Tag: CX

Global BPO uses ULAP Smart Exchange to Right-Size CX
“By using ULAP’s Smart Exchange, we significantly reduced our telecom expenses, achieving substantial savings. This enabled us to enhance and streamline communications, particularly in challenging markets.”

— Digital Telecommunications, Principal Engineer, Global

Company profile

Our large global BPO client has delivered leading digital and CX solutions for over 40 years, including optimized customer care, tech support, sales, AI operations, and consulting and analytics services. The company is deeply committed to CX excellence, with
active services for tens of thousands of employees across 6 continents.

Global BPO uses ULAP Networks Smart Exchange to:
- Accelerate reliable cloud solution deployments of Zoom Phone, Teams and others, especially in countries where there is no professional services or support.
- Accelerate CX platform convergence in Columbia, Mexico, Brazil, Bulgaria, Egypt, Malaysia, and Austria, providing a unique platform for CX management.
Beating out the competition
1. Client faced legal limits in certain countries that require local numbers
2. Local telecom laws prohibit migrating or porting local numbers to a central location
3. Companies like our client are required to work with local telco suppliers
4. Client wanted to standardize on Zoom Phone
The solution

By using ULAP’s Smart Exchange with Zoom Phone and Teams, our global BPO client could optimize and accelerate its digital transformation at a reasonable cost with a lot of flexibility to scale up or down, according to the company’s needs. ULAP provided a fast and simple way to accelerate their progression.

The final result

With ULAP’s Smart Exchange, our global BPO client optimized Zoom and Teams services in Bulgaria, Columbia, South Africa, Rwanda, Egypt, Brazil, Mexico, Malaysia and Greece. Our client intends to continue expanding its coverage in other countries and has peace of mind moving forward due to ULAPs responsiveness, creativity, and technical innovation.

Download our brochure here
07/10/2024
4 Benefits of Integrating Cloud Telephony and SaaS
Cloud telephony refers to the delivery of voice communication services over the internet. When integrated with SaaS platforms like Microsoft Teams, Zoom or any other platform of your choice, it creates a unified communication system that’s cloud-based, future-proofed and flexible for many different roles and use cases.

1. Full-functionality available anywhere.

Because these solutions can be deployed almost completely virtually (meaning minimal on-site installation required), enterprises can work with their dedicated IT teams to build a communications’ system that’s as unique or as simple as necessary.

With the right access to global network availability and enterprise pricing for software, companies can fully take advantage of a high-performing network and work on the best the industry has to offer in work tools.

When it comes to cloud efficiency, here are some of the perks:
- Real-time updates and synchronization: All your conversations updated in real-time, keeping everything current and accurate.
- Simplified communication processes: All your tools in one place or device, making communication a breeze.
- Enhanced tracking and management capabilities: All your call logs neatly organized in one place, making tracking and managing interactions a cinch.
For example, a sales team using Salesforce can benefit from cloud telephony integration by having call logs automatically updated in the CRM. This ensures that all interactions are recorded and accessible in real-time, which enhances tracking and management capabilities.

2. Enhanced Collaboration

Let’s dive into team collaboration. Integrated communication tools can do wonders here. With cloud telephony baked into SaaS platforms, employees can effortlessly switch between voice calls, video conferences, and instant messaging without ever leaving the app.

Key benefits of enhanced collaboration include:
- Reduced friction in collaboration: Moving smoothly between calls, chats, and meetings, enriching experiences for remote collaboration.
- Maintaining traditional identities: When combined with cloud telephony, providers can offer you the option of retaining your well-known business numbers so you can use it as one with your collaboration suite.
- Expanding geographically: Standardizing communication platforms and business numbers is applicable across the world, making management and compatibility easier.
Consider a project team spread across multiple locations. By using an integrated solution like Microsoft Teams with embedded telephony, team members can quickly jump into a call or video meeting from a chat thread, share documents, and collaborate in real-time. This reduces the friction of switching between tools and fosters a more cohesive working environment.

3. Enhanced Customer Service

Digital collaboration suites have expanded to include functionalities that support more than just internal teams. Integrating telephony solutions with customer service platforms can significantly enhance customer interactions. Cloud telephony enables features like automated call routing, real-time analytics, and integration with CRM systems, which streamline customer support processes.

Key strengths of enhanced customer service include:
- Automated call routing: Get customers to the right department faster, reducing wait times.
- Omnichannel solutions: Manage touchpoints within an integrated-platform system, making tracking and engagement management easier
- Real-time analytics: Use up-to-the-minute data to improve decision-making and service.
- Integration with CRM systems: Seamlessly pull up customer details for a more personalized touch.
For example, a customer service team using a platform like Zendesk with integrated cloud telephony can see customer details and interaction history as soon as a call is received. This allows for more personalized and efficient service, improving overall customer satisfaction.

4. Cost-Efficiency

These smart combinations between cloud solutions can be pathways to significant savings. Traditional systems need hefty upfront investments in hardware and constant maintenance. And cloud wastage puts companies in a complex solution where management must find the delicate balance between accessibility and agility.

With a cloud solution that’s made to fit your business requirements, companies can right-size slashing those capital cost.

The cost-efficiency of cloud telephony includes:
- Reduced capital expenditure: Let your current hardware age out as you transition to a cloud-based, minimal hardware solution
- Subscription-based model: Pay as you go, giving you financial flexibility.
- Optimized resource usage: Streamline your tools into one platform and watch efficiency soar.
Additionally, resource optimization is a key benefit. By consolidating communication tools into a single platform, businesses can eliminate redundancy and improve efficiency. This not only reduces costs but also simplifies IT management and support.

The integration of cloud telephony with SaaS platforms offers numerous benefits for businesses. From seamless communication and enhanced collaboration to scalability, cost-efficiency, and improved customer service, these integrated solutions are essential for modern business communications. Embracing these technologies can give businesses a competitive edge in today’s dynamic market.
06/28/2024
Leveraging SD-WAN for Cloud Telephony and UC
In the era of digital transformation, businesses increasingly rely on cloud-based telephony and UCaaS (Unified Communications as a Service) solutions to streamline operations and enhance communication. A pivotal technology enabling this transition is Software-Defined Wide Area Networking (SD-WAN). By leveraging SD-WAN, companies can significantly boost their cloud connectivity, ensuring reliable telephony services, enhanced application performance, and robust security. Let’s explore how SD-WAN drives these benefits and look at some real-world examples.

1. Enhanced Cloud Connectivity

SD-WAN revolutionizes cloud connectivity by providing intelligent routing and optimized network performance. Unlike traditional WAN, which relies heavily on fixed, often inefficient pathways, SD-WAN dynamically selects the best path for data traffic based on real-time conditions. This ensures that data packets take the most efficient route, reducing latency and improving overall communication quality.

Benefits for business operations:
- - Seamless connectivity and uninterrupted operations
  - High performance even during peak usage times or network congestion
  - Efficient access to cloud-based applications and services
2. Optimized Telephony Services

In today’s fast-paced business environment, reliable and high-quality voice and video communications are crucial. SD-WAN addresses this need by managing bandwidth and prioritizing traffic for critical services. By recognizing and prioritizing telephony data packets, SD-WAN ensures that voice and video communications are clear and uninterrupted, even when the network is under heavy load.

Key advantages:
- - Superior call quality with minimal packet loss, jitter, and delays
  - Better communication experience for both employees and clients
3. Boosting SaaS Performance

In today’s fast-paced business environment, reliable and high-quality voice and video communications are crucial. SD-WAN addresses this need by managing bandwidth and prioritizing traffic for critical services. By recognizing and prioritizing telephony data packets, SD-WAN ensures that voice and video communications are clear and uninterrupted, even when the network is under heavy load.

Key advantages:
- - Superior call quality with minimal packet loss, jitter, and delays
  - Better communication experience for both employees and clients
4. Security Advantages

Security is a top priority in the digital age, and SD-WAN offers robust features to protect data and communications. It includes built-in security protocols such as encryption, secure tunneling, and advanced threat detection. These features help safeguard sensitive information and ensure compliance with industry regulations.

Security benefits:
- - Protection of sensitive information
  - Compliance with industry regulations
  - Centralized control for managing security policies
  - Swift identification and mitigation of potential threats
In conclusion, SD-WAN is a game-changer for businesses leveraging cloud telephony and SaaS solutions. It enhances cloud connectivity, ensures reliable telephony services, boosts application performance, and provides robust security. By adopting SD-WAN, companies can achieve significant improvements in their network performance and overall business operations, positioning themselves for success in the digital age.
07/05/2024
Top Energy Firm uses ULAP for Global Zoom Deployment
We accelerated digital transformation for a leading global energy company, with ULAP Secure Internet, SBC and Zoom.

Company profile

A large, publicly traded energy company operating in all areas of the oil and gas industry, including exploration and production, refining, distribution and marketing, power generation and trading. The company has a regional presence in over 60 countries and employees close to over 70,000 employees across corporate and field sites.

Empowering a mobile workforce for secure success

With the growing challenges of adapting to a mobile and disparate workforce, this energyfirm needed to give their users the flexibility and performance needed to conduct their everyday duties securely. One challenge was giving users a high-quality

experience for all Enterprise and SaaS applications. With their existing secure access solution, there were a handful of enterprise-hosted applications which were either not meeting the requirements for user experience or simply not working at all.

Beating out the competition

Other solutions failed to meet the energy firm’s complex digital transformation needs. Here’s how ULAP quickly rose to the challenge and delivered unique and differentiated value:
1. ULAP made Zoom Phone and Contact Center apps work well, where none of the incumbent solutions were successful
2. ULAP provided fully redundant, secure access to all site locations to the Zoom Cloud infrastructure
3. ULAP exceeded targets on the company’s global cost-savings initiatives
Streamline Global Expansion with ULAP Networks. ULAP’s secure and reliable solutions slash new terminal onboarding times from 4 months to just 30 days, empowering you to activate new locations on our secure and reliable global platform at unprecedented speed. This frictionless process saves time, money, and ensures a smooth experience for your end users.

Download our brochure here
05/24/2024
Ultimate Guide to Microsoft Teams Phone
Everything you need to know about making and receiving phone calls in Microsoft Teams.

Microsoft Teams, formerly known as Skype for Business is a business collaboration platform. With over 270 million daily users, its popularity skyrocketed during the COVID pandemic, ushering in a new era for collaborative and hybrid working.

While the platform is best known for its video conferencing, instant messaging and document sharing tools – it also has a rich telephone suite – allowing users to make and receive calls directly in the app.

From small businesses to multi-national enterprises, organizations across the world are realizing that the Microsoft Teams Phone is more than capable of replacing complex business phone systems – eliminating complex hardware, reducing overheads, and most importantly – giving their people a more unified and better-integrated communication experience.

You may be considering migrating to the platform, or have recently learned about it.

In this ultimate guide, we’ll explore the features and functionalities of the Microsoft Teams Phone and the benefits of adopting it in your business.

What is VoIP?

Before we dive in and learn more about Microsoft Teams Phone, we need to understand the technology that underpins it.

VoIP (Voice over Internet Protocol) is a technology that allows people to make and receive phone calls over an internet connection, rather than a typical landline. It converts digital signals to analogue and vice versa, meaning people can speak with each other whether they’re calling from a traditional phone, cell phone or internet phone.

Other than being connected via the internet, VoIP phones are like any other phone – they can have numbers, handsets, accessories and a lot more!

What is Microsoft Teams Phone?

Microsoft Teams Phone is a VoIP phone, meaning it uses the internet to make and receive calls – but it can dial and receive calls from cell phones, landlines and other VoIP phones too.

Instead of picking up a handset on your desk, you can make can receive calls from within the Microsoft Teams app on your computer or mobile device. You can set up a phone on your desk too if you want.

On top of the usual things you’d expect from your standard phone – the Microsoft Teams Phone has additional features that improve the overall communication experience for the people that use it.

The best thing about Microsoft Teams Phone is that it forms part of the Microsoft 365 suite, meaning it integrates seamlessly with other tools such as Microsoft Office and Microsoft Dynamics.

Microsoft Teams Phone Features

As one of the market-leading cloud calling platforms, Microsoft Teams Phone has an enviable set of features and functions:
- Inbound and Outbound Calls (Direct Routing): Just like any other phone, Microsoft Teams Phone will allow you to make and receive calls to any number globally. The platform does not have regional limitations and can even reach the furthest spots on the globe. Most importantly, users receiving calls don’t have to have Microsoft Teams.
- Voicemail: Callers can leave a voicemail which can be picked up directly in the Microsoft Teams app.
- Call Recording: Users can record incoming and outgoing calls and playback later.
- Call Portability: Users can transfer a call to different users, or different devices such as a cell phone or conference room.
- Video Integration: Calls can be elevated to a video meeting seamlessly with just one click.
- HD Calling: Say goodbye to “sorry, can you repeat that please?” because when it comes to call quality, digital platforms consistently perform better than traditional and mobile networks.
- SMS: You can send and receive SMS (text messages) to cell/mobile numbers from Microsoft Teams Phone.
- Integrations: Microsoft Teams Phone has rich integrations for platforms such as Salesforce, Slack, HubSpot and more.
System admins users can set up and access:
- Call Management Tools: Auto Attendants, Call Routing, Call Queues and other features can be configured in the Teams admin center.
- Analytics and Reporting: Track call logs, volumes, length and quality directly from Microsoft Teams.
- Advanced Enterprise Features: Remote device management and provisioning, contact center integration, single sign-on and E911 management are all available.
- Bring Your Own Carrier: While call plans are available directly from Microsoft, you can choose to enable calling on Microsoft Teams Phone via your existing provider.
Take a look at more Microsoft Teams Phone features and functionality »

How much does Microsoft Teams Phone cost?

You may be thinking that all those features and functionalities come with a hefty price tag, but the Microsoft Teams Phone is one of the most competitively priced business phone systems on the market.

Call plans vary per region, and will depend on whether you buy direct from Microsoft or via your existing carrier.

Microsoft Teams Phone Benefits

If the features alone haven’t swayed you to consider Microsoft Teams Phone, lets take a look at some of the business benefits:
- Enhanced Connectivity: Stay connected with your colleagues and the outside world from a single unified platform. No longer tied to a single location, your business line can now be in your pocket, or your laptop – anywhere in the world.
- Security: Microsoft Teams requires multi-factor authentication and calls are encrypted with end-to-end technology.
- Flexibility: Convert a voice call to a video meeting with just one tap.
- Affordable: Starting from as little as $8.00 per user per month, Microsoft Teams Phone plans are one of the best priced on the market.
- Simple: The Microsoft Teams Phone is user-friendly, and as your users are already familiar with Microsoft Teams, they won’t need any additional training or guidance. And with one less thing to manage, your IT team will thank you too.
- Reliable: Microsoft Teams and the Microsoft Teams Phone are well-known for reliability and their always-up service.
How do I get Microsoft Teams Phone?

There are a variety of options available for organizations wanting to set-up or migrate to Microsoft Teams Phone.

If you already have a contract or relationship in place with a carrier – you might already be able to use Microsoft Teams Phone via Operator Connect. A list of Operator Connect providers is available in your Microsoft Teams admin center. You can enquire about new contracts here too.

If you’re a smaller business or have the in-house technical expertise to manage your phone system, you can purchase a call plan directly from Microsoft in the admin center.

Perhaps you have an IT-managed service provider taking care of your infrastructure – ask them about enabling voice in Microsoft Teams.

In summary, the Microsoft Teams Phone is a powerful tool that allows you to make and receive phone calls, directly from the Microsoft Teams app. It provides an integrated and unified solution fit for today’s workforce.
05/23/2024
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.
03/08/2024
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.

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.

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.
02/26/2024
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.
02/08/2024
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.
02/20/2024
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.

01/25/2024