Britannic’s Post

Over the past few years – there have been tremendous changes in the corporate telecom environment. Synergy is proud to be a certified Microsoft Solutions Partner for Modern Work, which includes Voice Services through Microsoft Teams. The use of other cloud-based VoIP and Collaboration providers is likely more expensive and redundant to what you can get with your existing Microsoft subscription with minor changes. For clients that need a more robust client engagement system - We are proud to partner with #Anywhere365, a leading SaaS communication provider that integrates #Azure Communication Services into their Dialogue Cloud Platform. This collaboration enhances customer experiences with AI-driven insights, efficient workforce collaboration, and full omnichannel service. Discover how Anywhere365's innovative solutions, powered by Microsoft technology, are transforming customer interactions: https://hubs.li/Q02KfHNT0 #TechInnovation #AI #CustomerExperience #UCaaS #CCaaS

📅 Save the Date: 28 January 2025 – Live WEM Open Day 📅 In 2024, Genesys Workforce Engagement Management (WEM) introduced over 100 new features to enhance performance and drive customer satisfaction. And we’re not stopping there! The momentum continues into 2025 with new releases designed to meet evolving customer needs and showcase the flexibility of Genesys Cloud. Join us for a Live WEM Open Day where we’ll explore the latest updates, preview upcoming features, and share actionable insights on optimizing your use of the Genesys Cloud platform. 🕚 Date & Time: 11 AM AEDT 1 PM NZDT 8 AM SGT 💡 What we’ll cover: Gamification & Performance Management Quality Assurance & Compliance Speech & Text Analytics Analytics & Reporting Resource Management: Scheduling & Forecasting This session is perfect for: ✅ Existing customers looking to maximize their Genesys Cloud platform ✅ Prospective customers wanting to explore the full potential of Genesys Cloud WEM 👉 Don't miss this opportunity to stay ahead of the curve and engage in insightful discussions. 📍 Register now: https://lnkd.in/gK7CjurJ #Genesys #WEM #WorkforceEngagement #CX #GenesysCloud #Innovation #CustomerExperience #Webinar #Gamification #AI #Analytics #FutureOfWork

Introducing a cutting-edge Next Generation Workplace Device Experience Management Platform! This powerful SaaS solution is crafted to elevate your workplace device experience, delivering exceptional benefits: - Achieve a remarkable 25% reduction in IT tickets. - Experience a lightning-fast 80% improvement in Mean Time To Repair (MTTR). - Unlock substantial savings with a 40% reduction in IT spendings. Innovate your workplace technology landscape with these impactful outcomes. #TASKY #WorkplaceTech #SaaS #ITManagement

🚀 Anywhere365 integrates Azure Communication Services into their Dialogue Cloud Platform Anywhere365 known for its Dialogue Cloud Contact Centre solution, which was the first certified by Microsoft, have recently announced the integration of Microsoft Azure Communication Services (ACS) into their platform. This powerful combination will help revolutionise the way businesses handle customer communications, providing a seamless, intelligent, and efficient solution. By leveraging ACS, Anywhere365 enhance their cloud contact centre product with AI-powered intelligent B2C communication solutions. This integration allows businesses to deliver exceptional customer experiences, improve workforce collaboration, and offer a full omnichannel service. Key features: 🔹 Real-time audio transcription: Ensures accurate and immediate transcription of calls for better record-keeping and analysis. 🔹 Conversation summaries: Uses Azure OpenAI Models to generate concise summaries, helping agents quickly review and understand previous interactions. 🔹 AI-driven insights: Provides valuable insights and analytics to continuously improve customer service operations. Anywhere365’s platform seamlessly integrates with Microsoft Teams, enabling: 🔸 Automated call handling: Calls are managed using ACS Call Automation API, directing them to the right agents based on availability. 🔸 Omnichannel communication: Supports multiple communication channels, allowing customers to reach out via their preferred method. 🔸 Enhanced security: Utilises identity services for secure communications within the Teams environment. "At Anywhere365, we envision a future where every customer feels heard, understood, and valued....Our Agent Assist, powered by Azure OpenAI, helps agents decrease call handling time and improve customer experience," says William Blench, CEO of ANYWHERE365®. Symity are a Partner of Excellence with Anywhere365, if you want to learn more about how Dialogue Cloud can drive efficiencies across your business, please get in touch. Andy Whiteside Tom Withers Tim Field Ben Weerasekera Chris Thornthwaite Tom Cotton Ben Dobson Anja Surkau #microsoft #azurecommunicationservices #Anywhere365

Last week at #CCW, I got to deep dive into much of the latest innovation from across the CCaaS space. Several solutions caught my eye, inspiring this top ten list of contact center technologies and capabilities released in 2024. In no particular order, here are my top ten standouts: - The GenAI Studio by Five9 - The Verint TimeFlex Bot - Proficiency-Based Routing by Amazon Connect - The Unified Experience from Genesys and ServiceNow - The Here™ (formerly OpenFin) Enterprise Browser  - Multi-Region CCaaS Support by Google Cloud  - Expected Net Promoter Score (xNPS) by evaluagent® - Agent Burnout Detection by Webex - The Collaborative Customer Experience Platform by Zingly.ai - Digital Twins by Sprinklr To get to grips with each solution, check out my article for CX Today below. #ccaas #contactcenters #innovation Have I missed a particularly interesting innovation? Let me know in the comments😊

Gaps in product offers are too common. Cloud Design Solutions can help by identifying your needs and aligning them to the right solution.

𝐂𝐥𝐨𝐮𝐝 𝐂𝐨𝐧𝐭𝐚𝐜𝐭 𝐂𝐞𝐧𝐭𝐞𝐫 𝐯𝐬. 𝐎𝐧-𝐏𝐫𝐞𝐦𝐢𝐬𝐞 𝐂𝐨𝐧𝐭𝐚𝐜𝐭 𝐂𝐞𝐧𝐭𝐞𝐫: 𝐖𝐡𝐲 𝐂𝐥𝐨𝐮𝐝 𝐢𝐬 𝐁𝐞𝐭𝐭𝐞𝐫 The way organisations manage customer service is evolving, with cloud contact centers gaining significant momentum over traditional on-premise setups. Here are the key reasons why cloud contact centers are superior: 1. Scalability 2. Cost Efficiency 3. Accessibility & Remote Work 4. Faster Deployment 5. Continuous Updates & Innovation 6. Security & Compliance 7. Improved Customer Experience 𝐂𝐨𝐧𝐜𝐥𝐮𝐬𝐢𝐨𝐧: Switching to a cloud contact center offers numerous advantages, from cost savings and flexibility to faster deployment and enhanced customer service. As businesses continue to prioritize customer experience and operational efficiency, the cloud contact center becomes the clear choice for staying competitive. If you're looking to upgrade or explore cloud contact center options, feel free to reach out.....Let's connect. Gajendra Singh Deepanshu Jain ☁️ Selva Priya Ubona Technologies #ContactCenter #AI #CustomerExperience #Innovation

I always try to keep up with the various industry sites for their latest articles. This one from CX Today about Global CX Disruptions got my attention because it listed the #1 transformation as being "Increased Integration". Most people miss this one because UCaaS and CCaaS has been separate. It's coming together and it addresses a major issue . . . getting a contact from one place (contact center) to another (someone outside the contact center). Believe it or not, it's still common for UC/UCaaS providers to offer a CCaaS product with no or limited connectivity to their enterprise UC offer. They rely on unintelligent SIP transfers with no presence, context or analytics. This needs to change, and some providers have a major advantage in the current landscape. At Cloud Design Solutions, we act as an independent communications advisor to help our clients identify these gaps and how they may impact them. #CX #UCaaS #CCaaS #CloudDesignSolutions

In this episode, we dive into the innovative world of Evolve IP, a leader in cloud services designed to enhance business communications and customer experiences. We'll explore how their unified communications platform seamlessly integrates voice, video, and collaboration tools to keep teams connected and efficient, especially in today’s remote and hybrid work environments. Additionally, we’ll discuss the transformative impact of Evolve IP’s cloud contact center solutions, which are crafted to elevate customer interactions with advanced features and seamless integrations. Join us as we uncover how Evolve IP is empowering businesses to stay productive, secure, and connected from anywhere. #CX #EX #CCaaS #UCaaS #Cloud #Telecom #VoIP #contactcenter #remotework Peter Eisengrein