Tag: CX

  • 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.

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    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.

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    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