Global Telco Consult (GTC)’s Post

🚀 Transforming Customer Service and Boosting Internal Productivity: Key Focus Areas for the New Financial Year 🚀 As we enter a new financial year, it's time for CTOs, IT Managers, and Contact Centre Managers to reevaluate our technology strategies. Our objectives are clear: improve customer service and enhance internal staff productivity. Here are the top focus areas to help us stay ahead: 1. Leverage AI and Automation 🤖 - Implement AI-driven solutions like Chatbots & Virtual Assistants to handle routine inquiries and free up human agents for more complex tasks. - Streamline workflows through process automation to boost efficiency and accuracy. 2. Enhance Omnichannel Experiences 🌐 - Integrate various customer touchpoints with Unified Communication Platforms for a seamless experience across all channels. - Personalize interactions using data analytics to show customers they are valued and understood. 3. Prioritize Cybersecurity 🔒 - Ensure customer data and internal systems are protected with robust security protocols. - Keep your team informed and vigilant through regular cybersecurity training. 4. Invest in Cloud Solutions ☁️ - Adopt cloud-based platforms for scalability, flexibility, remote work support, business continuity, and cost efficiency aligned with business growth. 5. Empower Your Team with the Right Tools 🛠️ - Provide cutting-edge collaboration tools for real-time communication. - Foster continuous improvement with ongoing training and development programs. Drive improvements in customer service and staff productivity by embracing these key areas. Let's use technology to deliver exceptional experiences and propel Australian businesses forward in this new financial year! #CustomerService #Productivity #TechLeadership #AI #Automation #Cybersecurity #CloudSolutions #DataAnalytics #Innovation #BusinessGrowth

In today's era of seamless #connectivity, voice-centric offerings are often overshadowed by cutting-edge innovation in collaboration tools like Zoom and Teams. But essential telecom offerings expand far beyond UC applications. Residential phone lines to business connections, emergency services, and specialized lines for alarms, elevators, and point-of-sale systems are critical and they're ripe for #innovation.  In Alianza Chief Commercial Officer Jonathan Wagner's latest blog series, he explores how integrating #AI and operational efficiencies into voice solutions can help service providers deliver even better end-user customer experiences, pushing the boundaries of what voice solutions can achieve. 🚀 🔎 Read more: https://lnkd.in/e7t3tZ4i

In the world of business communications, everyone is attempting to address a persistent challenge. How can we communicate most effectively to drive the highest revenue growth, customer satisfaction scores, and staff productivity levels? At the core of this challenge is the need for communication tools that create happier customers, which in turn leads to business success and, ultimately, revenue growth. To achieve these objectives, companies typically rely on two main types of solutions: 1.UCaaS (Unified Communications) – standard telephony and meeting/collaboration tools. 2. CCaaS – Previously known as Contact Centre tools but now incorporating AI and automation features. In this article, our Group Head of Customer Engagement, Iain Sinnott explores whether UCaaS and CCaaS work better together. Click the link below to have a read through, and as always if you have any questions, please feel free to drop me a message. https://lnkd.in/e5D5ihDZ #UCaaS #CCaaS #Telephony #Communications #CloudClevr #NGCNetworks

Modern collaboration experiences are incredible! It blows my mind how much innovation we’re seeing in UCaaS and CCaaS tools. These platforms are revolutionizing the way enterprises communicate—making us faster, smarter, and more efficient. But there’s one glaring issue: traditional voice services are getting left in the dust. In my latest blog, I dig into why we can't afford to let this essential piece of the puzzle wither on the vine. Mission-critical voice deserves the same level of innovation as the rest of the communications suite. It’s time we stop overlooking it. Take a look, and let’s push for change where it’s overdue.

🚀 UCaaS and CCaaS: Better When Bundled! 🎯 In today's fast-paced business landscape, Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) are no longer standalone solutions. Together, they create a powerful ecosystem for seamless communication and exceptional customer experiences. When bundled: 🔹 Unified communication enhances collaboration across teams. 🔹 Integrated customer support ensures faster, more efficient resolutions. 🔹 Data-driven insights from CCaaS improve both internal operations and customer service. 🔹 A single vendor simplifies management and reduces costs. The result? 📈 Improved efficiency, streamlined workflows, and an exceptional customer journey. 💡 It's time to unify your business communication and customer experience under one powerful platform! #UCaaS #CCaaS #UnifiedCommunications #CustomerExperience #DigitalTransformation #ContactCenter #BusinessEfficiency #CloudSolutions #TeamCollaboration #FutureOfWork

Revolutionize Your Business Communications with Cloud Calling Solutions! Unlock Efficient Collaboration and Productivity! Are you tired of disjointed communications and dropped calls? Our Cloud Calling Solution with Live Dashboard and DNCR services empowers your teams to: #Key_Benefits: 1. Real-time Insights: Live dashboard for call monitoring and analytics. 2. Enhanced Collaboration: Unified communications and seamless integration. 3. Compliance: DNCR (Do Not Call Registry) services for regulatory adherence. 4. Scalability: Cloud-based infrastructure for growing businesses. 5. Cost Savings: Reduced communication costs and improved efficiency. Solution Features: 1. Cloud-based calling and conferencing 2. Live dashboard for call monitoring 3. DNCR services for compliance 4. Call recording and analytics 5.Fully Integration with CRM Transform Your Business with: 1. Improved customer engagement 2. Increased sales productivity 3. Enhanced team collaboration 4. Better decision-making with data-driven insights 5. Scalable and secure infrastructure #Take_Your_Business_to_the_Next_Level! #CloudCalling #UnifiedCommunications #CollaborationTools #BusinessProductivity #DigitalTransformation #CloudCommunication #DNCR #Compliance #RegulatoryAdherence #PrimeAlleyTechnology

"Organizations are judged by the quality of the digital experience they provide. A superior digital-forward CX is a competitive differentiator and equalizer; companies that consistently deliver them have a distinct edge over those that don’t, regardless of their size or how well-resourced they are. The culprit for an inferior CX? Oftentimes it’s the outcome of an organization’s dependence on legacy communications technologies." Elizabeth Orth, Senior Vice President, Customer Care & Service Assurance at Windstream, shares how moving to Unified Communications as a Service can reflect in a massive CX upgrade, with emphasis on five key areas. Read more below: https://lnkd.in/diCEm4MD #ucaas #cx #customerexperience #ccaas #seamlessexperience

Our latest solution, Analytics 365 Call Analytics for Microsoft Teams, helps spot missed revenue opportunities and enhance customer satisfaction levels with seamless integration. Read more about how it can help empower your people with workplace analytics and about our upcoming AI-powered call recording. ⬇️ https://buff.ly/3SRpLEh #Analytics365 #MicrosoftTeams #BusinessIntelligence #VoipFeature

☁️ As we come to the end of this year's Dreamforce, with everyone catching their flights home, it's time for a roundup of the Contact Centre and CX tech launches that have caught our eye this week. 👀 Here's a selection of the best that we've seen in CCaaS, all either generally available, or available to customers to pilot now - so no waiting around for solutions to be released! Check out the PDF for more detail about each one. Zoom has launched a couple of new tools to simplify Agent Experience as part of Zoom Contact Centre. We like to see a focus on end users of Contact Centre technology, after all, happy agents often make for happy customers. Here are their new offerings... Smart Compose with AI Companion Agent Guide Management and Retrieval Vonage has dropped a huge new announcement this week, expanding their Salesforce Service Cloud Voice offering with Bring Your Own Channel (BYOC) for CCaaS, one of the first contact centre providers to join this pilot with Salesforce. Five9 is not to be outdone, with a big announcement that they will also be one of the first providers selected as a premier launch partner for Salesforce’s Bring Your Own Channel (BYOC), part of their Service Cloud Voice integration. Talkdesk has expanded its AI-powered customer experience platform with the launch of a couple of new tools to boost Agent and Customer Experience. Here's what they are... AI Rewriter AI Translator Natterbox has elevated its voice analytics game with AI Call Coaching, a new tool that will automate call evaluations, offer real-time insights and drive better outcomes. GoTo has long moved away from just providing web conferencing capabilities, launching Connect CX, a suite of customer experience tools all within one solution. Genesys and Salesforce used the annual takeover of San Francisco as an opportunity to announce an expansion of the availability of their Unified CCaaS-CRM offering. 8x8 has announced that it has expanded the availability of its Video Elevation feature for the 8x8 Contact Center. We hope we've helped to organise some of the key CCaaS launches this week! It certainly is an exciting time in our industry, with a renewed focus on improving Agent Experience and reducing Customer Effort - time will tell how these tools will add value to real-life contact centres. Let us know if there are any others you think we should have included and which you're most excited about! Have a wonderful weekend 🩷

Need some of the Best Google Voice Alternatives or AI Answering Services? We got some options for your business: Bigly Sales RingCentral Dialpad #Nextiva Phone.com Grasshopper #Verizon Zoom 8x8 Talkroute 1-VoIP And here we have some useful information for these tools: https://lnkd.in/dW3e7cV8 #voip #aicalls #aianswering #callcenters #contactcenters #bpo #aivoice