Over recent years, businesses have been installing collaboration and communications systems in response to the new requirements of their employees. Accessing these tools from any location at any time has become the norm, as hybrid working has become a permanent feature of business life. The success of UCaaS proves that accessible unified communications systems in the cloud have rapidly replaced traditional, on-premises systems.
By optimising UCaaS, you can offer intelligent, connected experiences. Artificial intelligence, advanced analytics, integration with Microsoft Teams, integration of unified communications and contact centres, system reliability: our experts present all the latest topics in five two-minute episodes during this first season.
Many businesses have introduced hybrid working, and communications systems have had to adapt to flexibility, mobility and security requirements while guaranteeing the best return on investment. Employees appreciate this new way of working, but they need modern, efficient solutions to ensure that they remain productive.
With the development of artificial intelligence, new, simple and integrated solutions can be implemented in communications platforms. Artificial intelligence has already shown that it can effectively improve the quality of communications and automate certain tasks. Now, generative AI allows us to go one step further.
Lauren Barber, Upmarket Expansion Manager, explains more. (Link)
Introducing a customer-centric culture has become a priority for many companies that want to improve the customer experience. This strategy requires the involvement of all the departments to increase the quality of service. But the presence of silos, which are found in the majority of companies, and the fact that many departments often work independently and do not use the same tools, can compromise the global customer experience and make it tricky to build a customer-centric culture.
Fortunately, communications systems are evolving and can now be more easily integrated with contact centre tools, which allows agents to benefit from a clearer picture of the interactions with customers. Practical examples of the integration of unified communications and contact centres (UC + CC) explain why this measure improves not only the customer experience but also the agent experience.
Alfie Al-Attiyah, Lead Solutions Engineer, tells us more. (Link)
Collaboration systems such as Microsoft Teams have been adopted rapidly by many companies. But when it comes to managing their phone communications, they tend to opt for third-party solutions. They prefer to rely on an expert provider that offers advanced phone capabilities and makes a commitment concerning the quality and availability of the communications system. However, to benefit from the best of both worlds, it is essential that these systems are well integrated.
Integrating Microsoft Teams with RingCentral’s phone services brings advantages such as a cost reduction, increased reliability and a range of advanced capabilities. Businesses that have already integrated these systems do not plan to change the way they operate, even if they use Teams for messaging and video. They benefit from the advanced phone capabilities and integrated systems that are transparent for users.
Bryan Peddie, Product Marketing Manager, explains more. (Link)
Analysing the performance of your communications system has become crucial to managing its activities. Unified communications systems provide IT reports that are useful for the employees in the IT department who are responsible for maintaining the system. However, nowadays companies want to manage their communications systems on the basis of a more business-oriented approach. They aim to monitor new types of KPIs and put in place alerts so that they can make decisions more easily on the basis of the data.
The progress made by UCaaS solutions in the area of analytics reports and general reporting brings tangible benefits for companies in the form of advanced analytics. These allow businesses to be more agile in their response to changes in their environment. In addition, this management capability is a distinguishing feature among the many offerings on the market for communications and collaboration systems.
Natalie McGathan, Senior Customer Success Manager, tells us more. (Link)
Business communications systems must be reliable in order to provide the best possible customer and employee experience. A number of factors have to be taken into account, including the quality of the communications, the availability of the platform, its ability to accommodate activity peaks and the security standards it complies with.
This level of reliability is easier to achieve with the cloud, but the provider must have a well-designed infrastructure. This is the case with RingCentral, which has many data centres throughout the world and the necessary architecture and other measures in place to enable it to offer the SLA with the highest performance on the market with an uptime service of 99.999%.
Nicolas Erhlacher, AVP Professional Services and Sales EMEA, explains more. (Link)
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