In today's fast-paced business world, many companies are struggling to establish meaningful relationships with their clients. A recent survey revealed that employees spend only 4.2 hours per week working with clients in a meaningful way, and 63% of them find it challenging to find time to nurture customer relationships. This problem is hindering revenue growth, which affects the bottom line. Fortunately, Artificial intelligence (AI) is introducing a way for employees to streamline activities in the office, making them more efficient with their time. While many workers look at the growth of AI with anxiety in this blog post, my hope is to show how AI can be used to enhance employee productivity and provide an avenue for meaningful interactions with clients.

The business landscape has been forever changed by the emergence of artificial intelligence. As more and more companies begin to leverage AI and its capabilities, I wanted to take a closer look at AI’s impact on UCaaS (Unified Communication as a Service) and CCaaS (Contact Center as a Service) Services. With the potential to transform these services by enabling organizations to provide real-time communication, automate customer service, and improve overall efficiency. It is possible to see AI dramatically changing how we think of our communications platforms.

The world of customer service has evolved significantly in the past decade, and companies must keep pace with the latest technology to ensure they meet customer expectations. One such advancement is Contact Center as a Solution (CCaaS), a cloud-based solution that enables businesses to provide excellent and consistent customer service from anywhere in the world.

Call centers have long been a huge burden on companies. Companies often make a huge capital expense only to discover their shiny and new premise servers and software are incompatible with the latest technology within a matter of months. In addition, today’s technology offers an ever-changing array of tools to communicate with your customers and customers are desiring easier ways to interact. In the recent book, “The Effortless Experience”, author Mathew Dixon shows that customers care more about ease of use than the wow factor. They aren’t looking for you to jump over hurdles; they simply want you to deliver what you promised in the easiest possible way for them.

Today I was calling an old friend at his new job. I dialed up the local business and was greeted by the Auto Attendant. Not knowing my old friends extension I simply hit "0", as instructed, to reach the operator and was looped back to the same main greeting. I first thought, I must have done something wrong, somehow I had mishandled dialing "0", so I tried it again and was looped back again to the main greeting.