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
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.
Your World Recruitment, a global staffing organisation providing careers to experienced healthcare professionals worldwide, is set to better address the global healthcare staffing shortage with an all-new UCaaS solution provided by Avaya (NYSE: AVYA). Healthcare systems around the world face pressure from the pandemic and urgently need personnel to fill gaps in all areas, such as administering vaccines, helping with unexpected peaks in demand and provisioning services. As a result, specialist healthcare recruitment services like Your World Recruitment are working hard to support the front lines with a reliable supply of new talent. To aid the recovery of the global healthcare staff supply chain, Your Word Recruitment is rolling out Avaya Cloud Office™ by RingCentral®, an agile, flexible and scalable communications solution delivered by Fortay Connect, an Avaya ecosystem partner and expert in customer experience and unified communications. The solution is set to support both the immediate needs and long-term growth of Your Word Recruitment. “As a business, we need to ensure that our recruiters can do their job properly, which means dialling speed, call reliability and remote capability,” said Simon Knox, IT Director, Your World Recruitment. Avaya Cloud Office was selected for its ability to deliver a flawless real-time telephony experience for recruiters and candidates from anywhere in the world, as well as support future expansion. The 280-user, all-in-one cloud communication solution is scheduled to go live by the end of 2021. The global nature of the business was also a key factor in the selection of Avaya Cloud Office. Addressing a global healthcare talent pool with a globally dispersed workforce of recruiters, Your World Recruitment delivers its IT services over VDI to support the secure delivery of apps and desktops. This means that real time communications must also work in the VDI environment. “We wanted softphones for easier homeworking and COVID stay-at-home rules accelerated this move, but our first cloud communications partner, couldn’t support telephony seamlessly within our VDI and its desktop and mobile app required different profiles,” explained Knox. “The issue was that there was a delay – and in recruitment any kind of a delay is too long. Avaya Cloud Office works and does what we need it to do, which is to integrate seamlessly with our VDI environment so that our real time telephony is a seamless and effortless experience for our recruiters. It was also commercially more attractive for us. Steve Joyner, Vice President – UK & Ireland, Avaya, added, “The employee experience is just as vital as the customer experience. In the healthcare industry, both are under pressure right now and so, more than ever, communications experiences need to be effortless. This means being unaware of the layers of technology integration that might be going on behind the scenes so everyone can get on with doing their job well. Avaya customers are empowered to provide their employees with everything they want before they ask for it and before they even know they need it as that is the basis for the great customer engagement and the best experiences.” About Avaya Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at http://www.avaya.com. About Your World Healthcare Established in 2005, Your World Healthcare is a global healthcare recruitment agency, placing a wide range of healthcare professionals from all medical sectors including Nursing, Doctors, Allied Health Professionals (AHP), Health Science Services (HSS) and Non-Medical Non-Clinical to public and private sector healthcare settings in the UK and Ireland. In the UK, Your World is a recognized Crown Commercial Service supplier as well as being accredited with HealthTrust Europe, the Collaborative Procurement Partnership, NHS Wales Shared Services Partnership and NHS Scotland. Your World Healthcare also has multiple extensive private contracts in place for the supply of nurses throughout the United Kingdom.
RingCentral the only UC & CC Leader When - Tuesday 4th April, 12-12:30pm Where - Virtual As of January 2023 RingCentral is now the only outright market leader providing both Unified Communications and Contact Centre. Spending more than $300 million on R&D in 2022, their solutions are constantly being developed to remain best of breed. The RingCentral UcaaS platform now has over 3,500,000 paid users globally with many of them using the CCaaS solution in combination. Hardly surprising when RingCentral has been the UC & CC market leader for almost a decade. RingCentral can seamlessly replace legacy solutions such as Mitel and Avaya, and can introduce advanced capabilities to enhance the way you engage with customers and colleagues. Join this interactive session to learn how using RingCentral will be an enabler for increased flexibility and productivity of your colleagues, and a maximised customer journey.
The Case For Cloud Contact Centers Customers have very high specific expectations when it comes to service, yet companies are stuggling to meet them with on premise contact center technology. Cloud contact centers are clearly the best option to resolve these issues. See the infographic
The Digital Transformation Expo (DTX) and Unified Communications Expo (UCX) showcases the latest ‘must have’ technology and insight from the world’s leading brands and experts The north’s biggest digital transformation expo connects businesses with the information and technology you need right now. Visit our stand (G131) Join Fortay Connect and Zoom on stand G131 where our expert team will be on hand throughout the two days to meet and chat about your unified communications and customer experience strategies. Talking Enterprise Cloud Communications Strategy Fortay Connects, Head of Technology, Mark Taylor, joins Zoom Phone's Director to discuss: How to build an effective and scalable cloud strategy for the agile enterprise Business benefits from transitioning to the cloud Adopting a public-cloud strategy How can 'bringing your own carrier' (BYOC) benefit your enterprise? Don’t miss this session: Thursday 28 th April, 11:40-12:05 on the UC Technology Stage
Evaluating Enterprise Telephony for Microsoft Teams While Teams includes several collaboration essentials, telephony isn’t one of them. Tools like team messaging and video conferencing are readily available, but Teams requires a separate solution to enable workers to make calls in the platform. This whitepaper will provide your clients a rundown of what to look for when evaluating a Teams telephony partner, and walk you through the benefits of RingCentral’s Direct Routing option. Download the Whitepaper Here
