Contact Center Solutions Featured Article

Conduit Global CCaaS Announcement Emphasizes AI

August 14, 2018

Artificial intelligence is a hot topic of conversation in the contact center world today. Just take a look at Conduit Global’s recent announcement about its CX100 Cloud Contact Center Suite.

The company talks about how the CX100 Cloud Contact Center Suite is “the perfect solution for organizations looking to leverage emerging technologies such as artificial intelligence, automation, and the Internet of Things.” It points to the solution’s pre-built integrations with AI bots, CRMs, and data analytics tools. And Conduit Global notes that its web services and RESTful APIs allow customers and partners to do their own integrations.

Conduit Global also discusses how it supports automated self-service workflows using a conversational, speech-enabled cloud IVR. And the contact center-as-a-service and business process outsourcing firm discusses how the solution’s intelligence allows it to present users with a detailed, real-time view of the customer journey.

These are just a few of the things that are now possible using more automated and intelligent customer service, business communications and management, and marketing and sales tools. Indeed, automated and intelligent solutions that rely on AI, machine learning, and/or natural language processing technologies have many applications in these environments.

• Such solutions can quickly and automatically match up customers with the best possible agents or other resources to meet their needs. That way, customer support operations can use their resources more wisely, and their customers have better experiences.

• Chatbots can allow organizations to address customer inquiries at all hours and without human intervention.

• Virtual assistants also can provide customer service personnel with the information they need to provide faster and more personalized answers.

• And natural language processing allows businesses to automatically understand and respond to inquiries that customers express in their own words. That way, customers have better experiences, and businesses can leverage more of the data available to better understand their customers and prospects.

(Some companies are already using these kinds of solutions today. And we’ll see more of this kind of thing in the future. That’s why TMC is launching the Future of Work Expo, which will take place Jan. 30-Feb. 1 in Fort Lauderdale, Fla.)

As for the Conduit Global CX100 Cloud Contact Center Suite solution. It also

• allows all data and requests to be encrypted;

• is based on a pay-as-you-go pricing model;

• leverages technology from Avaya and Bright Pattern;

• meets compliance requirements;

• runs in secure, geo-redundant data centers in North America and Europe; and

• scales to address any size contact center.

Edited by Maurice Nagle