Elisha Telecom and its Pioneering AI services in Comms Dealer
Elisha Telecom and its AI Services is featured in the October 2023 issue of Comms Dealer magazine. Comms Dealer magazine, the pioneering publication in the UK convergence channel, is an important resource for the comms and convergence community. Its expert team of journalists and channel specialists ensures readers stay informed about the latest developments in the ICT channel, including new opportunities and technologies and emerging market trends. The Comms Dealer website offers real-time news, comprehensive content, interviews, market analysis, and valuable insights. The article highlights the pivotal role of Elisha Telecom CEO, Jeff Green, in the transformation of contact centers through the integration of artificial intelligence (AI). Jeff Green, with a background in ICT, emphasizes the importance of AI integration rather than standalone AI tools. Elisha Telecom, established by Green and Mike Torres in 2006, has grown to serve both large end users in the Philippines and smaller UK businesses through resellers. Green recognizes that AI is not just about the tools but the seamless integration of AI services into business processes. Elisha Telecom’s latest offering, Elisha Insights, is an AI-based metrics solution designed to revolutionize contact center operations by harnessing data and AI-driven insights. Green acknowledges the evolving landscape of communication services, with a transition away from traditional desk phones towards softphones, WebRTC, and mobile devices. He places particular importance on MS Teams in this shift and ensures that his company adapts to these changing technologies. Green anticipates Elisha Telecom becoming a market leader in AI-generated metrics thanks to early adoption and the accumulation of priceless insights. He draws parallels between the potential of AI and the transformative impact of the microchip.
Shaping the future of business interaction: AI-Powered Unified Communications
Business communications are changing, and not just in the number of channels businesses now need to integrate to effectively communicate with customers, colleagues and partners. Unified Communications solutions have been touted as a major enabler of innovative business communications, but what exactly does it mean, how does Artificial Intelligence support that innovation, and what does that process entail? Keep on reading to find out! What is ‘Unified Communications’? Unified Communications (or UC for short) is a major component to the future of communication services, amalgamating all your separate communication channels under one application, so your team only has one app for everything. Voice Video Social Media Messaging Conference Email Typically delivered via an app for laptops and mobile devices, UC solutions also enable robust and secure remote or hybrid working policies to be put in place, guaranteeing productivity while delivering a better work/life balance for employees. Especially when combined with futureproof technologies, merging AI, 5G and UC, for example, businesses have the perfect foundations to build innovative new experiences for customers and ensure the highest satisfaction rates, hopefully increasing the chances of customers returning for additional purchases too! The Role of AI in Unified Communications AI trends are everywhere, from content creation to stock trading, helping automate and enhance processes, just like in the telecoms industry. AI in communication solutions can help businesses do more with less, while providing rich insights into performance to help businesses improve processes even further! AI-powered UC solutions provide more value by enhancing collaboration tools and ingesting massive volumes of interaction information to help surface insights that would be indecipherable otherwise! ChatbotsMinimise incoming calls by delivering automated responses – via websites and voice calls – to common issues and questions. Natural Language Processing (NLP)Natural Language Processing essentially means automated listening and transcription – enabling AIs to listen to callers’ needs (like in the next example) as well as collate everything that’s said across all of a business’ calls, to help identify areas for improvement. Voice recognitionPrioritise calls and ensure they’re directed to the right department, which is sometimes called ‘Automatic Customer Interaction Classification’ reducing transfer volumes and increasing first-time resolutions. Further Benefits of AI-Powered Unified Communications Data Analysis from Multiple Sources and LanguagesOnce NLP is in place, contact centres can deploy sentiment analysis, trawling that massive volume of conversations to highlight common phrases and keywords. Whether positive or negative, the results help decision-makers know what works and what isn’t and where to reallocate resources for the greatest impact. Customisable Performance IndicatorsContact centres can better assess performance of individual team members (and teams on the whole) with KPIs updated in real-time, from call lengths to wait-times, satisfaction scores to sale success rates, ensuring managers and staff can all see how they’re doing in the given moment. Privacy ProtectionAI is also really good at keeping sensitive information anonymous, whether via encryption or other forms of anonymisation, ensuring biases don’t work their way into reporting or staff surveys for example. But Ai isn’t without its challenges, from creating Machine Learning engines in the first place to identifying regional variances in pronunciation and vocabulary, even ensuring AI-powered decision making doesn’t take a drastic turn and send callers down an incorrect calling journey! So, if you want AI to help as much as possible, rather than hinder, Elisha Telecom can take all the complications away and develop the automated processes that help your team do more with less. Call 020 7100 1114 or email info@elishatelecom.com today to see what’s possible with an AI-powered, fully managed UC solution!
UCaaS: A New Standard for Business Communications
Cloud communications, specifically Unified Communications as a Service (UCaaS) or hosted PBX, is revolutionizing enterprise communication systems. In contrast to traditional on-premise PBX solutions, cloud PBX offers significant advantages such as reduced equipment costs, improved communication services, enhanced phone quality, flexibility, and mobility, resulting in increased productivity. A recent study by the Eastern Management Group highlights the growing prevalence of UCaaS, with the market worth $20 billion in 2018, encompassing 54 million seats. Unified Communications has a substantial market share globally, with a 27% total addressable market in North America and 73% in other regions. The report projects a continued rise in hosted UCaaS startups/providers, reflecting the shift towards cloud-based communication solutions. Maintaining an on-premise PBX system poses limitations in today’s dynamic business landscape, including communication challenges during outages, poor call quality, limited scalability, high server upkeep costs, and difficulties in adding new communication capabilities. The necessity of change is clear as businesses seek to enhance efficiency and adaptability. The cloud-based alternative, with a market share growth from 4% in 2010 to 18% in 2017, offers a promising solution to address these challenges. Switching to UCaaS offers definitive advantages: Selecting the right UCaaS solution requires careful consideration. Key questions to ask potential providers include affordability, technical support availability, customization, and integration capabilities, offered features, security, global coverage, call quality guarantees, and the availability of reports and analytics. Industry reports indicate a clear trend toward cloud-based communication. According to No Jitter’s 2016 report, the adoption of cloud-hosted communication increased significantly from 20% in 2015 to 28% in 2016. The future outlook is promising, with a forecasted 17% growth in 2017 and beyond. Moreover, Frost and Sullivan’s 2015 report predicts a 25-30% adoption rate increase for cloud communication from 2017 to 2020. Read the Original White Paper Below: