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!
Microsoft Teams Integration: Simplified Unified Communications Now
With Elisha Telecom’s Teams Integration Module, any SIP-compliant IP-PBX can transform into a unified communications system through seamless Microsoft Teams Integration. In 2006, Elisha Telecom introduced the groundbreaking ETPBX Manage PBX Platform, setting the standard for customizable and fully managed hosted PBX systems. As a fully managed PBX platform, Elisha Telecom goes above and beyond to make sure the system fits the needs of each client. We do this by integrating it with third-party systems like CRM and ERP and using a proven open-source cloud-based backend to ensure uptime and reliability. With Elisha Telecom’s fully managed PBX, clients can relax knowing that our team will handle all technical aspects, negating the need for in-house technical expertise. Beyond traditional telephony, ETPBX offers comprehensive unified communications capabilities, seamlessly integrating with various communication channels, including email, video calling, instant messaging, and more. In line with new technology, ETPBX also lets you connect to engines that use artificial intelligence. These engines can do things like speech-to-text, text-to-speech, sentiment analysis, AI-driven chat and conversation features, and generative AI analytics. ETPBX: Seamless Microsoft Teams Integration Microsoft Teams, a collaborative platform within the Microsoft Office 365 suite, empowers organisations to communicate and collaborate using tools like instant messaging, video conferencing, and file sharing. While Microsoft Teams is widely embraced for enhancing teamwork, one often underestimated feature is its potential to integrate with traditional telephony through VoIP integration. This integration, however, typically presents significant technical challenges as well as substantial financial, time, and resource investments. Elisha Telecom’s ETPBX fully-managed UC Platform eliminates these hurdles, making the integration of Microsoft Teams with traditional telephony smooth and instant. Your organization’s employees can utilise Microsoft Teams across their desktops, laptops, tablets, or smartphones to effortlessly make and receive calls worldwide through the company’s official telephony channels. ETPBX effortlessly integrates with Microsoft Teams, delivering a genuinely unified communications channel seamlessly connected with Microsoft Office, the globally recognised office suite. VOIP PBX: Microsoft Teams Integration For organisations seeking to leverage their existing VoIP PBX system, Elisha Telecom extends its technical expertise and enterprise-grade cloud infrastructure to facilitate integration with Microsoft Teams. The Elisha Telecom Teams Integration Module (TIM) acts as middleware, simplifying the connection of any SIP-compliant VoIP PBX with Microsoft Teams. This enables MS Teams users, irrespective of their global location, to make and receive calls through the VoIP PBX system. Our VoIP engineers can configure the Teams Integration Module in a matter of days, not weeks, ensuring a swift and efficient integration process. Why choose Elisha Telecom’s Teams Integration Module? System Requirements: Contact Elisha Telecom Today and schedule a free demo to find out how Microsoft Teams can be integrated to your existing IP-PBX.