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News : IntelePeer’s Atmosphere CPaaS Solution is Now Available in IBM Watson Assistant

#contactcenterworld, @intelepeer, @ibm

San Mateo, CA, USA, Sept, 2021 -- IntelePeer, a Communications Platform-as-a-Service (CPaaS) provider, announces its omni-channel Atmosphere CPaaS solution is now available within IBM Watson Assistant to help businesses easily extend their AI-powered virtual assistants with voice capabilities, without the need for third-party integrations.

IntelePeer’s Atmosphere Voice(R) is now available as an add-on in IBM Watson Assistant Plus and Enterprise plans. Businesses can add phone integrations into their virtual assistants to create and test enhanced customer service experiences while helping to improve enterprise operational efficiency. Leveraging the combination of Atmosphere Voice and IBM Watson Assistant for cloud, on-premises and hybrid contact centers, enterprises can take communications to new heights, with higher levels of personalization and customization.

"Working with IBM to add our Atmosphere CPaaS solution within the Watson Assistant is a tremendous opportunity as we continue to expand globally," said IntelePeer Senior Vice President of Business Development Frank Lauria. "Particularly with IBM’s state-of-the-art hybrid cloud strategy and decades of advances in machine learning, combined with IntelePeer’s AI expertise will help pave the way for the future of enterprise customer experience."

Customers increasingly expect to resolve specific customer service questions or issues on many different channels other than templated or fixed automated responses, which can be impersonal and ineffective. While self-service options are increasing, according to research findings from Gartner, most have three failure points that result in customers picking up the phone instead to reach a live representative: external search, site navigation and self-service capabilities. By integrating more personalized interactions into customer experiences via IntelePeer’s Atmosphere CPaaS—powered by automation, AI and analytics—IBM Watson Assistant users can seamlessly add voice capabilities into the customer experience journey.

"IBM is bringing the latest innovations in natural language processing, automation and advancing responsible AI to Watson Assistant so that businesses can transform the customer experience and boost operational efficiency," said Daniel Hernandez, General Manager of Data and AI, IBM. "The collaboration with IntelePeer is the latest example of how we’re making it easier to build scalable AI-powered customer service experiences with Watson."

#contactcenterworld, @intelepeer, @ibm

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About IntelePeer, Inc.:
Company LogoIntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterprise Voice Services and SIP Trunking, and Unified Communications (UC) Enablement for Carriers and Hosters.
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About IBM:
Company LogoWith more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wide range of devices from the world’’s most powerful computers to the smallest cell phones.
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Today's Tip of the Day - Finding The Right Vendor

Read today's tip or listen to it on podcast.

Published: Monday, September 13, 2021

Printer Friendly Version Printer friendly version

2023 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)

2.) 
enthu.ai

We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
 

About us - in 60 seconds!

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