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
As an individual on the autism spectrum and a technology founder, I have a unique perspective on how Artificial Intelligence (AI) can be leveraged to support neurodiverse workforces. Neurodiversity refers to the different ways that people’s brains are wired, impacting how they process information, communicate, and interact with the world. Neurodiverse individuals, including those with autism, ADHD, and learning disabilities, often face challenges in traditional work environments that can limit their full potential. However, the rapid advancements in AI and particularly in some of the solutions my company offer, present a significant opportunity to transform how we approach neurodiversity. Leveraging inclusive, AI-powered tools, we can create workspaces that better accommodate the unique strengths and challenges of neurodiverse employees. This article explores how AI can help build inclusive solutions to empower neurodiverse talent. The Importance of Neurodiversity in the Workplace Neurodiversity, a term introduced in 1998 by American journalist Harvey Blume, emphasises the idea that neurological differences should be recognised and respected like any other human variation. Neurodiverse individuals often think and solve problems in unique ways, contributing valuable perspectives to innovation and business growth. In the tech world, many well-known figures, including Albert Einstein, Steve Jobs, Richard Branson, Andy Warhol and others, are believed to have been neurodivergent. Their contributions have had a lasting impact on society, proving that neurodiversity is a critical asset. Yet, despite these successes, neurodiverse employees face many obstacles, from rigid communication tools to workplace environments that don’t align with their cognitive strengths. AI, when used thoughtfully, can address these challenges by creating tools that cater to a variety of cognitive processing styles. How AI Can Support Neurodiverse Individuals AI has the power to transform workspaces by automating tasks, personalising experiences, and making tools more accessible. Below are several key ways AI can help foster a more inclusive environment for neurodiverse workers. 1. Automating Mundane Tasks for Focus and Efficiency Neurodivergent employees, especially those with autism or ADHD, often struggle with repetitive, mundane tasks that take up valuable mental energy. Autistic individuals might experience hyperfocus on specific tasks, making it difficult to shift their attention, while ADHD employees may find it hard to stay focused on routine tasks. AI-powered automation can mitigate these challenges by automating repetitive tasks, allowing employees to focus on work that aligns with their strengths and interests. For instance, AI-driven workflow tools like Zoom's AI Companion or DialPad Ai generate automatic meeting summaries and notes, allowing users to stay engaged in the conversation without getting bogged down by note-taking. By reducing the cognitive load of repetitive tasks, AI enables neurodiverse employees to focus their energy on more meaningful and impactful work. 2. Natural Language Processing for Clearer Communication Communication is a significant barrier for many neurodiverse individuals. Autistic employees may struggle with metaphorical language, while those with ADHD might have difficulty processing complex sentences. AI can help by using Natural Language Processing (NLP) to simplify communication, making it more accessible to a wide range of cognitive processing styles. Zoom's AI Companion generative ai feature can assist in creating clear and simple language and responses to prospects, customers and others employees. These platforms help users adjust the tone and complexity of their language, ensuring that messages are easy to understand for everyone, including neurodiverse individuals. AI-driven NLP could further enhance these tools by incorporating sentiment analysis and cultural considerations, allowing employees to communicate in a way that resonates with their colleagues while avoiding misinterpretations. 3. AI-Powered Cognitive Assistance For neurodiverse employees, cognitive assistance tools can be game-changers. Many individuals with ADHD or learning disabilities may struggle with organisation, task completion, or remembering key information. AI can act as a cognitive assistant by providing gentle reminders, personalised task lists, and proactive scheduling based on each employee's unique needs. Tools like Workvivo use AI to plan and schedule an e employee’s day, helping them focus on tasks while considering their cognitive patterns. By scheduling focused work sessions and breaks, AI-powered tools can help employees manage their workload more effectively, ensuring they stay productive without feeling overwhelmed. This kind of adaptive technology offers neurodiverse employees the flexibility and support they need to succeed in their roles. 4. Adaptive Onboarding for Continuous Learning One of the most significant barriers neurodiverse employees face in the workplace is traditional onboarding and training processes. These processes often involve information overload and rigid structures that don’t align with different learning styles. AI can provide personalised, adaptive onboarding experiences that evolve with the employee. Rather than a one-size-fits-all approach, AI can tailor training materials to the individual's preferred learning method—whether it's through visual aids, auditory instructions, or hands-on practice. For example, tools like Zoom workvivo offer AI-driven onboarding that can be customised and revisited as needed, providing ongoing support as employees learn new skills or adapt to new roles. Inclusive AI: A Necessity, Not a Luxury AI has immense potential to unlock the talents of neurodiverse individuals while driving business efficiency and growth. To harness this potential, AI tools must be designed with neurodivergent minds in focus from the outset. It’s not just about adding a few features—it’s about fostering a culture of inclusivity that values the strengths neurodiverse employees bring and equips them with the tools they need to excel. When integrated thoughtfully, AI can bridge gaps, enabling neurodiverse individuals to thrive while boosting productivity and innovation across the business. Here’s how: Personalisation: AI can offer tailored solutions to neurodiverse employees, aligning tasks with their strengths and providing flexible, adaptive interfaces that cater to different cognitive styles. Transparency and Explainability: AI systems should clearly explain their processes and decisions, helping neurodiverse users understand how the tools work and how they can be customised to fit their needs. Task Automation and Focus: AI can automate repetitive or overwhelming tasks, allowing neurodiverse individuals to focus on more creative, strategic work, enhancing both their performance and job satisfaction. Communication Enhancement: AI can assist with communication and collaboration by adapting to various communication preferences, ensuring neurodiverse employees are effectively supported in team environments. As a technology founder with autism, I believe we are on the brink of something extraordinary. AI has the power to reshape how we think about inclusivity and neurodiversity in the workplace. By using tools that recognise and respect neurological differences, we can unlock the full potential of neurodiverse individuals, empowering them to contribute to the innovation and growth of our businesses. Neurodiversity is not a challenge to be overcome—it’s a valuable asset that can drive creativity, innovation, and success. Let’s ensure that the AI we build today reflects this understanding and creates a future where everyone can thrive. Experts and deployment specialists in this area, we offer a range of cloud communication technology from providers like Zoom, RingCentral, GoTo Meeting and DialPad all with Ai features talked about in the article. Get in touch if you are interested. https://www.fortayconnect.com/
The sales landscape is changing at an unprecedented pace, and teams need cutting-edge tools to stay ahead in terms of efficiency and growth. Enter Zoom’s Revenue Accelerator—a game-changer for sales teams. Designed as a dedicated part of the Zoom platform, it goes beyond simple communication, offering robust solutions for quality management, coaching, and training. What sets it apart is the integration of conversational intelligence tools, including transcriptions, summaries, and sentiment analysis, combined with seamless telephony and WhatsApp integration. By delivering actionable insights from meetings, calls, and emails, the Zoom Revenue Accelerator helps align sales and marketing teams, improves revenue predictability, and elevates the customer experience. With the ability to shorten deal cycles and boost productivity, it’s the ultimate tool for driving growth and ensuring your sales team stays competitive. In this blog, we’ll explore how Zoom’s Revenue Accelerator is transforming sales teams, enhancing productivity, and driving results. Zoom Revenue Accelerator – Transforming Sales Coaching In today's competitive business landscape, effective coaching can make or break a sales team’s success. With Zoom’s Revenue Accelerator, coaching is streamlined, allowing managers to monitor sales calls through real-time transcriptions, summaries, and sentiment analysis. These features provide insights into performance and help identify areas for improvement, so sales teams can sharpen their skills and close deals faster. The Zoom Revenue Accelerator doesn't just track performance—it also helps create a culture of continuous learning. Sales leaders can provide actionable feedback and coaching, improving overall productivity and fostering long-term growth. Driving Efficiency with Zoom’s End-to-End Telephony Solutions Telephony is crucial to any sales operation, and Zoom’s platform excels in this area. The Zoom Platform allows sales teams to integrate telephony with multiple providers across different regions, creating a seamless communication flow. Whether you’re in Europe, the U.S., or beyond, Zoom’s infrastructure provides end-user support, ensuring smooth operations across global teams. This flexibility is key for teams looking to expand their reach while maintaining high-quality communication. With the ability to manage calls, mobile numbers, and platforms like WhatsApp, Zoom’s telephony solution drives greater efficiency and keeps sales moving. Enhancing Quality Management with Zoom’s Sentiment Analysis Sales conversations are complex, and understanding the nuances can make the difference between closing a deal and losing it. With Zoom’s Sentiment Analysis, sales teams can capture the emotional tone of their calls and meetings. By analysing customer sentiment in real-time, the tool offers insights into how a conversation is progressing—helping sales reps adjust their approach and tactics accordingly. By integrating this AI-driven analysis into everyday workflows, businesses can increase win rates and improve their overall communication strategy. Zoom’s sentiment analysis enables smarter, more informed decision-making. Zoom’s Revenue Accelerator is more than a sales tool—it’s a comprehensive platform designed to empower sales teams with the features they need to thrive in today’s fast-paced business environment. If you are interested in transforming your sales performance and business growth get in touch.
With Meta shutting down Workplace, organisations need a reliable and effective solution to maintain employee engagement and communication standards. Workvivo by Zoom emerges as the top recommended partner for this migration, offering a seamless transition and a comprehensive suite of features to enhance your workplace experience. Boasting a user base exceeding 2 million globally, Workvivo has achieved consistent year-over-year growth of 100% over the past four years. Recognised as a leader in the 2023 Gartner Magic Quadrant for Intranet Package Solutions, Workvivo maintains exceptional satisfaction levels with a 98% CSAT rating and an impressive 97% customer retention rate. In today's article, we'll explore how Workvivo is revolutionising the workplace experience for Zoom Workplace customers. Inspire Connection Workvivo assists employees in cultivating meaningful connections, fostering a sense of belonging, and bonding over shared interests. This is especially vital in today's hybrid and remote work environments, where maintaining strong personal connections can be particularly challenging. Workvivo provides various features, including social feeds, collaboration spaces, and interest groups that help employees connect. These tools allow team members to share updates, celebrate successes, and engage in casual conversations, all of which foster a more unified and motivated workforce. Build Community Workvivo's social feed and collaboration tools facilitate easy employee connectivity, information sharing, and close collaboration, fostering seamless communication and productivity. By doing so, Workvivo helps build a stronger, more engaged community within the workplace. Employees can participate in discussions, share resources, and collaborate on projects, enhancing the sense of community and belonging. Workvivo enables public shout-outs and awards to recognise team and individual achievements. This feature is vital for boosting morale and making employees feel valued for their contributions. Peer recognition through Workvivo boosts morale and fosters a positive work environment. Employees who feel appreciated are more likely to be motivated and engaged in their work. Increase Retention Workvivo contributes to creating a thriving company culture that attracts and retains talent. A strong, positive culture is essential for employee satisfaction and retention. The platform makes the company more appealing to both new and existing employees. Its user-friendly interface and engaging features ensure that employees find it easy to integrate into the company culture and difficult to leave. 5 Reasons Meta Recommends Workvivo for Zoom Workplace Customers Market Leadership: Recognition: Workvivo is recognised as a market leader in employee experience, ranked #1 on review sites like G2 and Gartner Peer Insights. It is also positioned as a Leader in the Gartner Magic Quadrant for Intranet Packaged Solutions. Consumer-Grade and Mobile-First: User Experience: Both Meta Workplace and Workvivo prioritise a consumer-grade experience that's easy to use and loved by all, including frontline workers. Backed by Zoom, Enterprise-Ready: Technology: As a Zoom company, Workvivo benefits from cutting-edge technology that is robust, scalable, and ready to grow with organisations. Comparable Solution: Unified Platform: Like Workplace, Workvivo unifies employee communications, engagement, intranet, and listening tools into one modern app. Award-Winning Customer Service: Customer Satisfaction: Workvivo delivers exceptional customer experience with a 98% CSAT rating, ensuring seamless migration and support. Workvivo is an invaluable tool for any organisation using Zoom Workplace. Its features foster a more connected, engaged, and productive work environment, making it a top recommendation for enhancing employee experience. By adopting Workvivo, organisations can transform their workplaces, inspire connections, build community, and increase employee retention. Many customers are uncertain about the migration process, what to expect afterwards, and the associated costs. Fortay Connect can help. As accredited partners with leading global communications companies, including Zoom, we specialise in solving complex communication challenges modern businesses face. If you're interested in adding Workvivo to your Zoom, Fortay Connect can help manage that as a deployment partner. Schedule your zero-commitment migration consultation today to discover how we can support your unique business needs. Book a free migration review. Learn more about Workvivo by watching this video.
In our cutthroat corporate environment, customer experience (CX) is king. Currently, we are seeing some of the biggest disruptions to the customer service experience, with rapid digitisation, evolving customer demands, and the rise in contactless operations. With this, companies are constantly on the hunt for different ways to improve their customer service experience. CX teams have shifted their focus from acquisition to retention, recognising the long-term value of loyal customers. As consumer expectations continue to evolve, demanding greater levels of personalisation and meaningful interactions, CX teams need to meet these needs effectively to retain customers. This is where the transformative potential of Artificial Intelligence (AI), particularly generative AI, can come into play, by reshaping CX strategies and elevating the overall customer journey. The Shift Towards Retention and Personalisation Today, CX teams are coming to realise that retaining existing customers is more cost-effective than acquiring new ones. Loyal customers not only mean more stable revenue streams but also serve as brand advocates and can drive organic growth through positive word-of-mouth. However, achieving customer loyalty hinges on the ability of CX teams to deliver exceptional experiences consistently. Especially in a post-pandemic world, consumers are increasingly seeking personalised interactions tailored to their preferences, behaviours, and past interactions with the brand. In fact, 71% of consumers expect personalisation and 76% get frustrated if they do not find it. With vast amounts of customer data at businesses' feet, consumers expect businesses to anticipate their needs and promptly provide relevant solutions. This shift in perspective has brought about a greater necessity for CX teams to leverage emerging technologies like artificial intelligence (AI) to achieve this level of personalisation and continue to meet expectations. Leveraging AI for Enhanced Customer Experience AI, particularly generative AI, empowers CX teams to reimagine the customer journey by driving process reinvention and smart automation. Personalisation at Scale Personalisation is a demand from customers that clearly needs to be met, but teams have frequently struggled with delivering it on a large scale. With Generative AI, CX teams are now able to use AI algorithms to analyse vast amounts of customer data to discern patterns and preferences. By understanding individual customer preferences, CX teams can deliver more personalised experiences. Whether it's recommending products that are most suited to their specific business needs or tailoring communication after customer interactions, AI enables CX teams to build more genuine connections with customers, thereby enhancing retention rates. Efficiency and Engagement AI-driven automation streamlines repetitive tasks, freeing up CX teams to focus on high-value activities such as resolving complex issues and engaging with customers on a deeper level. This can be in the form of chatbots powered by AI, which can address customer inquiries round-the-clock, or AI-powered sentiment analysis tools which enable CX teams to gauge customer satisfaction in real time. Dialpad AI Contact Centre, a contact centre-as-a-service system, has used AI to reduce both average call handle time and the amount of time agents spend on post-call administrative work, improving productivity. Process Reinvention AI also facilitates process reinvention by identifying inefficiencies and bottlenecks within the customer journey. Through predictive analytics, CX teams can anticipate customer needs and proactively address pain points before they escalate. In the customer service journey, AI is currently most commonly used during customer conversations, suggesting a potential lack of awareness with broader use cases of AI in customer service. By making full use of AI to optimise customer journeys and processes, businesses can enhance the overall customer experience. Driving ROI The integration of AI in CX strategies yields tangible returns on investment (ROI) by increasing customer retention and lifetime value. By delivering personalised experiences, businesses can enhance customer satisfaction, reduce churn rates, and ultimately drive revenue growth. Additionally, AI-driven automation also increases operational and individual employee efficiencies, lowering costs and improving resource allocation. Dialpad AI Contact Centre has seen over 380% return on investment after implementing these AI solutions, from improved contact centre agent productivity, reduced time spent coaching agents, cost savings from reduced turnover, as well as higher revenue from avoided downtime. Amidst these evolving customer expectations, AI emerges as a game-changer for CX teams striving to enhance retention and achieve customer satisfaction through personalisation. Want to learn more about artificial intelligence and its role in the CX team's journey? book a slot for a consultation with me!
Amidst new emerging technologies and evolving customer expectations, many organisations across different industries need to adapt to stay relevant in this changing business landscape. In an effort to stay ahead and keep a competitive advantage, insurance companies need to adopt new approaches and leverage emerging trends. Let’s delve into some key trends and discuss how implementing advanced technologies can provide a competitive advantage for insurance companies as they move into 2024! AI and Improving Customer Service Experience Artificial Intelligence (AI), since its emergence, has become a game-changer, especially when it comes to enhancing customer experience. Many organisations, including insurance companies, are increasingly turning to AI-powered solutions to personalise interactions and streamline customer journeys. This is most commonly in the form of implementing AI chatbots and virtual assistants, helping insurers by providing real-time support, answering simple queries, and assisting with claims processing efficiently. With customers starting to expect personalised services and seamless customer journeys, this is becoming less of an advantage, but more a necessity to stay relevant in our digital age. To take it a step further, insurers can invest in advanced AI customer experience technology that goes beyond basic chatbots. Integrating natural language processing and machine learning algorithms allows for a more personalised and intuitive interaction between the customer and the chatbot. This not only improves customer satisfaction but also reduces response times and enhances overall operational efficiency. Omnichannel Contact Centers in the Digital Age In our digital age, contact centres have evolved from traditional call centres to omnichannel hubs of customer engagement. In 2024, the focus for insurance companies should be on creating seamless and omnichannel contact centre experiences. Customers today expect a seamless experience across various touchpoints, whether that is through mobile apps, websites, or social media. Recently, while primary customer interaction is still taking place on traditional channels such as phone calls, there is an increasing trend towards omnichannel engagement, with omnichannel interactions becoming a new norm. Omnichannel approaches ensure that customers can engage with the insurer through their preferred method, ultimately boosting Net Promoter Scores (NPS), which looks at a customer’s satisfaction with their experience. As such, insurance companies should strive to provide a consistent and integrated experience regardless of the customer's chosen channel. This is where investing in robust omnichannel solutions and AI-driven technologies can come into importance. These new solutions can empower contact centres to handle customer inquiries seamlessly across various channels, providing a unified and consistent experience. Furthermore, implementing analytics tools to track customer interactions across channels can provide valuable insights for continuous improvement. Integrating AI for Cost Savings In an era where efficiency and cost-effectiveness are paramount, AI is proving to be a valuable tool for insurance companies. AI-driven automation can increase operational efficiency, by automating routine processes, such as claims processing and underwriting; this also can significantly reduce operational costs. Insurance companies should strategically deploy AI to identify areas for automation, such as simple, repetitive tasks. This way, insurers can allocate resources more effectively and focus on more challenging tasks that require human input. Enhancing Customer Experience Through AI Beyond cost savings, AI has the potential to revolutionise the way insurers interact with their customers on all fronts, not just in customer service. Companies across industries have been leveraging AI to ensure that the entire customer journey is as optimised as possible. In a McKinsey survey, 24% of respondents mostly commonly use AI in service operations optimization. For insurance companies, this can come in the form of tailored policy recommendations, automated claims processing, and proactive communication through AI-driven channels. By harnessing data analytics and AI-driven insights, insurers can anticipate customer needs, enhance communication, and foster long-term relationships with clients. Improving Employee Productivity Improving productivity is another key tool that will help insurers in the pursuit of delivering exceptional customer experiences. These new technologies can be adopted to help insurers consolidate various engagement tools into a single application, reducing the need for agents to switch between platforms. This not only streamlines workflows but also enhances employee productivity. Furthermore, investing in employee training programs to adapt to these consolidated tools ensures that staff can leverage the technology to its full potential, contributing to improved customer service and overall operational excellence. Fortay Connect’s Solution By strategically implementing these trends, insurance companies can position themselves as industry leaders and gain a competitive advantage over competitors. Here at Fortay Connect, we aim to support businesses and organisations with vital communications services that are proven to deliver successful outcomes. To learn more about our services and how we can best support your unique business needs, reach out today or book a slot for a consultation with me!
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.
