In today’s customer-centric and digital world, businesses must prioritise seamless customer communication to build trust and loyalty. Traditional contact centre models often fail to deliver the flexibility, efficiency, and cost-efficiency needed to meet modern customer demands. Contact Centre as a Service (CCaaS) is a cloud-based solution that empowers businesses to provide outstanding customer experiences (CX). Top CX platforms like Zoom, Dialpad, GoTo, and RingCentral are revolutionising how businesses interact with customers. Leveraging CCaaS or CX tools (as they are more commonly known); these platforms integrate cutting-edge features that enhance customer engagement and operational efficiency. For businesses in the UK, this could provide a competitive edge and long-term success. Let’s explore the benefits of CCaaS and how solutions like these can transform your business. 1. Cost Savings And Operational Efficiency Investing in CCaaS eliminates the high upfront costs of traditional contact centres, such as hardware, software, and IT staff. Those platforms offer subscription-based pricing models, ensuring businesses only pay for what they use. For UK-based small and medium-sized enterprises (SMEs), this model makes robust customer service tools accessible without straining budgets. Additionally, these platforms provide automated updates and maintenance, minimizing downtime and IT headaches. 2. Scalability To Meet Dynamic Needs One of the standout advantages of CCaaS platforms is their ability to scale with your business. Whether you’re experiencing seasonal demand spikes or expanding into new markets, these solutions enable you to add or reduce capacity seamlessly. In the UK, where businesses often face fluctuating market demands, Contact Centre as a Service offers the flexibility needed to adapt quickly without compromising service quality. 3. Omnichannel Customer Support Modern customers expect to communicate with businesses through their preferred channels, whether it’s voice, email, live chat, or social media. Platforms like Dialpad and RingCentral support omnichannel interactions, ensuring customers receive consistent service across all touchpoints. For example, RingCentral integrates voice, video, and messaging, allowing agents to provide unified and personalised responses. This omnichannel approach is critical in the UK, where customers demand seamless and convenient interactions. 4. Enhanced Customer Experience With AI And Analytics Advanced CCaaS platforms leverage AI-driven features such as sentiment analysis, chatbots, and predictive routing. These tools enable businesses to anticipate customer needs, reduce response times, and resolve issues more effectively. For instance, Dialpad offers real-time transcription and sentiment analysis, empowering agents to adjust their approach during calls. Similarly, Zoom Contact Center provides actionable insights through analytics dashboards, allowing businesses to optimize their customer service strategies. In the UK, where customer satisfaction is a key driver of brand loyalty, these features are game-changers. 5. Improved Agent Productivity CCaaS platforms streamline workflows by centralizing customer data and automating routine tasks. GoTo Contact Center, for instance, offers agents unified dashboards that consolidate information from multiple channels, reducing the need to switch between systems. These tools not only enhance efficiency but also improve agent morale. When agents have the resources they need to perform effectively, customer satisfaction naturally improves. 6. Seamless Integration With Existing Systems Those solutions integrate effortlessly with existing tools like CRM, ERP, and marketing platforms. For example, RingCentral and Dialpad are designed to work with popular CRMs like Salesforce and HubSpot, creating a cohesive ecosystem for managing customer interactions. This integration allows UK businesses to streamline operations and improve collaboration across departments, resulting in a better overall customer experience. 7. Business Continuity And Security Cloud-based platforms ensure uninterrupted service even during unforeseen disruptions. Their robust data backup and disaster recovery capabilities safeguard customer interactions and critical information. In the UK, where businesses must comply with strict data protection laws like GDPR, these platforms provide secure environments to handle customer data responsibly. Why UK Businesses Should Invest The benefits of CCaaS extend beyond cost savings and scalability. By adopting solutions like Zoom, Dialpad, GoTo, and RingCentral, UK businesses can future-proof their operations while delivering unparalleled customer experiences. These platforms empower businesses to: Stay agile in a competitive market. Provide personalised, omnichannel support. Boost agent productivity and satisfaction. Ensure compliance with data security regulations. As customer expectations continue to rise, investing in Contact Centre as a Service is no longer optional—it’s essential for growth and success and represents a paradigm change in customer service. This shift shows the potential those platforms have to transform businesses by enhancing CX, reducing costs, and increasing efficiency. For UK businesses looking to stay ahead, this is a strategic move that can deliver immediate benefits and long-term success. If your goal is to improve customer satisfaction, boost operational agility, and scale effortlessly, it’s time to explore the possibilities of CCaaS. Get in touch today! Image source: Canva
Choosing the right Unified Communication (UC) provider can significantly impact your business operations. With the right provider, you can enhance collaboration, streamline communication, and ultimately boost productivity. Here are some key factors to consider while making this decision: 1. Cost And Pricing Models Cost is often a primary consideration when selecting a UC provider. It's essential to explore the different pricing models each provider offers: Subscription Plans: Many providers offer tiered pricing based on user count or features included, allowing you to choose a plan that fits your budget. Pay-as-you-go Options: This model can be more economical for businesses with fluctuating needs, enabling you to pay only for what you use. Bundled Services: Consider providers that offer bundled packages incorporating other necessary services at a reduced rate, potentially saving you money in the long run. 2. Scalability And Flexibility Scalability ensures that the unified communications solutions can grow with your business. Look for a provider that offers: Flexible Scalability: The ability to easily add or remove users or features as necessary is vital for accommodating growth or changes in your organisation. Customisable Solutions: Look for flexible packages that can be tailored to match your evolving business requirements, ensuring you have the right tools as your needs change. 3. Security And Compliance In today's digital age, security is crucial. Your chosen UC provider should adhere to strict security protocols: Data Encryption: Ensure the provider uses strong encryption techniques to protect communications, safeguarding sensitive information from unauthorised access. Compliance Certifications: Check for compliance with industry standards and regulations such as GDPR or HIPAA, depending on your sector. This ensures that your communication practices meet legal requirements and industry best practices. 4. Integration Capabilities A good UC provider should easily integrate with your existing tools and platforms. Look for solutions that can connect with your email, customer relationship management (CRM) systems, and other essential software. This integration can enhance efficiency and ensure a smooth workflow. 5. Reliability And Uptime Downtime can severely impact your business operations. Research the unified communications provider’s reliability and uptime history. A reputable provider should offer strong service level agreements (SLAs) that guarantee uptime and quick recovery from outages, ensuring your communication remains uninterrupted. 6. User Experience The usability of the communication tools is essential for adoption across your company. Consider providers that offer intuitive interfaces and user-friendly features. A positive user experience will encourage employees to embrace the new system, leading to greater overall satisfaction. 7. Support And Training Effective support and training are vital for a successful UC implementation. Choose a provider that offers comprehensive onboarding resources, ongoing training, and readily available customer support. This ensures your team can maximise the benefits of the UC system and resolve issues quickly when they arise. 8. Feature Set Different UC providers offer varying features, from basic voice and video calls to advanced collaboration tools. Identify the specific features that are most important for your organisation—such as messaging, file sharing, or video conferencing—and ensure the provider can meet those needs effectively. Choosing the right unified communications solutions provider is a significant decision that can impact your organisation's efficiency and communication. By considering the points listed above you can make an informed choice that aligns with your business goals. Take the time to research and evaluate potential providers to find a solution that enhances your communication strategy and supports your team’s success. To discover how choosing the right unified communications provider can benefit your business, please check our case studies, or contact us! Image source: Canva
In the digital era, businesses are turning to advanced communication and collaboration platforms to stay competitive and agile. Solutions like Zoom, RingCentral, Dialpad, and GoTo are leading the way in digital transformation (DX) for communication, offering versatile tools to connect teams, enhance productivity, and streamline business operations. Here’s why these platforms are a smart choice for organisations looking to make communication and collaboration the heart of their DX strategy. 1. Enabling Seamless Remote and Hybrid Work Environments The need for flexible work environments has skyrocketed, and certain tools have made it easier for organisations to transition smoothly to remote or hybrid work models. With powerful video conferencing, chat, and collaboration tools, these platforms make it easy for teams to work together, regardless of location. Zoom is a go-to solution for video meetings and webinars, known for its reliability and user-friendly interface. RingCentral goes a step further by offering a unified communications solution with VoIP, messaging, and video conferencing integrated into one platform. Dialpad and GoTo also deliver unified communications, focusing on seamless call handling, VoIP features, and easy integrations to fit diverse business needs. Why It Matters: Remote and hybrid work models are here to stay, and DX solutions are essential for creating a flexible, cohesive work environment. 2. Enhancing Team Collaboration and Productivity Digital transformation in communication is about more than just connecting people—it’s about empowering teams to collaborate effectively. Each of these platforms offers unique collaboration tools designed to enhance productivity: Zoom is ideal for video conferencing, virtual whiteboarding, and breakout sessions, making it a staple for creative brainstorming and in-depth team discussions. RingCentral combines messaging, video, and phone features, allowing employees to seamlessly switch between modes of communication within the same platform. Dialpad leverages AI-powered call insights and transcriptions, which help teams stay organised, capture key information, and collaborate effectively without needing multiple tools. GoTo offers easy screen sharing, webinar hosting, and training options, catering to teams that frequently need to share presentations, conduct virtual training sessions, or host large-scale virtual events. Why It Matters: A strong DX solution should enhance productivity, and provide comprehensive, user-friendly collaboration tools that drive teamwork and efficiency, not complicate it. 3. Reducing Operational Costs and Improving ROI With DX solutions companies can cut down on the costs associated with traditional phone systems, physical office space, and travel. These platforms are cost-effective alternatives to maintaining separate systems for phone, video conferencing, and messaging. RingCentral’s cloud-based VoIP and unified communication system allow businesses to consolidate their communication infrastructure, which can significantly reduce overhead costs. Dialpad’s cost-effective VoIP system and AI-driven features reduce the need for expensive hardware, offering a high ROI through streamlined, modernised call handling. GoTo focuses on affordable, scalable solutions for video conferencing and training, making it easy for businesses to grow without needing costly upgrades. Why It Matters: By reducing communication costs, DX tools free up the budget for other initiatives, driving overall efficiency and offering a faster return on investment. 4. Improving Customer Engagement and Experience Customers now expect instant, personalised communication and digital transformation solutions offer tools that are perfect for managing customer interactions, enabling businesses to meet and exceed customer expectations. Dialpad provides AI-driven call insights, call transcriptions, and analytics that help sales and support teams engage with customers more effectively. RingCentral offers an all-in-one platform where customer calls, messaging, and video conferencing are streamlined, enhancing customer support and responsiveness. GoTo offers webinars and virtual training capabilities, making it an excellent choice for businesses that want to engage customers through interactive, online experiences. Zoom is also a trusted platform for client meetings and webinars, delivering a high-quality, accessible user experience that enhances customer communication. Why It Matters: Superior customer engagement is crucial in today’s competitive environment. DX solutions empower businesses to deliver exceptional customer experiences through quick, reliable, and personalised communication channels. 5. Boosting Business Resilience and Continuity Digital transformation in communication is vital for business resilience. During disruptions like the COVID-19 pandemic, organisations that had already implemented digital communication solutions were able to continue operating with minimal impact. RingCentral’s cloud-based system ensures that businesses can stay connected even when physical offices are inaccessible, offering high availability and continuity. Dialpad’s cloud platform means teams can make and receive calls, access call insights, and collaborate from anywhere, ensuring business can continue as usual. GoTo and Zoom provide virtual meeting spaces and remote work capabilities, which are essential for keeping teams connected and productive during unforeseen circumstances. Why It Matters: Business resilience is critical in today’s world, and digital solutions help organisations stay agile and prepared for anything. 6. Simplifying Communication with Unified Platforms The best digital transformation solutions streamline communication by providing a unified platform. This simplifies workflows and reduces the need to switch between multiple tools. RingCentral offers a fully unified communication experience by integrating messaging, phone, and video into a single platform. Dialpad provides phone, messaging, and conferencing all on one platform, making it easy for teams to manage all communication in one place. GoTo consolidates training, video conferencing, and meeting management, reducing complexity and making communication more efficient. Zoom remains a top choice for video-first communication, but with features like Zoom Phone and Zoom Chat, it’s rapidly expanding into a more comprehensive communication suite. Why It Matters: Unified communication platforms are easier to manage and improve team efficiency. By integrating messaging, calling, and video conferencing, solutions like RingCentral, Dialpad, and GoTo streamline workflows and simplify communication for businesses. 7. Leveraging Analytics and AI for Smarter Communication Advanced analytics and AI tools are becoming an integral part of digital transformation, enabling businesses to gain insights and make data-driven decisions. Dialpad and RingCentral are leaders in this space, using AI to enhance communication. Dialpad provides real-time transcription, sentiment analysis, and actionable call insights powered by AI, giving businesses deeper insight into customer and team interactions. RingCentral offers analytics for call performance, employee productivity, and customer satisfaction, helping businesses identify trends and make improvements. Zoom and GoTo also offer post-meeting analytics, which provide insights into engagement, participation, and meeting effectiveness. Why It Matters: Analytics and AI-driven insights allow businesses to optimise their communication strategies, providing better customer service, improving productivity, and refining operations based on real data. As companies embrace digital transformation, choosing the right communication and collaboration solutions is essential. Zoom, RingCentral, Dialpad, and GoTo are at the forefront of DX, offering powerful, flexible, and cost-effective tools that empower businesses to adapt to new ways of working, connect with their customers, and streamline operations. By enabling remote work, improving customer engagement, and simplifying communication with unified platforms, these DX solutions drive growth, resilience, and efficiency. In the journey toward a fully transformed, digital-first workplace, investing in the right communication tools is a smart, strategic decision that will continue to yield benefits well into the future. Whether you're a small business or a large enterprise, digital transformation platforms offer the tools you need to succeed in today’s digital landscape. To get an idea of the benefits those platforms can have, download our free whitepaper. Image Source: Canva
Unlocking New Productivity Features Welcome to the future of virtual collaboration! If you've ever found yourself lost in the whirlwind of a Zoom meeting, scrambling through notes, or struggling to recall key points, the AI Zoom Companion transforms your experience. Imagine having a digital assistant that captures main ideas, highlights essential tasks, and keeps everyone on track. This AI companion is more than just a fancy addition—it’s a groundbreaking tool designed to transform how meetings are conducted by enhancing productivity and ensuring you make the most of every minute. Let’s dive into the wonders of what the AI Companion can do on Zoom! Understanding Zoom AI Companion Zoom AI Companion is an advanced digital assistant designed to streamline virtual meetings, boost productivity and improve collaboration. By leveraging Zoom AI Companion features, users can focus on the discussion rather than mundane admin tasks like note-taking or scheduling. This tool integrates into your CRM platform, providing a more interactive and efficient virtual meeting environment. Key Features Of AI Companion On Zoom The AI Zoom Companion is packed with features that make it indispensable for today’s virtual meetings. Here are some of its standout functionalities: Meeting Summaries: Automatically generate concise summaries of each meeting, ensuring everyone stays informed, even if they missed the live session. Text Translation: Break down language barriers by providing real-time translation during meetings, fostering seamless communication among diverse teams. Sentiment Analysis: Analyse the tone of conversations in real time to provide insights into team dynamics and engagement levels. Task Recommendations: Suggest actionable tasks based on meeting discussions, prompting follow-up actions to keep momentum going after the meeting. Enhancing Meetings With AI Zoom Companion Real-Time Transcriptions One of the best features of AI Zoom Companion is its ability to transcribe meetings in real-time. Imagine attending a meeting without the stress of missing important points. The companion listens attentively, captures every spoken word and generates a transcript so you can always revisit discussions. It’s like having a dedicated note-taker who never misses a thing! Automated Note-Taking Taking meeting notes can often be overwhelming, but with the Zoom AI Companion, that task becomes effortless. It highlights key points and extracts essential information, creating a comprehensive set of notes. You’ll never have to worry about missing critical details again, and it becomes easier to share insights with your team post-meeting. Smart Scheduling Scheduling meetings has never been easier, thanks to AI Zoom Companion. This smart assistant analyses participants' calendars and suggests the best meeting times based on availability. It even sends invitations and handles rescheduling conflicts automatically, making sure everyone is available and engaged at the right time. Collaboration Tools Powered By Zoom AI Zoom is continually expanding its AI features to make collaboration smoother. Here are a few innovative tools: Zoom Docs: A recent addition, Zoom Docs is an AI-first collaborative document that transforms meeting content into actionable documents. It includes full meeting summaries and helps boost agents' productivity by turning insights into organised steps. Mind Maps: Using Zoom Whiteboards, the AI Zoom Companion can create mind maps based on user prompts. This feature allows teams to organise ideas and stay on track, perfect for brainstorming sessions. Smart Recordings: Missed a meeting? No worries. Zoom’s AI Companion will automatically divide meeting recordings into chapters, organised by topics. Why AI Zoom Companion Is Essential For Meetings With AI Zoom Companion, meetings become more productive, accessible, and organised. Here’s how: Increased Productivity: AI tools can generate summaries, highlight action items, and even suggest the next steps. Improved Communication: Real-time transcriptions, text translations, and automatic note generation make it easier to ensure everyone is on the same page. Better Meeting Accessibility: Zoom AI Companion enhances inclusivity by providing features like closed captions for the hearing-impaired and real-time summaries for latecomers. Future Features With Zoom AI The future looks bright with Zoom AI Companion as it continues to evolve. You will soon be able to use AI to prepare for meetings by researching information, analysing phone calls, and even generating images. With these features, Zoom AI will not only make your work easier and faster, but it will also help you improve over time. If you would like more information about AI Zoom Companion, please get in touch. Image Source: Canva
As your Unified Communication (UC) contract nears its expiration, you might feel overwhelmed by the many providers in the market. Choosing the right UC solution is critical for maintaining seamless communication and collaboration within your business, so making an informed decision is essential. This article will help you explore the best unified communications providers and give you a brief overview of the key factors to consider when selecting the top solution for your needs. Key Factors To Consider When Choosing A UC Provider Choosing the right unified communications provider can have a significant impact on your business operations. When evaluating potential providers, here are the key factors to keep in mind: Cost: Assess different pricing models (subscription, pay-as-you-go, bundled services) and ensure they fit your budget. Scalability: Look for providers that can grow with your business and offer flexible plans. Security: Ensure they have strong security protocols, including encryption and compliance with industry standards. These are just a few important aspects to consider. In a follow-up blog, we will explore each of the above factors in more depth, offering more detailed guidance to make your decision easier. Leading UC Providers In The Market Zoom Zoom stands out for its simplicity and user-friendly experience. It integrates phone, messaging, and video functions while utilising AI-powered features to enhance communication. Zoom is ideal for companies looking for simplicity, reliability and cutting-edge technology in their communications. RingCentral With over 20 years of experience in the UCaaS space, RingCentral offers robust solutions, including full UK & EU data residency and coverage in 46 countries. Its features fall under three categories: messaging, video, and telephony. Offering 99.9% uptime and integrations with Microsoft Teams and Google Workspace, RingCentral integrates effortlessly with platforms like Microsoft Teams, Google Workspace and Salesforce, enabling businesses to maintain existing workflows while enhancing their communication capabilities. RingCentral delivers flexibility and reliability, making it ideal for businesses with international operations. Dialpad Built on the Google Cloud Platform, Dialpad is a smart, secure, and scalable option, seamlessly integrating with key tools such as HubSpot and Microsoft Office 365. Endorsed by Google, Dialpad integrates with the Google ecosystem, making it a perfect solution for teams using Google tools like Gmail or Google Workspace. This is a great choice for businesses that prioritize security and smooth Google integrations. GoToConnect With over 20 years of experience, GoToConnect excels in scalability and IT management, making it perfect for businesses that need advanced IT management and collaboration tools. With the ability to support up to 250 participants and 50 webcams in a single session, GoToConnect provides robust analytics and scheduling tools for better decision-making during busy periods. This makes it a solid choice for larger teams and enterprises needing scalability and operational insights. Feature Comparison Here are some common features offered by UC providers, which you can evaluate based on your specific requirements: Voice and Video Conferencing Instant Messaging Collaboration Tools Mobile Support In an upcoming article, we will take a closer look at these features, discussing how each provider implements them and what additional functionalities they offer to enhance business communications. Making The Decision Choosing a UC provider requires evaluating features, support, and integration capabilities that align with your business needs. As your current UC contract approaches its end, take this opportunity to thoroughly assess options from providers like Zoom, RingCentral, Dialpad, and GoToConnect, each offering unique features to suit diverse business requirements. Start by identifying your priorities, conducting demos, and gathering team feedback to make an informed decision that not only meets current needs but also supports future growth. This careful approach will help you select a UC provider that enhances communication and collaboration within your business. This is a complicated and important process and decision. At Fortay Connect, we are experts in the procurement and implementation of UC solutions. We offer detailed requirements analysis, vendor selection and implementation. So, if you need help choosing the best-unified communications provider for your business, please get in touch. Image Source: Canva
As customer experience (CX) strategies evolve, integrating AI and digital channels has become essential. Consumers now demand a mix of communication options, choosing between self-service or human interaction depending on their needs. Regardless of the method, they prioritise friendliness, empathy, and efficiency, hallmarks of the human touch. This report by Metrigy examines how businesses can strike a balance between AI and human interaction in customer care solutions, ensuring they deliver both efficiency and empathy. Key Areas for Improvement: Broad Range of Integrated Channels: Customers should be able to interact through their preferred channels, including video, screen sharing, and more. AI can triage requests, reducing wait times and offering agents valuable insights for improved service. Empowering Self-Service: Many consumers prefer self-service options like FAQs, IVRs, or apps for faster solutions. Pairing these options with AI-powered bots can further speed up resolution. Faster Resolutions with Expertise: By integrating unified communications (UC) and contact centre platforms, businesses can connect agents with the right experts more efficiently, helping resolve issues faster and close sales effectively. Key Insights from Research: Varied Channel Preferences: 51.2% of consumers prefer using the phone for product/service issues, while 49.2% are comfortable with self-service for purchasing products. AI Integration Across Channels: Success lies in embedding AI into various interaction channels to automate or accelerate problem resolution. Carrying context from one channel to another ensures smooth transitions and better customer outcomes. Download the Report Here
90% of consumers now expect consistent interactions across all channels, meaning it’s never been more important to implement omnichannel solutions in your customer hub. But how do you do this? This whitepaper will provide you with details on how to revolutionise your current platform to enable your customers to engage through every channel while ensuring your agents can seamlessly alternative through the channels and improve revenues. Download the Whitepaper Here
We are thrilled to announce our proud partnership with Inty, and would like to thank them for the prestigious Agency Partner of the Year award at intY's annual partner event, CloudFest 2023. This accolade, presented to the partner with the most significant Year-over-Year growth within intY’s Agency Partner Programme, signifies Fortay Connect's exceptional achievements and dedication to excellence. Marcus Ollenbuttel, Senior Vice President of Inty Ltd stated, The Agency Partner of the Year award is given to the partner who transacts under intY’s Agency Partner Programme and achieves the largest YOY growth. Fortay Connect claimed the 2023 title at our annual partner event, CloudFest. The award is a true reflection of their hard work. Fortay Connect succeed in this model because of their deep-rooted sales and technical expertise in unified communications, their sales-driven customer acquisition strategy, and their engagement with intY as their Master Agent and the associated vendors. At Fortay Connect, we believe in fostering meaningful relationships with our partners and clients. Our collaboration with intY has not only bolstered our capabilities but has also allowed us to deliver unparalleled value. By engaging with intY and leveraging the support of associated vendors, we have been able to stay at the forefront of technological advancements and provide innovative solutions to our clients. We extend our heartfelt gratitude to intY for their continued support, and we look forward to further strengthening our partnership in the years to come. Together, we will continue to redefine industry standards, drive growth, and empower businesses through cutting-edge unified communications solutions.
Dialpad recently revealed an innovative tool referred to as 'Custom Ai Playbooks.' This tool is designed to offer real-time guidance to sales and customer service teams, assisting them during and after customer calls. Alongside this guidance, the solution incorporates AI-generated summarisation and analytics aimed at enhancing efficiency, productivity, and adherence to best practices to meet key KPIs. Custom Ai Playbooks leverage a vast pool of proprietary data, encompassing more than five billion minutes of call recordings, in addition to Dialpad's cutting-edge real-time speech recognition and generative AI capabilities. Dan O’Connell, who serves as the Chief AI & Strategy Officer at Dialpad, expressed his enthusiasm for the launch of this new AI tool, describing it as a significant step forward in the realm of practical AI. O'Connell elaborated, It’s Dialpad’s version of an AI Copilot, a conversational interface built specifically to support users with rapid decision-making. With tailored recommendations, leaders can curate sales, customer service, and recruiting processes specific to their company and customer needs. Dialpad has long been committed to democratising AI, and the introduction of Custom Ai Playbooks represents a milestone in making AI accessible to a broader audience. This AI solution is entering the market at an opportune time, as companies increasingly seek to harness the power of AI to enhance their revenue, even during challenging economic conditions. Custom Ai Playbooks can contribute to revenue growth by offering a structured framework and real-time guidance, enabling managers to make informed business decisions and identify coaching opportunities. These opportunities are identified by capturing agent and customer responses in each call, thereby enhancing agent performance and providing post-call analytics. Dialpad highlights five key benefits of Custom Ai Playbooks: Time-saving: Sales managers and supervisors can efficiently track and train representatives in real-time, allowing them to focus on other tasks and identify areas for improvement in agent skills. Reduced ramp-up time and coaching challenges: The consistent methodology and customer calling expectations streamline training and coaching efforts. Enhanced sales coaching opportunities: The solution identifies agents and reps in need of coaching, pinpointing specific aspects of their methodology that require improvement, leading to more effective conversations between managers and their teams. Improved sales rep and agent efficiency: Customised questions tailored to different stages of the sales process lead to more efficient interactions, ultimately boosting the customer pipeline and deal closures. Customisation: Custom Ai Playbooks cater to the unique needs of businesses by offering customisable playbook templates and the flexibility to add new methodologies aligned with their KPIs. Custom Ai Playbooks represents Dialpad's seventh AI product as part of its '12 Months of AI' product series, an initiative launched in April. Since its inception, this initiative has achieved record ARR growth, secured a £50 million investment in AI research and development, and introduced a series of AI products, including Ai Recap, Ai Scorecards, Ai Playbooks, Ai Coaching Hub, PII Redaction, and DialpadGPT. Earlier this month, Dialpad unveiled its latest generative AI innovations, including an auto-summarisation feature, expanded Auto-QA functionality, a new Generative AI feature within Dialpad’s Coaching Hub, along with its Ai Playbooks tool.
Register for our 30 min TEAMS webinar Microsoft Teams offers integration capabilities with various Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) providers to enhance its communication and collaboration features. These integrations enable organizations to leverage the power of Teams for both internal and external communication, as well as customer support and engagement. Here are some key aspects of Microsoft Teams integrations with UCaaS and CCaaS providers: Get your free whitepaper about TEAMS here. 1. UCaaS Integrations Unified Communications as a Service (UCaaS) providers typically offer a range of communication and collaboration tools, including voice, video, messaging, and conferencing. Microsoft Teams can integrate with UCaaS platforms to enhance its telephony and voice capabilities. Here's how this integration works: - Calling Plans: Microsoft Teams can be used as a full-fledged phone system by integrating with UCaaS providers' calling plans. This allows users to make and receive calls, manage voicemail, and set up call routing within Teams. - Direct Routing: Organizations can use Direct Routing to connect Microsoft Teams to their preferred telephony providers. This integration allows for seamless PSTN (Public Switched Telephone Network) connectivity within Teams. - Voice Features: UCaaS integration enhances Teams with features like call recording, interactive voice response (IVR), call analytics, and call center functionality. - Single Interface: Users can access both UCaaS and Teams features within a single interface, streamlining communication and collaboration. 2. CCaaS Integrations Contact Center as a Service (CCaaS) providers offer solutions for managing customer interactions and support. Integrating CCaaS with Teams can help organizations improve customer service and engagement. Here's how this integration works: - Omnichannel Communication: CCaaS integration allows customer support agents to handle customer inquiries via various channels, including voice, chat, email, and social media, all within the Teams interface. - Routing and Queues: Teams can be integrated with CCaaS routing and queuing systems to efficiently manage incoming customer requests and distribute them to available agents. - Access to Customer Data:Agents can access relevant customer data and information from CRM systems and databases directly within Teams, providing a more personalized customer experience. - Reporting and Analytics: CCaaS integrations provide insights and analytics on customer interactions, allowing organizations to make data-driven decisions. - Workflow Automation: Automate processes and workflows by integrating CCaaS and Teams, improving efficiency and reducing response times. - Scalability: Organizations can scale their customer support operations seamlessly by adding or removing agents as needed. Register for our 30 min TEAMS webinar UCaaS and CCaaS Providers Integrated with Teams - UCaaS Providers: Cisco Webex Calling, Zoom Phone, RingCentral, and 8x8. - CCaaS Providers: Five9, Genesys Cloud, and Twilio Flex. When integrating UCaaS and CCaaS services with Microsoft Teams, organizations should consider factors such as compatibility, scalability, and the specific communication and collaboration needs of their teams and customers. Additionally, they should consult with their chosen UCaaS and CCaaS providers for detailed integration instructions and support. Want to know more? Register here for our 30 min TEAMS lunch & learn.
