In the digital era, businesses are turning to advanced communication and collaboration platforms to stay competitive and agile. Solutions like Zoom, RingCentral, Dialpad, and GoTo are leading the way in digital transformation (DX) for communication, offering versatile tools to connect teams, enhance productivity, and streamline business operations. Here’s why these platforms are a smart choice for organisations looking to make communication and collaboration the heart of their DX strategy. 1. Enabling Seamless Remote and Hybrid Work Environments The need for flexible work environments has skyrocketed, and certain tools have made it easier for organisations to transition smoothly to remote or hybrid work models. With powerful video conferencing, chat, and collaboration tools, these platforms make it easy for teams to work together, regardless of location. Zoom is a go-to solution for video meetings and webinars, known for its reliability and user-friendly interface. RingCentral goes a step further by offering a unified communications solution with VoIP, messaging, and video conferencing integrated into one platform. Dialpad and GoTo also deliver unified communications, focusing on seamless call handling, VoIP features, and easy integrations to fit diverse business needs. Why It Matters: Remote and hybrid work models are here to stay, and DX solutions are essential for creating a flexible, cohesive work environment. 2. Enhancing Team Collaboration and Productivity Digital transformation in communication is about more than just connecting people—it’s about empowering teams to collaborate effectively. Each of these platforms offers unique collaboration tools designed to enhance productivity: Zoom is ideal for video conferencing, virtual whiteboarding, and breakout sessions, making it a staple for creative brainstorming and in-depth team discussions. RingCentral combines messaging, video, and phone features, allowing employees to seamlessly switch between modes of communication within the same platform. Dialpad leverages AI-powered call insights and transcriptions, which help teams stay organised, capture key information, and collaborate effectively without needing multiple tools. GoTo offers easy screen sharing, webinar hosting, and training options, catering to teams that frequently need to share presentations, conduct virtual training sessions, or host large-scale virtual events. Why It Matters: A strong DX solution should enhance productivity, and provide comprehensive, user-friendly collaboration tools that drive teamwork and efficiency, not complicate it. 3. Reducing Operational Costs and Improving ROI With DX solutions companies can cut down on the costs associated with traditional phone systems, physical office space, and travel. These platforms are cost-effective alternatives to maintaining separate systems for phone, video conferencing, and messaging. RingCentral’s cloud-based VoIP and unified communication system allow businesses to consolidate their communication infrastructure, which can significantly reduce overhead costs. Dialpad’s cost-effective VoIP system and AI-driven features reduce the need for expensive hardware, offering a high ROI through streamlined, modernised call handling. GoTo focuses on affordable, scalable solutions for video conferencing and training, making it easy for businesses to grow without needing costly upgrades. Why It Matters: By reducing communication costs, DX tools free up the budget for other initiatives, driving overall efficiency and offering a faster return on investment. 4. Improving Customer Engagement and Experience Customers now expect instant, personalised communication and digital transformation solutions offer tools that are perfect for managing customer interactions, enabling businesses to meet and exceed customer expectations. Dialpad provides AI-driven call insights, call transcriptions, and analytics that help sales and support teams engage with customers more effectively. RingCentral offers an all-in-one platform where customer calls, messaging, and video conferencing are streamlined, enhancing customer support and responsiveness. GoTo offers webinars and virtual training capabilities, making it an excellent choice for businesses that want to engage customers through interactive, online experiences. Zoom is also a trusted platform for client meetings and webinars, delivering a high-quality, accessible user experience that enhances customer communication. Why It Matters: Superior customer engagement is crucial in today’s competitive environment. DX solutions empower businesses to deliver exceptional customer experiences through quick, reliable, and personalised communication channels. 5. Boosting Business Resilience and Continuity Digital transformation in communication is vital for business resilience. During disruptions like the COVID-19 pandemic, organisations that had already implemented digital communication solutions were able to continue operating with minimal impact. RingCentral’s cloud-based system ensures that businesses can stay connected even when physical offices are inaccessible, offering high availability and continuity. Dialpad’s cloud platform means teams can make and receive calls, access call insights, and collaborate from anywhere, ensuring business can continue as usual. GoTo and Zoom provide virtual meeting spaces and remote work capabilities, which are essential for keeping teams connected and productive during unforeseen circumstances. Why It Matters: Business resilience is critical in today’s world, and digital solutions help organisations stay agile and prepared for anything. 6. Simplifying Communication with Unified Platforms The best digital transformation solutions streamline communication by providing a unified platform. This simplifies workflows and reduces the need to switch between multiple tools. RingCentral offers a fully unified communication experience by integrating messaging, phone, and video into a single platform. Dialpad provides phone, messaging, and conferencing all on one platform, making it easy for teams to manage all communication in one place. GoTo consolidates training, video conferencing, and meeting management, reducing complexity and making communication more efficient. Zoom remains a top choice for video-first communication, but with features like Zoom Phone and Zoom Chat, it’s rapidly expanding into a more comprehensive communication suite. Why It Matters: Unified communication platforms are easier to manage and improve team efficiency. By integrating messaging, calling, and video conferencing, solutions like RingCentral, Dialpad, and GoTo streamline workflows and simplify communication for businesses. 7. Leveraging Analytics and AI for Smarter Communication Advanced analytics and AI tools are becoming an integral part of digital transformation, enabling businesses to gain insights and make data-driven decisions. Dialpad and RingCentral are leaders in this space, using AI to enhance communication. Dialpad provides real-time transcription, sentiment analysis, and actionable call insights powered by AI, giving businesses deeper insight into customer and team interactions. RingCentral offers analytics for call performance, employee productivity, and customer satisfaction, helping businesses identify trends and make improvements. Zoom and GoTo also offer post-meeting analytics, which provide insights into engagement, participation, and meeting effectiveness. Why It Matters: Analytics and AI-driven insights allow businesses to optimise their communication strategies, providing better customer service, improving productivity, and refining operations based on real data. As companies embrace digital transformation, choosing the right communication and collaboration solutions is essential. Zoom, RingCentral, Dialpad, and GoTo are at the forefront of DX, offering powerful, flexible, and cost-effective tools that empower businesses to adapt to new ways of working, connect with their customers, and streamline operations. By enabling remote work, improving customer engagement, and simplifying communication with unified platforms, these DX solutions drive growth, resilience, and efficiency. In the journey toward a fully transformed, digital-first workplace, investing in the right communication tools is a smart, strategic decision that will continue to yield benefits well into the future. Whether you're a small business or a large enterprise, digital transformation platforms offer the tools you need to succeed in today’s digital landscape. To get an idea of the benefits those platforms can have, download our free whitepaper. Image Source: Canva
Unlocking New Productivity Features Welcome to the future of virtual collaboration! If you've ever found yourself lost in the whirlwind of a Zoom meeting, scrambling through notes, or struggling to recall key points, the AI Zoom Companion transforms your experience. Imagine having a digital assistant that captures main ideas, highlights essential tasks, and keeps everyone on track. This AI companion is more than just a fancy addition—it’s a groundbreaking tool designed to transform how meetings are conducted by enhancing productivity and ensuring you make the most of every minute. Let’s dive into the wonders of what the AI Companion can do on Zoom! Understanding Zoom AI Companion Zoom AI Companion is an advanced digital assistant designed to streamline virtual meetings, boost productivity and improve collaboration. By leveraging Zoom AI Companion features, users can focus on the discussion rather than mundane admin tasks like note-taking or scheduling. This tool integrates into your CRM platform, providing a more interactive and efficient virtual meeting environment. Key Features Of AI Companion On Zoom The AI Zoom Companion is packed with features that make it indispensable for today’s virtual meetings. Here are some of its standout functionalities: Meeting Summaries: Automatically generate concise summaries of each meeting, ensuring everyone stays informed, even if they missed the live session. Text Translation: Break down language barriers by providing real-time translation during meetings, fostering seamless communication among diverse teams. Sentiment Analysis: Analyse the tone of conversations in real time to provide insights into team dynamics and engagement levels. Task Recommendations: Suggest actionable tasks based on meeting discussions, prompting follow-up actions to keep momentum going after the meeting. Enhancing Meetings With AI Zoom Companion Real-Time Transcriptions One of the best features of AI Zoom Companion is its ability to transcribe meetings in real-time. Imagine attending a meeting without the stress of missing important points. The companion listens attentively, captures every spoken word and generates a transcript so you can always revisit discussions. It’s like having a dedicated note-taker who never misses a thing! Automated Note-Taking Taking meeting notes can often be overwhelming, but with the Zoom AI Companion, that task becomes effortless. It highlights key points and extracts essential information, creating a comprehensive set of notes. You’ll never have to worry about missing critical details again, and it becomes easier to share insights with your team post-meeting. Smart Scheduling Scheduling meetings has never been easier, thanks to AI Zoom Companion. This smart assistant analyses participants' calendars and suggests the best meeting times based on availability. It even sends invitations and handles rescheduling conflicts automatically, making sure everyone is available and engaged at the right time. Collaboration Tools Powered By Zoom AI Zoom is continually expanding its AI features to make collaboration smoother. Here are a few innovative tools: Zoom Docs: A recent addition, Zoom Docs is an AI-first collaborative document that transforms meeting content into actionable documents. It includes full meeting summaries and helps boost agents' productivity by turning insights into organised steps. Mind Maps: Using Zoom Whiteboards, the AI Zoom Companion can create mind maps based on user prompts. This feature allows teams to organise ideas and stay on track, perfect for brainstorming sessions. Smart Recordings: Missed a meeting? No worries. Zoom’s AI Companion will automatically divide meeting recordings into chapters, organised by topics. Why AI Zoom Companion Is Essential For Meetings With AI Zoom Companion, meetings become more productive, accessible, and organised. Here’s how: Increased Productivity: AI tools can generate summaries, highlight action items, and even suggest the next steps. Improved Communication: Real-time transcriptions, text translations, and automatic note generation make it easier to ensure everyone is on the same page. Better Meeting Accessibility: Zoom AI Companion enhances inclusivity by providing features like closed captions for the hearing-impaired and real-time summaries for latecomers. Future Features With Zoom AI The future looks bright with Zoom AI Companion as it continues to evolve. You will soon be able to use AI to prepare for meetings by researching information, analysing phone calls, and even generating images. With these features, Zoom AI will not only make your work easier and faster, but it will also help you improve over time. If you would like more information about AI Zoom Companion, please get in touch. Image Source: Canva
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!
