his phone while others were on their computers.
Ultimately, the point is to speed resolution of business issues, such as solving problems at a critical time for a store opening, with smooth handoffs between RingCentral, Google, and Salesforce. “Ultimately, the goal is making you more successful,” Pastor said.
In a panel discussion, representatives from RingCentral integration partners Google, Salesforce, and Okta said they shared the goal of allowing multiple cloud applications to combine to serve their joint customers better.
“Best of breed is king in the cloud,” said Alex Salazar, VP of Product, Integration and Partner Ecosystem at Okta. His firm gets its insight into the trends from its role as an authentication service that allows people to sign into multiple cloud applications more easily. Almost every category of application is led by a different vendor, he said. “There is no one vendor that is really dominant in multiple categories.”
Doug Chaney, VP Business Development for the ISV Partners program at Salesforce, said the ecosystem of cloud partners expanding rapidly and artificial intelligence is starting to play a bigger role in making them all work together.
Pankaj Dugar, who leads the Alliance Tech Partners program at Google, agreed, although he said customers are tiring of the hype around API and looking for practical results. “If you talk to them about machine learning and productivity, what they want are really simplistic scenarios that they can go ahead and implement,” he said.
One partner showcasing its AI capabilities at ConnectCentral was Cloze with its smart chatbot integration with Glip and the RingCentral platform. Cloze CEO Dan Foody described his software as “somewhere between a CRM and a personal assistant,” a product designed to keep track of all your interactions with customers and potential customers across channels including email, phone calls, and social media. When the Cloze chatbot is connected to Glip, team members can ask questions like, “Who is the last person who talked to David Carr?” and get back a listing of the most recent email contacts as well as records from the RingCentral call log. Messages phrased as commands, like “Remind me to call David Carr tomorrow” can also be executed on the user’s behalf.
In a tutorial on how to build a chatbot, Foody explained that it is less challenging than you might think thanks to the advent of cloud services for natural language processing, a type of AI. “A lot of the heavy lifting in this can be done for you,” he said. “You can take advantage of the work done by the bot adapters, by RingCentral, and by AI services.”
RingCentral provides adapters for several popular bot software developer kits, including BotKit, the one Cloze originally started with. Foody said his developers have since factored out BotKit and connected directly to the RingCentral APIs, but he does recommend using a bot SDK to get started.
Those resources give you a head start, but you will have to think through the many different ways someone might phrase a question and the follow up questions the bot might have to ask to clarify the request, Foody said. For example, “Remind me to call Dave” might elicit clarifying questions. For example: which Dave in your contact list are you referring to? And when do you want to be reminded?
AI software can be trained to recognize a variety of forms in which a question can be phrased, but the software developer still has to take responsibility for training it properly. To respond properly, your software will need to be smart enough to identify entities such as personal names. That can be tricky, since the software may be good at recognizing common English names but not tricky Indian ones. Another example is you want your software to recognize the significance of dates, but it might be confused about whether “April Carter” refers to a person or a date.
“You’re not going to get this right the first time,” Foody said. “Building bots is an iterative process.”
That is how innovation moves forward.
Publish Date: October 26, 2017
|2.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
|3.)||Avyukta Intellicall Consulting Pvt. Ltd.|
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|4.)||Cloud IT Services GmbH|
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CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
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|9.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.
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|15.)||Teckinfo Solutions Pvt. Ltd.|
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.
The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
|16.)||Tru29 Outsource Solutions Inc.|
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Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
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