Author - Reelika Tammeoru

Customer Experience Improves When Humans and Bots Work Together

CUSTOMER EXPERIENCE IMPROVES WHEN HUMANS AND BOTS WORK TOGETHER

Chatbots have made many a transaction more efficient. They’re great when customers need a quick, simple answer like, “What’s my balance?” On the other hand, if you’ve ever had a frustrating “conversation” with a bot – online or on the phone – you know that bots have limitations on their own. That begs the question: How can businesses create better bots and make the handoff to live agents more seamless, and less painful, for the customer?

It’s All About The Customer Experience

Experts in bot development agree that efforts to create a satisfying experience must begin with the customer. That may seem obvious, but how often do we build systems that fit our processes?

What we should always do is start with the user. Talk to your agents to identify the questions customers ask. What are their most common issues? Then, analyze contact center interactions that customers have rated the highest. In other words, start by doing your homework.

The truth is, it’s easy to lose sight of the customer as exciting technologies like artificial intelligence (AI), conversational AI, machine learning (ML) and natural language understanding (NLU) emerge. But as promising as these technologies are, building a solution begins with a roadmap of the customer journey. Contact center managers need to set guidelines for what bots can do and when they need to pass conversations over to a human.

Issues that are time-critical or require sensitive information should be handed off immediately. For instance, when someone says, “I’ve just lost my train pass and I need to board the next train. What do I do?” they don’t want to chat with a software program. That’s why AI developers are enabling bots to notice context using words that express emotion, urgency and frustration. In building any bot-human interaction, designers must set markers like these to direct the bot on when to handoff a call.

Central to a successful experience is giving customers control over when to switch to live agents, ideally at any point in the contact process. Many businesses let customers know from the start when they’re interacting with a virtual agent and explain how the bot can assist. However, providing a quick out, like a “chat with agent” button, is a good practice. Before the handoff, though, be sure to capture and transfer any information customers have already shared. It’s maddening to have to start all over again when the live agent takes over.

Training Your Bots

Successful bots are trained by successful humans. No matter how sophisticated the software, its performance depends on what information it’s fed. (No doubt you’ve heard the expression “garbage-in, garbage out”– or GIGO.) As they stumble, bots need to be retrained. Identify where bots lose the customer, such as when the call ends, or the customer requests a live agent. Was the bot able to understand the customer? Could it answer the specific question being asked? If not, did it quickly transfer the customer to a live agent?

To start, analyze the interactions that have been successfully handled by human agents. Then use your best agents to help train your bots. Nowadays, bots can even learn from customer conversations with human agents by “listening” to conversations in real-time and learn how human agents respond to what customers say on the phone or type in the chat box.

As Mikhail Naumov, co-founder and chief strategy officer at DigitalGenius, explains in this Tech Target post, bots with AI and machine learning can learn over time when humans provide ongoing training. “The more often a human agent helps train the AI by affirming or correcting the outcome, the more AI – and its algorithms – will learn and make confident decisions on its own.”

The Next Generation

Will bots entirely replace humans? Definitely not. But even so, the near future promises much more sophisticated bots thanks to NLU and conversational AI. Imagine bots that can understand the intent behind a customer’s request, solve the immediate problem, then answer follow-up questions and learn how to improve its future performance, saving time and money while bettering the customer experience.

“We need to find a human-centric solution that’s ‘conversationally intelligent,’” explains Kathryn White, Client Innovation Services Lead at Accenture. “A chatbot that not only understands how humans speak, but also senses and interprets tone and context.”

Within the next year, White predicts, bots will be able to take relevant actions in the proper context without the need for human intervention. The challenge that remains is integration across diverse AI interfaces and ecosystems, but once this is resolved, she explains, we’ll see bots that can draw on previous interactions, in essence “remembering” context and responding to the customer based on this knowledge.

If you’re thinking about making the switch, you probably want to know the details about how VoIP outpaces your old land-line system. Consider this your guide to what you can get with your shiny new VoIP device.

1. More Flexibility

IP desk phones deliver a modern call experience, while mobile apps enable work from anywhere, and softphones give employees instant access to calls with just a headset. All of these options mean a VoIP device frees you from the tethers of your old phone. Employees can easily work from anywhere, using any device, with full access to all the communications tools they need to stay on top of their work. Seamless transition from desktop to smartphone lets them move about as needed, without missing a beat.

Flexibility is particularly important for smaller businesses that need to get maximum performance out of smaller teams.

2. More Mobility

If you want to attract and retain talented employees, you’ve got to provide them with a quality mobile communications solution. A VoIP device is designed to support mobility, which is critical to today’s on-the-go employees. Even those who spend most of their time in the office demand the freedom from their desk, but they still need to be reachable at all times. VoIP gives your team the mobile support it needs and wants.

Mobile apps for iOS and Android, as well as the ability to text co-workers from their business line with SMS, are just some of the ways a VoIP device supports mobile workers. Other possible features include Siri and Bluetooth integration, which keeps your employees safe with a hands-free experience while they’re on the road.

The ability to work easily from any location also increases employee satisfaction, increasing retention rates. And let’s not forget that happy employees perform better, which trickles down to more satisfied customers.

3. Better Collaboration

Logging extra hours at the office for a big project? Working from home so you can make it to your daughter’s band concert? No matter where you are, a VoIP device makes collaboration a snap. Join a conference call with a single click (yes, that means no annoying passcodes to remember!). Get a quick chat answer or text from a member of your team. In either case, individual and group messaging has you covered.

You can take collaboration to a whole new level with the right VoIP device–some VoIP phones actually include an application like Mitel Teamwork. Employees can communicate from any device, even starting a conversation on one and continuing it on another–seamlessly. Improve collaboration on projects using shared workspaces that track and assign tasks, and also share files. When each team member has a VoIP device in hand, deadlines meet their match.

4. More Productivity

What business doesn’t list increasing productivity among its top goals? A VoIP device helps you hit that target in more ways than one.

The days of basic call functionality on your old phone are in the past. The right VoIP system comes with game-changing features, such as audio and video conferencing, desktop sharing, individual and group chat, built-in VPN and business SMS. With so many options, communication is always on. Giving employees the option to communicate and share ideas over multiple channels gets the job done more quickly. Can your old phone do that?

5. Integrations

Modern businesses use a range of communications tools and systems to support their operations and serve their customers. Jumping from one platform another wastes time and makes it more difficult for employees to do their jobs. The right VoIP system, with the right VoIP device, provides all of the integrations a business needs to excel.

Simple email and calendar integrations let team members schedule events quickly and stay on top of the latest company and product information. CRM integration gives employees instant access to detailed customer and client data, making interactions more personalized. Web dialer and telephony integrations allow workers to manage calls from a web browser and connect directly from emails or calendar events. They can even view a contact’s presence to see if they’re free to talk.

You can integrate your business’s contact center with your VoIP device, too. A service such as MiCloud Connect CX offers intelligent routing, real-time and historical reporting, workforce management and other features that enable the contact center team to increase customer satisfaction and loyalty.

6. Great Reliability

Stop worrying about dropped customer calls and bad connections. A VoIP phone system that’s built on a reliable and secure network removes the headaches associated with outdated phones that break unexpectedly and are expensive to repair. MiCloud Connect, for example, is built on Google Cloud, providing the ultimate in reliability and security. Instead of worrying about whether or not a call will go through or how quickly a repair will get done, you can focus on strategic plans and growing the business.

MiCloud Connect also supports HIPAA and SOC 2 compliance and is deployed out of highly secure Tier 4 data centers, the highest rated data centers, with several layers of redundancy. Talk about putting your money where your mouth is.

7. Easier Scalability

Phones connected to land lines and wires don’t scale easily. There’s just too much hardware involved. It’s exactly the opposite with a VoIP device. Adding lines is simple and fast.

A VoIP device also allows you to mix and match the functionality necessary to best support your business. As your needs change, a VoIP system grows and changes with them. Upgrade permissions in real time. Subscribe only to the features your employees require. If you’re not ready for CRM integration, then don’t pay for it. If your team is small, opt for conferencing and sharing options for a small group so you don’t pay for seats you can’t fill. As you expand, you can increase your coverage easily–no hassle and no headache.

When your old phone goes to head-to-head with a VoIP device, the results are clear: VoIP wins by a landslide. Employees have access to a wider and more robust suite of communications tools and can access them from multiple devices, even switching between devices seamlessly. On top of all that, VoIP is easy to install and use. That means you can give a farewell call to your land-line phone. Make the switch today, and your team will be up and running on with minimal training and loving the power of VoIP. It’s a no-brainer.

This article was first published by Mitel.

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Measure the Moments: A Guide to Maximising Metrics In the Modern Contact Centre

Measure the Moments: A Guide to Maximising Metrics In the Modern Contact Centre

Take a look at the guide to maximizing metrics in the modern contact center. This infographic addresses the metrics call centers and contact centers should use to evolve and stay competitive in today’s customer experience landscape.

This content was first published by Mitel.


See how 4Sight can help you provide a great customer experience.

A seamless, omni-channel experience drives revenue by improving customer loyalty.

We offer a range of Contact Centre Solutions all of which deliver enterprise-level features and functionality regardless of the size of your business. Our solutions are designed around your company’s individual needs.

At 4Sight we have the tools and the expertise to help you with your Cloud needs, with a full range of cloud deployment methods to fit your goals and your budget. To find out more, please contact your 4Sight Account Manager, or alternatively give us a call us on + 44 (0)20 3668 0444 or email info@4sightcomms.com.

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Checklist: Seeking Mobility

eGuide: Move to the Cloud In Five Easy Steps

Is your company ready for a mobile communications solution?

Mobility can change the way you do business. Is your business ready to leverage all mobility has to offer?

With this checklist, your business can discover how to boost productivity and improve workflows with the right mobility solutions.

Key questions to consider:

  • Are your staff and tasks spread across a facility or housed in different departments?
  • Do many of your employees work away from the office?
  • Are you managing millennial workers?
  • Do you have limited IT resources?

Answer these questions and more with this free checklist to discover whether your business is ready for mobility.

This content was first published by Mitel.


We offer a range of Cloud Communications Solutions all of which deliver enterprise-level features and functionality regardless of the size of your business. Whether you are looking to implement Cloud Storage or Cloud Telephony, our solutions are designed around your company’s individual needs.

At 4Sight we have the tools and the expertise to help you with your Cloud needs, with a full range of cloud deployment methods to fit your goals and your budget. To find out more, please all us on + 44 (0)20 3668 0444 or email info@4sightcomms.com.

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When Artificial Intelligence Meets Collaboration: Intelligence Everywhere

WHEN ARTIFICIAL INTELLIGENCE MEETS COLLABORATION: INTELLIGENCE EVERYWHERE

There’s no doubt artificial intelligence is transforming the very concept of work and, when combined with effective collaboration, the possibilities are endless.

Artificial intelligence continues to be integrated further into our everyday lives, but to be effective in the business world it must be combined with collaboration and leveraged in the right ways. Once that happens, companies will have achieved “intelligence everywhere,” which is exactly what it sounds like: all aspects of business operations optimized with intelligence. Today, artificial intelligence is the life-changing technology that’s transforming our access to new information and insights, whether it’s Siri, Alexa or Google Assistant.

How to integrate AI with collaboration in the right places – beyond just meetings – to achieve the future state of collaboration all forward-thinking businesses strive for? Start by considering where meaningful work occurs.

Collaboration Environment

When you think of all the projects and conversations occurring within your company’s collaboration environment, artificial intelligence’s ability to draw connections between everything occurring across the organization is key. From identifying available resources to discovering what relevant work has already been done by others, artificial intelligence can help businesses achieve true context-aware collaboration.

Email Servers

As the catchall for most text-based communications, email servers are an ideal place for AI. Just as Google offers you response options in your Gmail, AI-integrated email connects you to the collaboration environment to make sure all communications are unified and centrally located. Since calendars are often kept in the same application as email, AI assistance can also set up meetings or make sure team members don’t accidentally get left off useful emails.

Employee Computers

Having AI on your computer is a useful way to ensure files that support projects – often stored in sub-folders like Russian nesting dolls – don’t get buried forever. After all, there is an important place in the project world for works-in-progress and old versions of great ideas. When there’s AI in place to identify what you may have forgotten or can’t find, all available data is kept at your fingers to use and share.

Employee Phones

Desk phones are another excellent place for AI. We’re all accustomed to having our calls recorded when we contact support, but AI can take that one step further by capturing and transcribing conversations for indexing. This ensures everything discussed about a project is available for easy review, including by those outside your project team.

Conference Rooms

In a video or audio conference, most things are captured as quick bullets and action items. For companies with the resources to purchase smart boards or other types of wall-scanning devices, AI can automatically capture this content. Other companies will have to resort to taking photos of the screens with their phones and uploading it to the collaboration environment. In these environments, treating the AI like a team member and dialing it in to the meeting ensures all dialogue is captured, there’s context around the drawings on the board and nothing slips through the cracks.

Work Management Applications

Arguably, most work is done in a work management application, such as JIRA or Workzone. When AI is present in these apps, it can track the progress of work and bridge any gaps created by disparate tools and apps. For example, comments, concerns and statuses made in the work management app would also present in the collaboration space, adding valuable context. As you begin to understand the connections between groups and how one workflow influences or initiates another, these applications are gold mines for providing insight into the flow of work in an organization.

I can imagine AI providing visibility to the various statuses of work in the collaboration environment. Comments made in the tool would also present in the collaboration space and vice versa. Basically the AI would have awareness of work progress and bridge any gaps created by the disparate tools.

Everywhere You Want It

Ultimately, you control the reach of AI-assisted team collaboration in your organization. Adopting a “do what makes sense” strategy will ensure your AI integrations work for your unique culture and operations. When leveraged in the right places, the “intelligence everywhere” concept ensures your best chance of achieving optimal workflows and delivering the productivity promise team collaboration solutions have been making for decades.

This article was first published by Mitel.

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eGuide: Move to the Cloud In Five Easy Steps

eGuide: Move to the Cloud In Five Easy Steps

Getting tired of trying to stitch together a legacy phone system with your evolving business requirements? You’re not alone. Say goodbye to the love-hate relationship you share with your current phone system. Explore the possibilities and move to the cloud in 5 easy steps with MiCloud Connect.

This content was first published by Mitel.


We offer a range of Cloud Communications Solutions all of which deliver enterprise-level features and functionality regardless of the size of your business. Whether you are looking to implement Cloud Storage or Cloud Telephony, our solutions are designed around your company’s individual needs.

At 4Sight we have the tools and the expertise to help you with your Cloud needs, with a full range of cloud deployment methods to fit your goals and your budget. To find out more, please all us on + 44 (0)20 3668 0444 or email info@4sightcomms.com.

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Untapped Potential: How AI Will Disrupt Customer Experience

Untapped Potential: How AI Will Disrupt Customer Experience

Chatbots help us troubleshoot problems with our cable TV box, and algorithms point us to products most likely to fit our interests. Yet, even as artificial intelligence (AI) weaves its way into the fabric of everyday life, a majority of consumers remain skeptical about interacting with the technology. In a survey of U.S. adult Internet users, the Brookings Institute found that 61% say they’re somewhat or very uncomfortable with robots.

Part of the problem is that early iterations – just like any emerging technology – don’t work as smoothly as people expect. Thus, consumers form misconceptions about AI’s true capabilities, believing it can’t do much to improve the customer experience. Instead, they envision a future of impersonal robots of limited help.

There are only a few real-world examples in which AI has been fully mastered and implemented, but the technology has enormous untapped potential and grows in capabilities each month. Though consumers may not realize it yet, artificial intelligence will improve everyday life in many ways, and the area it is poised to disrupt the most is customer experience. In implementing AI, companies will also change the way consumers view robots. What follows are just a few early examples of how AI is starting to transform CX.

Personalize To The Extreme

Companies know personalization has large appeal for customers, but it’s also yesterday’s news. Elements of personalization such as user-specific page layouts or emails are the expectation, not the exception. With AI and machine learning (ML), businesses will be able to deliver extreme personalization—also known as the move from customer segments to the audience of one, says Forbes.

For example, the Royal Bank of Scotland uses AI to transform its customer experience by leveraging data intelligence for new interaction opportunities. When a customer repeatedly overdrafts his or her account, the AI conveys the data to the appropriate bank personnel to contact the customer with financial advice. This flag allows the bank to go above and beyond for its customers by responding to specific product use and behavior in real time.

Automate Customer Experience Processes

AI also has the potential to automate many “behind-the-scenes” processes, including targeted marketing and messaging, according to a report by IBM. For instance, one North American retailer automated marketing campaign workflows to better tailor its content to the right audiences. As a result, the marketing department reduced the time to design and launch emails to one-and-a-half days from four days, enabling faster responses to business needs and boosting email open rates overall.

Likewise, companies can automate sales processes to deliver a richer customer experience. Using CRM data, AI can handle the heavy lifting of analyzing a prospect’s needs at every step in the customer journey. When a salesperson picks up the phone, they’re presented with pertinent information about what the prospect needs at that moment and which of the company’s solutions are the best fit.

Transform Customer Interactions With AI Bots

With AI and machine learning, chatbots will become smarter, more helpful and more personable. In the contact center, these technologies enable a more intelligent customer experience. For example, with natural language processing (NLP) and natural language understanding (NLU), virtual agents learn the context of requests, allowing them to search for and deliver the right answers in real time. In addition, if a bot can’t find the answer, it will bring a live agent into the conversation with detailed notes. The virtual agent then remains as an observer, assisting the human agent by finding and sharing relevant information based on the conversation.

These are just a few of the ways in which AI and machine learning will transform customer experience in the near future. Customer experience is the new battleground, and companies will need to tap into the potential of AI to stay competitive. Consumers may be reluctant to interact with robots today, but exposure to intelligent customer experiences will transform their views of the technology.

This article was first published by Mitel.

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eBook: 10 Reasons for a Cloud-Based Solution

10 Reasons for a Cloud Based Solutions

Controlling costs is just one reason to move to cloud…

Moving communications systems to the cloud is a move carefully calculated by businesses. With a company’s communications system as a hub of success for many businesses worldwide, the system cannot be treated as a line item in the budget. Instead, there are many critical factors to consider to determine what communications system platform is best for your business. Cloud is an attractive option and cost is one reason out of many why companies opt to switch to cloud. But, cloud solutions are more than saving costs and grasping the holistic view of a communications platform is critical before making any decision.

This content was first published by Mitel.


We offer a range of Cloud Communications Solutions all of which deliver enterprise-level features and functionality regardless of the size of your business. Whether you are looking to implement Cloud Storage or Cloud Telephony, our solutions are designed around your company’s individual needs.

At 4Sight we have the tools and the expertise to help you with your Cloud needs, with a full range of cloud deployment methods to fit your goals and your budget. To find out more, please all us on + 44 (0)20 3668 0444 or email info@4sightcomms.com.

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Why the C-Suite Loves Cloud Communications

WHY THE C-SUITE LOVES CLOUD COMMUNICATIONS

There are as many top reasons to choose a cloud UC solution as there are chief executives. Here’s what enterprises say is the number one reason they choose unified communications in the cloud.

This content was first published by Mitel.


We offer a range of Cloud Communications Solutions all of which deliver enterprise-level features and functionality regardless of the size of your business. Whether you are looking to implement Cloud Storage or Cloud Telephony, our solutions are designed around your company’s individual needs.

At 4Sight we have the tools and the expertise to help you with your Cloud needs, with a full range of cloud deployment methods to fit your goals and your budget. To find out more, please all us on + 44 (0)20 3668 0444 or email info@4sightcomms.com.

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Why Digital Transformation Must Be Optimised For Speed and Success

WHY DIGITAL TRANSFORMATION MUST BE OPTIMIZED FOR SPEED AND SUCCESS

Originally published on BetaNews.com.

Companies worldwide across all industries are enacting digital transformation (DX) initiatives—and for good reason. If completed successfully, modern technology implementation drives competitive advantage and makes business operations much more real-time.

However, the journey to the DX finish line is unfortunately sometimes much more of sprint than a marathon, as speed is the currency for organizations to complete the process.

This begs the question: how can business leaders implement swift digital transformation while reaping the success and benefits these initiatives promise? We spoke with Jamshid Rezaei, CIO of business communications at Mitel, to get the answer to this and other DX-related questions.

What advice do you have for organizations looking to develop a successful digital transformation strategy?

First and foremost, understand that any digital transformation effort is about your organization’s technology, but it’s also about your people and data. Companies need to include and empower their employees when it comes to their DX journeys and make them active participants in this transition. In order to make things clear for these people, you must create attainable goals for teams across all levels. And, most importantly for companies who consider customers their number one priority, ask if this will ultimately benefit the customer. If the answer is no, you should look to reprioritize the initiatives ahead.

You mention companies should look to empower their employees on their digital transformation journeys. How exactly do they do this?

Many think DX is a one-time project, when in reality it’s a continuous effort that requires a culture shift in the organization such that employees are open to change. In order to empower employees during this process, companies should first do whatever they can to help them be as productive as possible. Provide employees with the right tools for productivity and collaboration to enable their communications with each other and automate processes that don’t require a human touch to relieve their workloads.

Aligning on objectives seems easier said than done. How can business leaders establish clear goals and communicate these goals to their teams?

So glad you asked this because I firmly believe the industry does not discuss this DX step nearly as often as we should. It’s common for business leaders to jump right into the execution of an initiative, but that could be their biggest mistake. For the strongest foundation and direction, teams need to ask themselves what they are hoping to achieve with their DX. Additionally, what is the focus of the individual projects that make up the process? Fostering customer success? Building partner relationships? While this may create more upfront work, companies will avoid internal friction and have clear benchmarks for success. Identifying the end goal will help to better prioritize projects and keep teams on track.

What mistakes have you seen companies make in their digital transformation that you would caution others against?

More than half of digital transformations are being led by IT teams. This might sound like it makes perfect sense, but it actually might be a company’s downfall. IT is best equipped to handle the technology transformation; however, it’s important to pair these tech-focused people with more business-minded people who understand customers’ needs and the organization’s goals. To address this during our digital transformation at Mitel, we created an IT Business Technology group that brings together the skills of business-focused professionals with the smarts of IT experts.

This article was first published by Mitel.

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eGuide: Hybrid Cloud For Business Communications

GUIDE_Hybrid Cloud for Business Communications

So you’re considering hybrid cloud for your business communications. You’re not alone! In fact, more and more businesses are turning to cloud communications (a.k.a. hosted communications), as witnessed by its tremendous market growth of roughly 25 percent year over year.

Why choose hybrid cloud? What do you need to know about hybrid cloud? And what are the next steps on your path? Before diving in, you must have the answers to these key questions. That’s why we’ve prepared this handy guide to take you through the basics of hybrid cloud and what you need to know before taking  the next step.

This content was first published by Mitel.


We offer a range of Cloud Communications Solutions all of which deliver enterprise-level features and functionality regardless of the size of your business. Whether you are looking to implement Cloud Storage or Cloud Telephony, our solutions are designed around your company’s individual needs.

At 4Sight we have the tools and the expertise to help you with your Cloud needs, with a full range of cloud deployment methods to fit your goals and your budget. To find out more, please all us on + 44 (0)20 3668 0444 or email info@4sightcomms.com.

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