Tag: CX

  • How to Create Robust Security in CX

    How to Create Robust Security in CX

    A Review of Security Features of Zoom Contact Centre; Simplify360; NICE CXone; and CallCabinet

    This article examines the security features of leading solutions from Zoom Contact Center, NICE CXone, Simplify360, and CallCabinet. These platforms are pivotal in safeguarding sensitive customer data and ensuring seamless, secure interactions across various communication channels.

    We’ll explore how these platforms protect sensitive customer data, mitigate security threats, and ensure compliance with industry regulations. Understanding the security features of these platforms is crucial for any organization striving to enhance its customer experience while maintaining a strong defense against security threats.

    Table of contents:

    1. Pain Points with Lasting Impact

    2. Encryption Protocols

    3. Access Controls

    4. Compliance

    5. Threat Detection and Prevention

    6. CallCabinet

    7. Conclusion

    Pain Points With Lasting Impact

    Organizations face several cybersecurity pain points that can significantly impact their operations and reputation. According to Venturebeat, “Phishing has become omnichannel, mirroring and exploiting the technologies businesses use to communicate. These attacks cross channels, as hackers use phone calls, SMS, social media direct messages and chat.” Among these, data breaches stand out as a particularly alarming issue. A data breach occurs when sensitive, protected, or confidential data is accessed or disclosed without authorization, potentially leading to financial losses, erosion of customer trust, and long-term reputational damage.Without robust security measures, sensitive conversations and data can be intercepted or tampered with by unauthorized parties, leading to breaches of confidentiality, loss of intellectual property, and exposure of customer data

    Compliance challenges represent another critical pain point. With the proliferation of data protection laws such as GDPR, HIPAA, and PCI DSS, organizations are under increasing pressure to ensure that their handling of customer data meets strict regulatory standards. For organizations, this means not only the direct loss of sensitive information but also the undermining of customer confidence and trust in their ability to protect their privacy. Failing to adequately protect customer information or maintain proper data handling practices, leading to potential fines and sanctions that can severely impact their bottom line and customer relationships.

    Together, these pain points underscore the critical importance of implementing comprehensive cybersecurity measures to protect against data breaches, ensure compliance, and secure communications, thereby safeguarding an organization’s reputation and its customers’ trust.

     

    Encryption Protocols

    Encryption protocols are the backbone of cybersecurity, ensuring that data transmitted over the internet remains confidential and secure from unauthorized access. These protocols employ sophisticated algorithms to convert data into a coded form, which can only be decrypted with the correct key. 

    Essential for protecting sensitive information such as personal details, financial transactions, and confidential communications, encryption safeguards data both in transit and at rest, thwarting potential eavesdroppers and hackers.

    When it comes to CX platforms, employing robust encryption protocols is non-negotiable. Businesses rely on these platforms to handle vast amounts of customer data, making security a top priority to maintain trust and comply with stringent regulatory requirements.

    Zoom Contact Center, Simplify360, and NICE CXone each prioritize data security by implementing advanced encryption protocols. 

     

    Encryption Vendor Highlights 

    Zoom Contact Center ensures secure customer interactions by encrypting all communications and, safeguarding data in transit and at rest.

    Simplify360 employs industry-standard encryption protocols to protect user data transmitted through their platform. 

    NICE CXone takes a comprehensive approach by offering encryption for data in transit and at rest, using industry-standard protocols to prevent unauthorized access and ensure data integrity. 

     

    Access Controls

    Robust access control mechanisms are essential for safeguarding sensitive customer data within CX platforms. These controls dictate who can access specific information and what actions they’re permitted to perform. Here’s how access controls work:

    • Role-Based Permissions: Businesses define granular roles based on job functions (e.g., agent, supervisor, administrator). Each role is granted specific access to data and system features, preventing unauthorized actions.
    • Two-Factor Authentication (2FA): An added layer of security, 2FA requires users to provide a secondary form of identification (like a code sent to their phone) along with their username and password. This significantly reduces the risk of unauthorized logins.
    • Audit Logging: Tracking user activity within the platform provides accountability and allows for investigating potential security incidents.

    Access Control Vendor Highlights

    Zoom Contact Center: Offers role-based permissions and detailed activity logging. 

    NICE CXone: Provides granular access controls and the option to enforce 2FA for enhanced security.

    Simplify360: Includes tools for managing user permissions and access levels..

    Remember, access control implementations can vary in complexity among vendors. Some offer extensive customization, while others may have more streamlined setups.

     

    Compliance

    Compliance is paramount for businesses handling sensitive customer data. Compliance standards in contact centers refer to the set of regulations and guidelines that govern how customer information is managed, stored, and processed. Failure to comply can result in severe consequences, including:

    • Hefty Fines: Violating regulations can lead to substantial financial penalties.
    • Legal Penalties: Non-compliance can trigger lawsuits and legal repercussions.
    • Reputational Damage: Breaches due to non-compliance erode customer trust and harm brand reputation.

    Compliance Vendor Support

    Zoom Contact Center: Offers features and configurations to assist with GDPR, HIPAA and PCI DSS compliance.

    NICE CXone: Provides tools and adheres to certifications supporting compliance with GDPR, HIPAA, and PCI DSS. https://www.niceincontact.com/)].

    Simplify360: Recognizes the importance of compliance in building secure, trustworthy customer engagement platforms.

     

    Threat Detection and Prevention

    CX platforms combat security risks through proactive threat detection and prevention capabilities. These systems leverage advanced technologies like:

    • AI and Machine Learning: Analyzes patterns and behaviors to identify suspicious activity or potential threats in real-time.
    • Threat Intelligence Feeds: Consolidated data on known malicious activity are used to block or flag potential attacks.
    • Automated Response: Some systems can take automatic actions to quarantine threats, minimizing their impact.

    Why It Matters

    Proactive threat detection and prevention are crucial because:

    • Security threats constantly evolve: These systems help stay ahead of new and emerging attack methods.
    • Data breaches have severe consequences: Early detection and response can prevent or minimize security incidents.

    Threat Detection Vendor Highlights

    Zoom Contact Center: Offers security tools and may integrate with specialized threat detection solutions. 

    Simplify360: Follows best practices to ensure data is safe and secure.

    NICE CXone: Employs AI-driven anomaly detection and offers robust analytics to pinpoint and respond to potential threats. 

     

    CallCabinet

    CallCabinet specializes in secure, compliant call recording solutions to enhance customer experience within contact centers. Their key capabilities include:

    • Secure Call Recording: CallCabinet captures and encrypts call recordings for secure storage and retrieval, ensuring confidentiality and data integrity.
    • Regulatory Compliance: The platform adheres to industry regulations like GDPR, HIPAA, and PCI DSS, simplifying compliance processes for businesses handling sensitive customer conversations.
    • Integration with CX Platforms: CallCabinet seamlessly integrates with leading CX platforms, enabling easy access and management of recorded calls alongside customer interaction data.

     

    Conclusion: Cybersecurity is a Journey – Not a Destination

    Cybersecurity is an ongoing process. Businesses must continuously evaluate their security posture, adapt to threats, and implement best practices to protect their valuable customer data. 

    One size does not fit all. It requires a highly integrated set of procedures and policies that are tailored to the unique needs of a business. 

    It requires a comprehensive understanding of the evolving nature of the enterprise. And ​​a cybersecurity plan must be meticulously tailored to meet the unique requirements of each business.

    Leading CX platforms like Zoom Contact Center, NICE CXone, Simplify360, and compliant recording services like CallCabinet offer a range of security features, including encryption, access controls, threat detection, and compliance support. 

    To implement a robust cybersecurity plan, it’s crucial to find the right CX partner. ULAP Networks and its partners, like Zoom, NICE, Simplify360, and CallCabinet, offer solutions that are designed to the specific needs of each business.

     

  • Rich Messaging Apps: Supercharged SMS

    Rich Messaging Apps: Supercharged SMS

    Beyond SMS: Enter the World of Rich Messaging Apps

     

    The history of WhatsApp and other RMAs is a fascinating reflection of the evolution of communication technology, especially in the context of smartphones. 

     

    RMAs have significantly impacted CX by offering features beyond SMS capabilities, allowing sending and receiving text, photos, videos, documents, and location and voice calls. 

     

    RMAs also offer encryption that SMS lacks, which is ideal for enterprise cloud environments. SMS also involves costs per message or depends on network provider bundles, depending on the user’s plan and country. The limits of SMS led to the development of RMAs.

     

    The Limitations of SMS

     

    Today, there are a host of RMAs, including WhatsApp Business, Facebook Messenger, WeChat, Apple Business Chat/iMessage, and Google Business Messages. 

     

    Customer adoption is impressive. According to research firm Statista, in 2022, the number of global consumers and companies using WhatsApp Business was estimated to surpass 1.26 billion users. 

     

    RMAs A Tool To Transform CX - Infographic

     

    CPaaS Platforms Take SMS & RMAs To A New Level

     

    Though SMS and RMAs are excellent communication tools, they require constant modifications and customisation for enterprises depending on the marketing and support situation. Besides that, SMS and RMAs offer excellent opportunities to mine customer data and analytics and significantly increase customer engagement.

     

    That’s where CPaaS helps.

     

    CPaaS consolidates SMS and RMA apps into one dashboard, providing businesses an integrated platform to orchestrate omnichannel strategies rather than managing individual channels. Companies that offer CPaaS solutions include Webex Connect, Twilio, Bird (formerly MessageBird), Plivo, Sinch and Infobip and Vonage.

     

    Better still, CPaaS handles an impressive range of backend delivery infrastructure, automated workflows, analytics, and more. It provides actionable data and tools around two-way messaging absent in standalone RMAs. Some provide the ability to integrate with the leading RMAs like Apple Message, Facebook Messenger, and Google Business Messenger.

     

    Other benefits include:

    • CPaaS offers a flexible development environment with software toolkits and APIs to customize communication products/services.
    • It enables developers to build messaging capabilities into apps versus limited configuration with RMAs alone.
    • Designed for enterprise-scale communication needs across large customer bases. It also offers more mission-critical guarantees around security, latency, uptime. 

     

    In summary, CPaaS solutions augment the capabilities of individual rich messaging apps to power more streamlined, scalable, and sophisticated B2C communication strategies for businesses with advanced requirements.

     

    AI Rising: The Relentless Pursuit of Better CX

     

    AI is becoming integral to CPaaS to enhance customer engagement within the SMS and RMA environment. 

     

    SMS and RMAs generate abundant conversational data from real-time, high-frequency customer messaging interactions. Whether customers are texting questions about an order or communicating needs over WhatsApp, every message input provides valuable insights.

     

    When this data is integrated into a CPaaS platform leveraging machine learning algorithms, robust analysis unlocks a goldmine for businesses. Predictive models identify intent and patterns in customer language. Natural language processing classifies the topics, sentiments, and semantics mentioned across conversations over time. 

     

    Powerful segmentation and analytics around messaging data fuel hyper-personalization. Customers feel understood and heard when they receive tailored content or offers meeting their needs without having explicitly asked. AI remembers the context of prior discussions, mimicking human memory.

     

    Chatbots leverage NLP to parse inquiries and handle common requests automatically through SMS or rich messaging apps. They personalize interactions, gauge customer satisfaction with sentiment analysis, recommend products, and answer questions seamlessly. Virtual assistants feel more helpful by retrieving and responding with specific details using the customer’s same natural language. Humans step in easily when needed.  

     

    Overall, AI augmentation enables companies to scale mass personalization through messaging. The right message, right channel, and right time become possible. Combining smart automation with the trust of SMS & RMAs creates sustainable one-on-one engagement between brands and customers.

     

    AI is no longer an option. One way or another, AI will find its way into every area of the enterprise, especially in the contact centre. It’s still early in the game. The AI hype cycle will be with us for some time to come. In the meantime, CPaaS companies will continue to refine and develop new solutions to harness the power of ML and NLPs. These models will become more refined from expanding datasets (driven by SMS and RMAs), resulting in more meaningful tools to improve CX. 

     

    Companies that seize this opportunity and are willing to experiment with AI in an agile way could gain significant revenue, profits, and a loyal customer base. There’s no going back. AI is here to stay.

  • Tales of Practical AI in 2024

    Tales of Practical AI in 2024

    “Facts are stubborn things.” John Adams, second president of the United States

    John Adams’ famous statement of 1770 is still relevant today. Because 250 years later, facts still are quite stubborn – and can lead to costly consequences. 

    Consider the churn rate in contact centres. 

    According to a 2022 study conducted by NICE, contact centre attrition rates were 42 percent. And in organizations with more than 5,000 employees, churn was as high as 50 percent. Even more worrisome, 31 percent of agents were actively looking for another job, according to the NICE study.

    Add up the numbers. Consider the impact on the bottom line. Year over year, the agent drop-out rate translates to a major cash burn. 

    Worse, consider the emotional condition of your agents. Those who stay could be coping with burnout. But can a burned-out agent really build brand loyalty? That’s a big ask.

    According to a McKinsey study, it costs between $10,000 and $20,000 to train an agent. 

    So, if a contact centre has 100 agents, and 42 quit annually, that’s a loss of $420,000 to $840,000. Add to that the cost of losing customers because of negative experiences, and these facts are not just stubborn. They’re painful. As agents race to the exits, the cost of doing business gets higher. 

    Fortunately, there’s a way forward. It starts with increased management awareness of agent burnout and implementing policies to counter agent churn by improving agent well-being. It’s a two-prong approach: better training and providing agents with omnichannel solutions that include AI tools. 

    Engaged and satisfied call center employees are:

    • 8.5x more likely to stay than leave within a year

    • 4x more likely to stay than dissatisfied colleagues

    • 16x more likely to refer friends to their company

    • 3.3x more likely to feel extremely empowered to resolve customer issues”

    Source: McKinsey.

    AI: Now In Omnichannel Platforms Near You

    To move the needle in improved CX and agent performance, CXaaS vendors like NICE offer AI-enhanced capabilities and are already providing help. 

     

    Other CXaaS vendors like Simplify360, with its AI-powered chatbots, have added AI capabilities to improve agent performance by providing a unified interface for managing multiple contact channels (voice, email, chat, social media, etc.). Key capabilities often include skills-based routing, automated workload balancing, customer journey analytics, and AI-driven agent assistance. 

    The Customer Meets AI With NICE

    Enlighten Autopilot from NICE offers a specialized AI solution crafted for customers, offering personalized experiences to enhance customer loyalty. It ensures the delivery of seamless interactions through digital journeys or AI-designed virtual agents. 

     

    Customers are provided tailored self-service options, strategically positioned on their customer journey. It’s based on training models and LLMs comprised of company knowledge, aligning each response with the goal of serving the client and the brand.

    When The Customer Calls, The Agent Is Ready

    NICE also addresses the crucial need to provide agents support at every moment. Enlighten Co-pilot is one such tool of tremendous value: a conversational AI tool for agents. 

     

    It generates precise, knowledgeable conversational responses. It alleviates agents from repetitive tasks, granting them quicker access to knowledge and answers. Better still, the aim is to significantly reduce agent stress and improve their well-being with more meaningful customer conversations.

     

    Supervisors can facilitate more intelligent guided interactions and implement AI-driven coaching, enhancing agent and consumer experiences.

    Give Them The Tools

    When in 1940, Winston Churchill said, “Give us the tools, and we will finish the job,”  the future of Britain hung in balance with the threat of an imminent invasion by Nazi Germany. Consider a similar clarion call by contact agents today: “Give us the tools – backed by AI – and we’ll finish the job.” 

    We’re witnessing an exuberant AI hype cycle. History shows that it takes about a decade for a new technology like the first web browser from Netscape, released in 1994, to find a market with measurable, practical, and profitable benefits. It took a while for broadband speeds and easy-to-use payment systems to be developed. Then came audio and video streaming. technology became far better. Today we can’t live without the internet.

    While the AI hype continues to burn bright, we have no idea where and when the practical tools will take root. It’s the start of a new technology era, and it will also take a while for things to take shape.

    Start-ups are already developing AI applications to meet unmet needs across all industries, especially in health care. 

    But an innovation cycle is already happening in the CXaaS space. Companies like NICE have seen the enormous potential for AI to transform customer journeys while easing agent strain and improving employee satisfaction. 

    CXaaS AI tools are in their infancy. In five years, the contact centre might look a lot different, thanks to the practical benefits of CXaaS platforms enhanced by the power of AI.

  • SMS: Customer Engagement 140 Characters At a Time

    SMS: Customer Engagement 140 Characters At a Time

    “The advance of technology is based on making it fit in so that you don’t really even notice it, so it’s part of everyday life,” Bill Gates.

    Digital transformation has pushed life to hyperspeed. The more we rely on digital technologies, the quicker the pace and the more we need to stay in touch. We need fast, reliable, and simple ways to connect. Thank heavens for SMS.

    SMS is not unlike electricity. We assume it’s there when we need it. And it usually is. Better still, it’s simple to use, amazingly effective, and it keeps our daily lives humming along. It’s a basic, widely accessible, and straightforward means of communication. Its universal reach and simplicity have made it an indispensable tool. And it’s an indispensable platform for B2C.

    It’s the lingua franca of the digital age, allowing users with different platforms to connect, share, and transact business across different mobile devices, operating systems, and networks. It doesn’t require a smartphone or a high-speed internet connection, making it accessible to a wide range of users worldwide.

     

    SMS: The Unseen CX Workhorse

    Since its first message in December 1992, the short-burst SMS has evolved to be one of the most effective customer experience (CX) tools. 

    The online digital lifestyle publication Earthweb reports that more than 2 trillion SMS messages were sent in the US in 2023. Globally, it was reported that 8.4 trillion SMS messages were sent in 2021, according to a Forbes magazine article.

    With over 86 percent of the global population possessing a smartphone, and SMS clocking in with hundreds of billions of messages daily, the SMS ecosystem will remain a rich field for companies across all industries.

    A 2021 report from Mitto, an omnichannel solutions provider, offers important insights on using SMS as a tool to build brand loyalty:

    • SMS has a click-through rate of 19 percent compared to landing on the first page of Google search engine results page (SERPs), which is at 34.36 percent, email marketing (four percent), and Facebook (one percent). (SMS Comparison, 2022)
    • 41 percent of consumers prefer receiving brand updates via SMS versus email (22 percent). Meanwhile, 66 percent of consumers prefer receiving text service notifications. (Yotpo, 2020)
    • About 80 percent of people worldwide will be using smartphones by 2023. It’s also estimated that there will be 7.52 billion mobile users by 2026. (Ericsson & The Radicati Group, 2022)
    • Ninety-five percent of text messages tend to be read and responded to within the first three minutes when they’re received. (SMS Comparison, 2021)

     

    The SMS ROI: It’s Hard to Ignore

    Further to the Mitto report, brands implementing omnichannel strategies, including SMS solutions, had the following results:

    • Four times more likely to report loyal customers.  
    • Three times more likely to have significant increases in revenue growth.   
    • Three times more likely that customer experience was rated an ‘A.’  
    • Three times more likely they will increase their investment in CX.  
    • Two times more likely to respond to customers in real-time or less than an hour. 

    Follow the Numbers To Follow The Money

    SMS is a real workhorse for customer engagement. Its usefulness can hardly be in doubt. 

    Its compatibility across devices and networks makes it a linchpin in the omnichannel toolkit, driving CX and brand loyalty. Its reliability and simplicity make it a fundamental, universally accessible communication tool critical for B2C interactions.

    Its impressive usage statistics underscore its effectiveness, and with reports highlighting its superior click-through rates and consumer preferences, SMS’s role in fostering real-time connections and loyalty is undeniable. And its proven impact on revenue growth, customer loyalty, and investment in CX further makes its indispensable technology in enhancing customer-brand relationships.

  • Cloud AI in the Mobile First Markets

    Cloud AI in the Mobile First Markets

    In 1959, Esso, now ExxonMobil, launched a consumer advertising campaign in the US dubbed, “Put a tiger in your tank.” The slogan suggested that Esso’s petrol stood out from other brands because it was like adding the strength of a tiger to a car engine. The Esso ‘tiger’ became one of the most well-known ad campaigns of the 1960s.

    These days, we’ve gone from tigers to llamas. The hottest topic today is not the petrol in your engine. It’s about the AI in your pocket. Consider Meta and Qualcomm Technologies, Inc., the mobile phone chip company. They’re working together to optimize Meta’s Llama 2 large language models (LLMs) directly on-device with generative AI applications using the AI capabilities of Qualcomm’s Snapdragon platforms.

    Starting in 2024, generative AI models (like Llama 2) will be available on smartphones, PCs, VR/AR headsets (and don’t forget cars) to provide users with private, more reliable, and personalized experiences. This will allow intelligent virtual assistants, productivity applications, content creation tools, entertainment, and more. 

    So, as the roar of the internal combustion engine gradually gives way to the silent surge of instant torque of the electric car, the smartphone will perform (and look) a lot differently, too – thanks to AI. Within a decade, you could have a “llama in your pocket,” so to speak, offering up personalised recommendations in real-time, observing your precise location, writing emails on the fly, and acting as a personal assistant to guide you through food and menu choices based on your health profiles.

    Already Samsung has ​​three Galaxy S24 models that are expected to include generative AI capabilities. The company has also registered two trademarks; ‘AI Phone’ and ‘AI Smartphone.’ And companies like NICE, the CXaaS (Customer Experience as a Service) company, have reoriented their corporate focus to AI-inspired initiatives. Clearly the world is on the cusp of an entirely new era. The ‘smart’ of smartphone is poised for a big upgrade. The AI phone is at hand.

     

    AI and Cloud Projects Grow in APAC

    Until now, AI in smartphones has primarily played a supportive role (neural processing units embedded in chips have been instrumental in powering features like on-device translation, voice, image recognition (Google Lens), and virtual assistants such as Siri and Google Assistant). But smartphones are evolving into more than just endpoints; they are becoming active participants in the cloud ecosystem, particularly in APAC (read our last article on the growth of mobile within the region).

    Consider the collaboration of digital payments between Apple Pay and Hyundai Card in South Korea which was supported by the government of South Korea. South Korea is the tenth Asia-Pacific country where Apple Pay is available. The fin-tech service already exists in Australia, New Zealand, China, Hong Kong, Macao, Japan, Malaysia, Singapore and Taiwan, according to Apple. 

    As if to cement the East’s growing potential, reported by Nikkei Asia last month was the case of NVIDIA, whose GPUs power ChatGPTs servers, visited nearby Southeast Asia to discuss investments in AI infrastructure; a move that leverages the region’s established experience with technology supply chain. It’s one of the many decisions by global tech companies that are highlighting the emerging market’s path to advanced cloud innovation.

    The accelerating demand for mobile payments, e-commerce, and other transactions makes AI in mobile a continuous cycle of benefits.

     

    CX in Emerging Markets Trends Looks Bright

    The arrival of AI with mobile-first cloud services will have a transformative effect in emerging markets, creating opportunities for innovation and economic growth. 

    This growing potential is not lost on even prominent cloud vendors from the established markets of North America, and Europe. 2023 Gartner Magic Quadrant CCaaS Leader, Genesys, reports of CX in APAC: “it’s now critical for organizations to have a connected voice and digital strategy that empowers customers across their journey.”

    It’s particularly important when you consider that 63% of APAC consumers will pay more to buy from companies that support their values, and a third of respondents reported that they stopped engaging with a service after a negative interaction. 

    A challenge consistent to further CX innovation in the region is the issue of connecting technology and data to create end-to-end customer journeys. Without the capabilities of a well-integrated multichannel strategy, a customer that switches between a chatbot interaction and contact center loses their historical context leading to frustratingly longer resolution times of their cases. According to Genesys’ report, only 18% of APAC companies have achieved efficient communication within a multi-channel CX presence.

     

    Languages Make Challenges. But Not Impossible Ones

    To delegate tasks from human agents to automation, AI and LLMs need to be more proficient and handle more complex requests. Most popular LLMs have been based on the English language, posing challenges for deploying chatbots in non-English regions like Asia where there are dozens of languages with local complex colloquialisms. The sheer diversity of languages in these regions is no small feat for LLMs to master.

    But within a decade, these limitations could disappear.

    Singapore, both multilingual and flagship to technological innovation within Southeast Asia, is already initiating its own multimodal and localised LLMs to manage context-switching between languages in the region. In India, a travel service has utilized Microsoft’s Azure OpenAI Service-powered chatbot to accommodate customers in a country with 22 official languages and dozens of dialects. It caters to users who prefer voice interactions over smartphone apps for tasks like booking holidays. The travel service AI chatbots serve as intelligent assistants to human agents, enhancing their productivity and efficiency with more qualified leads.

    The goal is to enable voice interactions in multiple languages, making the platform accessible to all Indians. This requires refining natural language models to grasp colloquial speech patterns typical in rural towns and villages. The travel service intends to offer a  multimodal chatbot that integrates text, voice, video, and image interactions. 

    It’s still early in the game, and perfecting such a comprehensive system is a challenge yet to be mastered in the industry. But, considering the astonishing speed of AI progress since 2022 and the widespread adoption of ChatGPT and its competitors, the language barriers in emerging markets will be surmounted within 10 years or less.

     

    Adios Tiger. Let’s Explore With LLama and AI

    Generative AI, with its advanced capabilities like natural language processing, image generation, and predictive analytics, will enhance, improve, and deepen the smartphone experience.

    The tiger in the tank today is the llama in your pocket. Unlike the tiger, who prefers solitude, the llama is a sure-footed and adaptable companion in your pocket who can take you to new and enhanced digital experiences. With AI in your pocket, you can go almost anywhere your smartphone suggests.

  • Clouds of Change: AI’s Role in Revolutionizing Cloud CX in 2024

    Clouds of Change: AI’s Role in Revolutionizing Cloud CX in 2024

    “AI is the new electricity. Electricity revolutionised all industries and changed our way of life, and AI is doing the same. It’s reaching into every industry and discipline…”

    Andrew Ng, Founder of deeplearning.ai, Co-Chairman and Co-Founder of Coursera, and Adjunct Professor at Stanford University.

    “AI is the most profound technology humanity is working on. More profound than fire, electricity, or anything that we have done in the past.”

    Sudar Pichai, CEO of Alphabet, Google’s parent company.

     

    2024 will be another good year for the cloud. According to a Gartner report, global spending on public cloud services is forecasted to grow by 20.4% to $678.8 billion. That’s up from $563.6 billion in 2023.  

    Coincident with this growth, artificial intelligence will continue to escalate in demand, and it will continue to shape the cloud landscape, most especially in customer experience. 

    It’s more than cost, time, and efficiency. The cloud is now a catalyst for innovation, agility, and success across diverse industries – much of it spurred by AI.

    Consider NICE, a CXaaS company specialising in improving customer experience. NICE has shifted its entire focus to AI-based tools.  Why? Because they see the obvious. AI is here. And at an astonishing rate, it will be even more capable and intelligent. NICE and dozens of other cloud solutions firms are augmenting their product portfolios with AI. Those companies that harness it and provide useful and meaningful solutions for customers will attain remarkable market dominance.  

    With NICE, AI has augmented its tools for tasks like social listening, digital CRM analytics, intelligent call routing, understanding caller intent, and analytics in quality monitoring. These AI-driven tools help reduce average handle time, increase first-contact resolution and enhance overall customer satisfaction. 

    2024 will be a robust year for cloud companies. AI’s impact will continue to influence how companies and their customers interact. It all comes down to improving customer experience. 

    Companies in the Customer Experience as a Service (CXaaS) space are at the forefront of this AI integration.

    These companies employ AI to transform contact centers, enhancing customer interactions through advanced AI tools.  

    Integrating AI in these platforms is not just about automating tasks; it’s about creating a more intuitive, responsive, and personalised customer service experience. 

    The surge in AI-powered virtual assistants has provided a view of the future, revolutionising customer interaction and offering automated yet personalised responses.  

    CXaaS companies that have already deployed advanced AI capabilities include: 

    • Zoom: Known for its video conferencing solutions, Zoom has been integrating AI features to enhance the user experience, which can be applied in contact centre scenarios.
    • CallCabinet: known for its complete product offering to capture data, track voice calls, and ensure high security and compliance requirements, it utilises AI algorithms to analyse call data. This can include sentiment analysis, speech analytics, and keyword detection, which help understand customer interactions more deeply and improve the overall customer experience.  
    •       Simplify360: Specializes in AI-driven customer support and marketing, using chatbots with Natural Language Processing (NLP) and machine learning for personalized, efficient service across multiple channels.
    • NICE: Capabilities include full journey orchestration with advanced analytics, automation, machine learning and predictive algorithms for enhancing customer interactions and operational efficiency
    • RingCentral: This platform provides AI-driven insights and analytics for contact centres, helping to improve customer interaction and operational efficiency.

     

    Key developments and trends in AI features. Now till 2029. 
    1. Emotion detection and sentiment analysis will become highly accurate. AI will be able to detect subtle voice inflections and word choices to determine how customers truly feel with over 90 percent accuracy. This will enable companies to deliver ultra-personalized service and support.  
    1. Predictive analytics will anticipate customer needs. By crunching massive datasets, AI will foresee problems and predict optimal solutions for customers, sometimes before the customer is even aware of the issue. This proactive care will wow customers.
    1. Chatbots and virtual assistants will handle increasingly complex queries. With advanced natural language processing capabilities, virtual agents will resolve up to 70 percent of customer support tickets with no human involvement required. This will slash costs while also providing 24/7 assistance.
    1. Full omnichannel integration will anticipate needs. AI will combine data from all channels (voice, chat, email, etc.) to discern customer intents, emotions, and expectations. It will then direct outreach to the ideal channel for each situation. This contextual care will build strong loyalty. 
    1. Hyper-personalization will feel like working with a friend. With full customer insights, CX platforms will enable authentic personalized small talk, thoughtful gestures like discounts, and spot-on anticipatory problem-solving, making customers feel genuinely cared for. This human-like treatment will elicit intense customer loyalty.

    By 2029, AI may handle nearly all routine inquiries, freeing humans to focus solely on complex issues.  

      

    We’re Not in Kansas Anymore 

    In 2024, the landscape of cloud computing will continue to be reshaped by AI. Not just as a technological trend but as a customer-centric revolution, redefining how businesses interact with and serve their customers. Its ease of access, provided by leading CXaaS providers, will dramatically impact the intelligence of digital interactions. 

    Unlike the advent of electricity, AI is evolving much faster and becoming more powerful without our intervention. Who knows what the AI-powered customer experience will look like in 10 years? The focus today remains on balancing innovation with security and compliance. 

    The future looks incredible. AI is here to stay. Stay tuned. 

  • 2024 Outlook in Cloud Communications: AI’s Impact in Three Areas

    2024 Outlook in Cloud Communications: AI’s Impact in Three Areas

    “It is not the strongest that survives; but the species that survives is the one that is able best to adapt and adjust to the changing environment in which it finds itself.”

    Charles Darwin, “Origin of the Species”.

    As 2024 begins, all of us can take inspiration from Darwin’s observation. In this era of hyper-change, if we skilfully adapt, we have a good chance of thriving – and enjoying the process. After all, collectively, we face the most dramatic and consequential changes in human history (economic uncertainty, AI, war, political upheaval, and climate change). Darwin’s “changing environment” is clocking at a pace like no other. Despite everything, some industries and technologies, like cloud-native business communication platforms (or cloud communications platforms) for instance, steadily continue to adapt and evolve. 

    AI and ChatGPT appeared all of a sudden, or so it seemed. But in fact, AI has been evolving for decades out of the mass consumers’ spotlight. Then it arrived; a powerful technology like no other. Our first seemingly self-aware companion, offering up answers tirelessly in response to our endless queries. And beyond the hype cycles and buzz about AI, businesses worldwide will continue to focus its impact on three crucial areas of their digital communications deployments. Those are bolstering security, ensuring regulatory compliance, and delivering a seamless customer experience (CX). 

    These three areas are not just individual goals but intertwined elements that will collectively shape the future of cloud-native communications platforms. 

     

    Security: The Unwavering Pillar of Cloud Communications 

    In the era of rampant cyber threats, security remains a top priority for cloud communications providers and adopters. This coincides with the rise of remote and hybrid work, which have increased security threat levels significantly. 

    According to a report by Cybersecurity Ventures, cybercrime damages are projected to cost the world $9.5 trillion annually by 2025, making security risks an existential threat to businesses and organizations. And, with the widespread use of multi-channel communications and its high volume of video, voice, text, and whiteboard communications, digital cloud systems must address its relative challenges. 

    Cloud communications solutions will continue to incorporate advanced security tools like end-to-end encryption, multi-factor authentication, and AI-powered threat detection systems. AI – powered by machine learning (ML) and natural language processing – are becoming a critical part of advancing and improving security, and compliance platforms, according to an article in UC Today. 

    Below are some of the ways innovative platforms are elevating security: 

    • Data Encryption: Optimizing encryption methods with AI based on the type of data and its usage patterns, and automating the complex process without manual intervention or performance compromise. 
    • Data Loss Prevention (DLP): Utilize machine learning to predict potential data breach scenarios by analyzing patterns in data usage and access. 
    • User Access Controls: Advanced systems can use AI to analyze user behaviour to identify deviations from normal patterns, enhancing security by detecting potential threats or compromised accounts.

    The UC Today article also mentions quantum cryptography as a valuable emerging technology, as it introduces the most sophisticated encryption to date, safeguarding data transmissions against advanced threats. 

     

    Compliance: Steering Through Regulatory Landscapes 

    Compliance with regulatory standards such as GDPR, HIPAA, and various national privacy laws is a significant challenge for cloud communications providers. 

    Consider the $1.8 billion (US) fines against Wall Street firms in 2022 for failure to abide by compliance regulations. The trend continued in September 2023 when the U.S. Security Exchange Commission (SEC) fined five broker-dealers $79 million for “failures to maintain and preserve electronic communications in violation of federal laws.” 

    As these regulations evolve, and they evolve quickly and constantly, cloud communications providers must adapt and even future-proof compliance to avoid penalties and maintain customer trust. 

    Here’s how cloud communications platforms are enhancing their compliance tools with AI, machine learning and automation: 

    • Archiving and Record-Keeping: Classify and index records with AI, and using the same system for quick retrieval based on AI assistants. 
    • Compliance with Regulations: Training AI systems to update to the latest regulatory changes and automatically adjust as needed. Teams can also utilize machine learning for ongoing risk assessments and ensure the compliance standards of data handling. 
    • Audit Trails: Utilize machine learning to sift through vast amounts of log data to identify patterns, anomalies and other signs of potential issues. 

    RingCentral, Cisco Webex, Zoom, NICE, Microsoft Teams, CallCabinet and other firms are a few of the many companies that are integrating advanced compliance tools into their platforms. 

     

    Seamless CX: The Holy Grail 

    The quality of customer experience is a measure of how well a company embraces agile processes.  One that deftly adapts to unexpected events – such as the pandemic – will thrive. Consider the pandemic. A Deloitte report indicates that with customers in the pandemic lockdown, omnichannel communications suddenly became the de facto method to enhance customer loyalty, even as restrictions have lifted. Customers demanded it.  They want brands to deliver a consistent, positive experience at every touchpoint. Technology solutions need to align with customer values and anticipate their needs. 

    AI tools have already begun to improve CX on cloud communications platforms. For example, with AI, speech analytics assesses emotional intent, leading to more personalized and effective service.  Leading technology and analytics vendors that provide AI solutions to help companies improve and transform customer engagement and experience include: 

    • Salesforce – Salesforce offers Einstein AI capabilities across its platforms. 
    • Adobe – The Adobe Experience Cloud integrates Adobe Sensei AI engines for capabilities like automated customer journey mapping, and predictive analytics. 
    • SAP – SAP C/4HANA is SAP’s suite of customer experience solutions leveraging machine learning.  
    • Microsoft – Microsoft Dynamics 365 AI uncovers customer insights that help sales, marketing and service teams better align with customer needs. 
    • Verint – Verint offers AI-infused omnichannel customer engagement including areas like journey orchestration, contact centre intelligence, automated quality management and advanced text and speech analytics. 

    The future looks bright with AI. It can enhance and transform CX by understanding language, analyzing unstructured data like customer feedback, recommending relevant offers or information, and even conducting increasingly natural conversations.  

    The push for advanced personalization experiences opens up new disciplines in data and lifecycle management. Within a decade, AI bots could be so powerful that they will help guide a customer through even considerably nuanced dilemmas that require unique solutions.  

     

    Conclusion: Bit by Bit, Things Get Better. Not in Leaps. 

    Cloud communications platforms and solutions will continue improving incrementally,  driven by customer demand, technological innovation, and an ever-demanding customer. 

    As we navigate through 2024, the cloud communications landscape is being reshaped by the collective forces of security, compliance, and seamless CX and enhanced by careful and practical AI innovation.  

    These are not standalone goals but interdependent objectives that must be pursued together for businesses to thrive in the dynamic cloud communications market. As these technologies evolve, they hold the promise of transforming not just communication strategies but the very fabric of customer and business interactions. 

  • Need to Set-Up Operations in Emerging Markets? It’s Not a Moon Shot

    Need to Set-Up Operations in Emerging Markets? It’s Not a Moon Shot

    In 1969, when the NASA space program sent its Apollo 11 astronauts to land on the moon, they faced a colossal set of unknowns. After all, no human being had ever landed on the moon, much less walked on it. Fortunately, the technology and the systems held. Apollo 11 was a success.

    Today, global enterprises that want to set up cloud-based operations in hard-to-reach markets can take a lesson from Apollo 11. It’s a remarkable insight into teamwork and extraordinary deadlines while taking huge risks – while relying on cutting-edge technology to go to unknown regions far from headquarters.

    So when it comes to the complex question of how to set up reliable and compliant cloud-based operations in hard-to-reach markets, it certainly isn’t like going to the dark side of the moon. Far from it.

     

    Setting Up Operations in Hard-to-Reach Markets

    Multinational companies have operations that span from Angola, India, Brazil, to Thailand. Will a CIO ever be able to get an accurate picture of his global enterprise?

    Successfully expanding your operations in emerging markets is no longer a journey to the dark side of the moon. But it’s no small feat either.

    While each market presents unique challenges, several key considerations apply universally. Global enterprises need the assurance that their cloud-based operations far from the Western hemisphere will operate with the same performance and reliability with equal capability.

     

    Local Partnerships Are Essential

    Partnering with established local telecom and technology providers is crucial. They understand the local situation and can help navigate complex regulatory and infrastructure issues.

    For example, ULAP Networks has an impressive track record assisting global enterprises in launching cloud-based operations across emerging markets like Africa, the Middle East, and Southeast Asia. Leveraging the expertise of ULAP and its infrastructure ensures your systems will be compliant and built to withstand unpredictability.

     

    Compliance at Every Level 

    Maintaining data security and privacy compliance is mandatory. Be sure to fully understand GDPR, PCI DSS, HIPAA, and other relevant regulations. Implement systems to keep data protected and segmented by geography. Utilise technologies like AI and analytics to closely monitor for anomalies and generate audit trails. For example, leading providers like ULAP Networks offer solutions to simplify compliance across borders.

     

    Flexible, Redundant Infrastructure

    Bandwidth limitations and power instability are common challenges. Build redundancies to mitigate downtime risks. Consider a hybrid model combining cloud and local infrastructure. This balances cost efficiency with more control. Leverage technologies like SD-WAN to optimise network traffic and enable policy-based application access.

     

    Omnichannel Customer Experiences

    Today’s consumers expect seamless omnichannel interactions. Offer consistent experiences across channels like voice, chat, SMS, social media, and messaging apps popular locally. Cloud contact centres from providers like Genesys, NICE CXone, and Simplify360 offer the flexibility to scale channels easily.

     

    Real-Time Analytics and AI

    Harness the power of data to monitor operations and quickly address issues. With limited on-site staff, analytics and AI bots can provide visibility. Prioritise key operational metrics like system uptime, call volumes, wait times, CSAT scores and more. Tools like Salesforce Service Cloud and Zendesk incorporate these capabilities.

     

    Monitor Agent Burnout In BPOs Before It Burns Up Your Customers

    Agent burnout leads to low customer satisfaction scores. Dissatisfied customers can and do post bad reviews. It’s a downward slope of lost revenue.

    Where possible – with the cooperation of the BPO – use AI and analytics tools to improve data gathering in BPOs. Speech and text analytics software can monitor and evaluate agent-customer interactions to score performance, identify areas for improvement, and feed into training programs. AI chatbots also log details of customer inquiries that can be mined for insights.

    However, adoption is limited as most offshore BPOs are focused on cost reduction versus innovation. They can be reluctant to invest in new technologies. So, when setting up a relationship with a BPO, insist on data transparency, even if it means partnering with a call compliance company like CallCabinet, which offers advanced analytics and AI solutions.

    If they could land on the moon, expanding to emerging markets is easily achievable by comparison. Conduct due diligence to understand requirements and risks. Partner with ULAP for resilient infrastructure leveraging cloud and local networks. Prioritise compliant, omnichannel customer experiences backed by advanced analytics and AI tools from CallCabinet.

    With the right partner, your global footprint can successfully grow. Because it’s no longer a moon shot to reach emerging markets.

    _______

    About us
    ULAP Networks has assisted Fortune 500 companies with our coverage in over 113 countries, specializing in cloud solutions for complex jurisdictions.

    We work with leading SaaS platform vendors, including CallCabinet, that provide AI-driven business insights and sophisticated emotional sentiment analysis to help global enterprises connect with their remote operations.

    Visit our ULAP for CallCabinet webpage or contact our business consultants to see how you can use advanced features in your global network at info@ulap.net

  • Pushed to The Breaking Point, Contact Centre Agents Are Burned Out

    Pushed to The Breaking Point, Contact Centre Agents Are Burned Out

    “Their youth was gone. They were old already. They were through with it. They had no more illusions, and no more resistance. They were empty and indifferent. They had been robbed of the simple human feeling of happiness…”

    – Erich Maria Remarque

    Global enterprises frequently offshore contact center operations, lured by benefits like reduced labor costs, 24/7 service capabilities, and multilingual support. While this strategic move allows businesses to concentrate on core functions, the well-being of these agents is paramount.

    High stress and burnout rates not only affect retention but can compromise brand interactions. True brand integrity requires an inclusive approach, ensuring all representatives, irrespective of location, feel valued and integral to the organization’s mission.

    According to a Cornell University 2020 research study, 87 percent of contact centre agents report high or very high-stress levels. This data doesn’t bode well for companies that rely on contact centres to be the first and only human contact with customers.

    Contributors to advisor stress include back-to-back calls, verbal abuse from customers, understaffing, constant performance monitoring, heightened consumer expectations, and the perpetual demands of being a brand ambassador.

    The Costs of Contact Centre Agent Burnout

    Agent burnout has a significant negative impact on operations and the bottom line. Key consequences include:

    • Increased absenteeism and turnover: Burned-out agents take more sick days and are more likely to resign, leading to staffing deficiencies and reduced productivity.
    • Declining customer service quality: Exhausted agents struggle to deliver excellent service, making more mistakes, interacting rudely with customers, and demonstrating apathy. This drives customer dissatisfaction and lost sales.
    • Heightened costs: The financial impact includes expenses for hiring and onboarding replacement staff, lost productivity from absenteeism and turnover, and incalculable costs from dissatisfied customers who may defect to competitors.

    Proactively identifying and mitigating burnout is crucial to avoid these negative repercussions.

    The Rise of AI and Analytics To Understand Emotional Intent

    AI has become highly efficient at recording voice, video, text and email while providing multiple ways to present contact centre managers with meaningful updates on agent performance while monitoring call volume. The aim is to support the agent during peak periods to avoid the triggers of burnout and fatigue.

    Consider a 2023 research study conducted by EvaluAgent, which provides quality assurance and performance improvement solutions for contact centres. The study was conducted among 300 contact centre professionals in Europe and North America. The highlights of the findings include:

    • 47 percent of all contact centre employees plan to leave their jobs within 18 months.
    • 23 percent of contact centres use AI
    • 72 percent of employees are comfortable with AI solutions measuring their performance

    Measuring absentee rates, turnover, customer satisfaction scores, and agent engagement can also provide leading indicators to address issues before they escalate.

    Automation and AI have made significant changes to customer support, but complex and intricate issues still demand nuance require a human touch.

    Recognizing contact centre agents, even across regions, as true vanguards of brand representation is imperative, especially as they often engage with customers during moments of frustration. Their experiences and insights, thus, become invaluable and prioritizing well-being and their feedback is essential.

    “We’re hardwired to care about the social and emotional interactions with others. We’re social beings,” said Dr Phoebe Asquith, Lead Psychologist for Wellbeing Solutions and Senior Business Consultant at Sabio Group. But for agents, the common result of caring is exhaustion and loneliness, she said.

    Get closer to your contact centre agents. Your customers will remain close too.

    ____

    About us
    ULAP Networks has assisted Fortune 500 companies with our coverage in over 113 countries, specializing in cloud solutions for complex jurisdictions.

    We work with leading SaaS platform vendors, including CallCabinet, that provide AI-driven business insights and sophisticated emotional sentiment analysis to help global enterprises connect with their remote operations.

    Contact our business consultants to see how you can use advanced features in your global network at info@ulap.net