Technology Business Research, Inc.’s Post

TBR’s research indicates the domains that will be the most disrupted by, and also yield the greatest ROI from, the use of GenAI are customer care, administrative functions and sales – Read the full blog on #GenAI use cases in the #telecom industry now: https://bit.ly/3RnW9NR

#contactcenters play a crucial role in the success of small and medium-sized enterprises (#smes) by serving as the frontline for customer communication and support. These centers are often the first point of contact for customers seeking assistance, making them vital for building and maintaining strong customer relationships. In SMEs, contact centers can be a strategic asset, providing personalized support that sets them apart from larger competitors. Read the report by Aragon Research which illustrates how SMEs can optimize their contact centers to deliver exceptional customer experiences and drive business growth. Manish Gupta | Rashi Gupta (Ph.D) | Harsh Patni | Deepak Satish Jhavar(DJ) #research #smallbusinessmarketing #smebusiness #contactcentres

AI is just everywhere... What Telco AI Use Cases Will Be Big in 2024? Read this 👇 #telco #AI #telcoai IDC Europe IDC IDC | France

In all industries, meeting customer demands for personalized and efficient service is crucial. #ArtificialIntelligence (#AI) offers significant benefits to achieve this. Read a blog post by C1’s Kathy Sobus to learn more: https://lnkd.in/eTFGzmai #CX

#GenerativeAI is reshaping #customerexperience and #contactcenters for the better. Our Practice Lead, Sergio DuBois, explores this and more at the link below. Ready to transform your contact center operations? Email us at contactcenters@enterpriseiron.com to get started!

Having Trouble Keeping Up with Customer Demands? A contact center can help your business handle more customer requests. Without a Contact Center, you might face: • High Costs: Running your own systems can be very expensive. • Slow Responses: Doing things by hand means it takes longer to help customers. • Hard to Grow: It’s tough to keep up with more customers without the right tools. • Limited Information: Not having real-time data makes it hard to plan and make decisions. Why a Contact Center is Great: • Easy to Grow: Handle more calls as needed. • Smart Tools: Chatbots and voice tools help do more and give better service. • Save Money: Lower costs with a pay-as-you-go system. • Real-Time Data: See how things are going and make smart decisions. • Better Customer Service: Personalized help makes customers happier. Benefits of Using a Contact Center: • 50% More Productive Agents: Automation lets agents handle tougher tasks. • 40% Cost Savings: Streamlined processes and less need for physical space. • Happier Customers: Faster responses and personal service improve satisfaction. • Smart Decisions: Use real-time data to make informed choices. Interested in learning more? Let me know! #CCaaS #AI #Automation #CustomerService #Telecom #BusinessGrowth #Efficiency #CustomerExperience

Singtel taps AI to retain call centre staff: LIVE FROM MWC SHANGHAI 2024: Anna Yip, deputy CEO for Singapore consumer and CEO of business development at Singtel (pictured, right), highlighted the benefits AI brings in boosting the efficiency of its call centres and giving agents better tools to address inquiries.  In Q&A with CCS Insight chairman Shaun Collins (pictured, left), Yip said it took some time to deploy the AI-powered customer support system, which can summarise, synthesise and highlight key issues by topic for staff. “The idea is not about replacing jobs, it’s about augmenting efficiency and effectiveness,” she explained, adding it’s not just the pay, but people are no longer interested in certain jobs. The operator is working to make call centre jobs more interesting in a long-term move to retain staff. Yip said it is now using AI to support marketing communications to develop new campaigns and carry out faster testing.  Singtel was one of the first operators in the world to deploy a standalone (SA) 5G network, rolling out the service across the city state in 2021.  While its networks support auto making, chipmaking, ports and warehouses, Yip acknowledged those use cases are just the start. “There is a lot more innovation that needs to come.” She believes the low-latency offered by SA networks are best suited for use cases on the enterprise side. On the consumer side, she said users appreciate the higher speeds, “but we still need to have killer apps to create the wow factor. AR and VR apps are more niche and not mainstream.”  The post Singtel taps AI to retain call centre staff appeared first on Mobile World Live. http://dlvr.it/T8qQ8b

We're proud to announce a strategic collaboration with Tech Mahindra that will seek to transform network and customer operations for Tech Mahindra's global telecom customers using #IndustrialGenerativeAI. Our focus will be on leveraging our suite of quantum-based generative AI solutions to augment Tech Mahindra’s capabilities, seeking to deliver solutions that achieve “Scale at Speed” to drive operational efficiencies and customer responsiveness for global Communication Service Providers (CSPs). The relationship will provide Zapata AI access to Tech Mahindra’s robust portfolio of global CSPs in order to market and deploy our powerful suite of Generative AI solutions. The joint effort will look to introduce scalable, performance-enhancing generative AI-powered solutions such as network optimization, anomaly detection to prevent disruptions and intrusions, proactive network maintenance, personalized customer interactions, and lower-cost AI solutions that efficiently scale across large networks. CSPs can expect quicker deployment of new services, improved uptimes, lower cost to serve, optimized issue response, and tailored customer interactions that can adapt in real-time to changing consumer preferences. This is anticipated to improve the quality and reliability of services with superior customer satisfaction and loyalty, delivered with significant cost savings and operational efficiency. Learn more: https://lnkd.in/eHMb62j2 #telecom #networkoptimization #predictivemaintenance #anomalydetection #QuantumAI #GenerativeAI

AI Revolution in Call Centers: Navigating the Future with Smart Automation and Enhanced Customer Service AI is rapidly transforming call centers, providing solutions that are not only improving the customer experience but also streamlining operations. Here are some key statistics and trends that highlight the impact of #AI on call centers:    Market Growth: The global call center #AI market was valued at $1.6 billion in 2022 and is expected to grow to $4.1 billion by 2027, with a compound annual growth rate (CAGR) of 21.3%. This significant growth is driven by the increasing demand for improved customer service solutions.    Deployment: There has been a notable shift towards cloud deployments in call centers. This is partly due to the increasing popularity of interactive voice response (IVR) systems that can resolve customer queries over phone calls, reducing the need for direct customer service interaction. Cloud deployment offers the advantages of integrating new systems with existing ones and implementing new call center software more easily.    Enterprise Adoption: Large enterprises dominated the market with a revenue share of above 76% in 2022. These companies are recognizing the benefits of call center software, including cost-effectiveness, sales enhancements, urgent call identification, and security improvements. Small and medium enterprises are also expected to significantly adopt call center #AI software between 2023 and 2030.    Industry Application: AI solutions are being implemented across various industry segments, with the banking, financial services, and insurance (BFSI) sector capturing the highest revenue share. Retail and healthcare are also significant adopters, leveraging #AI to enhance customer interactions and support.    Regional Insights: North America has been leading in the call center #AI market, thanks to the development of #AI technology solutions and supportive government initiatives. Asia-Pacific is expected to see the highest growth rate in the market, with massive investments in call center solutions by countries like China, Japan, India, and the Philippines.    Challenges: Despite the growth, there are challenges in the industry, such as the accuracy of virtual assistants and chatbots, consumer intent recognition, and maintaining business continuity, particularly highlighted during the COVID-19 pandemic.    AI in call centers is not just a trend but a significant shift in how customer service is delivered, with expectations set for an even greater adoption and integration of #AI solutions in the coming years.    #ArtificialIntelligence #Innovation #Callcenter #NeuralPit #AIforBusiness   

🚀 Contact Center 2.0: Navigating the Era of Agentless Communication. Join the conversation as we explore the transformative impact of AI-driven solutions in contact centers and how we lead this topic in the industry. Also, we would like to take this opportunity to express our appreciation for the time and effort contributed by Srikanth RP #AgentlessCommunication #AIDrivenSolutions #ContactCenters #TransformativeImpact #IndustryLeadership #ConversationalAI #TechnologyTrends #haloocom #HEXA